Onsite IT Support Engineer / 2nd Line Desktop Support Technician

AWD online; Greater London; On-site; GBP 37,000; Full time

Job summary

A leading IT service provider is seeking an Onsite IT Support Engineer to deliver exceptional customer service and technical support for desktop-related issues. You will be responsible for managing incidents, providing face-to-face support, and ensuring timely resolution of issues. The ideal candidate will have strong experience in troubleshooting Microsoft Windows systems and possess excellent communication skills. A competitive salary of up to £37,000 plus bonuses is offered, with a fully onsite work model throughout Greater London.

Benefits

Annual salary up to £37,000

Bonus up to £5,000

Personal development time

23 days holiday plus bank holidays

Day off on your birthday

Qualifications

• Experience in onsite IT support or desktop support.
• Ability to provide high-quality customer service.
• Experience with service management platforms.

Responsibilities

• Provide face-to-face technical support to end users.
• Manage incidents and service requests effectively.
• Troubleshoot issues related to Microsoft desktop operating systems.

Skills

Troubleshooting Microsoft Windows desktop operating systems

Customer service in face-to-face support role

Organisational skills

Clear communication skills

Job description

Onsite IT Support Engineer / 2nd Line Desktop Support Technician

This is a hands‑on onsite IT support role providing deskside and remote technical support across multiple client locations. You will deliver excellent customer service, resolve desktop issues, and support business‑critical systems in a fast‑paced environment.

If you’ve also worked in the following roles, we’d also like to hear from you: IT Helpdesk Analyst, Technical Support Engineer, IT Technician, Deskside Support Technician, Second Line Support, Service Desk Analyst, IT Support Technician, 2nd Line IT Engineer.

SALARY: £37,000 per annum + up to £5,000 Bonus + Benefits (see below)

LOCATION: Fully Onsite at client sites (zones 1-6)

JOB TYPE: Full-Time, Permanent

ONLINE TEST: To be considered you must complete an online test to see how you compare with other applicants. Reach the pass mark and you’ll be invited on to the next stage of the interview process.

JOB OVERVIEW

We have a fantastic new job opportunity for an Onsite IT Support Engineer / 2nd Line Desktop Support Technician to provide face‑to‑face technical support across several dedicated client sites throughout the working week.

As an Onsite IT Support Engineer / 2nd Line Desktop Support Technician you will be responsible for delivering high‑quality deskside support, managing incidents and service requests, and ensuring users receive timely resolutions to technical issues. When not scheduled on‑site, you will work closely with the Service Desk team to provide remote support.

This Onsite IT Support Engineer / 2nd Line Desktop Support Technician role requires a proactive, customer‑focused individual who enjoys working directly with end users, managing competing priorities, and acting as a visible ambassador for the onsite support service.

DUTIES

• Deskside Technical Support: Providing face‑to‑face technical support to end users and resolving IT issues efficiently
• Incident and Request Management: Logging, categorising, and managing incidents and service requests through the service management system
• Desktop Troubleshooting: Diagnosing and resolving issues related to Microsoft desktop operating systems and user devices
• User Lifecycle Support: Supporting new starters and leavers with hardware setup, software access, and equipment recovery
• Application Support: Troubleshooting customer‑specific business applications and escalating to third‑party vendors where required
• Client Engagement: Maintaining a visible on‑site presence and acting as a professional ambassador for the onsite support service
• Ticket Management: Managing your call queue effectively, prioritising workload, and ensuring SLA adherence
• Customer Communication: Providing regular updates to users using appropriate communication channels
• Documentation Quality: Ensuring all ticket information is accurate, detailed, and of a high written standard
• Process Adherence: Following incident, request, change, and problem management processes in line with ITIL principles

CANDIDATE REQUIREMENTS

• Previous experience in an onsite IT support, desktop support, or service desk environment
• Experience troubleshooting Microsoft Windows desktop operating systems
• Proven ability to provide high‑quality customer service in a face‑to‑face support role
• Experience logging and managing tickets within a service management platform
• Strong organisational skills with the ability to manage competing priorities
• Clear communication skills with both technical and non‑technical users

BENEFITS

• Annual Salary up to £37,000 per annum with a bonus up to £5,000
• Working in an inclusive environment
• Industry‑renowned training/certifications (sponsored by the company) with bonuses for successful Microsoft accredited courses
• Personal development time (with the use of Pluralsight training platform)
• Wide range of company benefits
• 23 days holiday when you start, plus bank holidays, then earn additional days with years of service
• Day off on your birthday
• And more!

APPLY TODAY

Ready to make your next career move? Apply Today for our Recruitment Team to review.

By submitting your job application to us you are hereby giving us your express consent to submit your details to our client for this purpose.

JOB REF: AWDO-P14249