Onsite IT Support Engineer (London)

Version 1 Solutions Limited; Camden Town; Hybrid; GBP 35,000 - 50,000; Full time

Job summary

A technology services company in Camden Town is seeking an Onsite IT Support Engineer. This full-time role involves delivering technical support, maintaining IT infrastructure, and ensuring exceptional customer service. Ideal candidates should have 2-5 years of deskside support experience, ITIL knowledge, and proficiency in cloud technologies such as Azure. Flexible working arrangements are available, along with a range of benefits including performance-related profit sharing and employee wellbeing schemes.

Benefits

Quarterly Profit Share Scheme

Flexible/remote working arrangements

Financial wellbeing initiatives

Educational assistance

Gym discounts

Qualifications

• Minimum of 2-5 years of experience in deskside support.
• Ability to explain technical concepts to non-technical users.
• Strategic thinking and decision-making.

Responsibilities

• Serve as the first point of contact for technical support via phone, email, or chat.
• Ensure timely resolution of incidents in line with Service Level Agreements (SLAs).
• Monitor system performance and identify potential issues proactively.

Skills

Customer service orientation

Excellent communication skills

Problem-solving abilities

Knowledge of ITIL frameworks

Experience with ServiceNow

Proficiency in Azure

Familiarity with security compliance

Strong analytical skills

Education

ITIL v4 certification

Tools

ServiceNow

Azure

AWS

PowerShell

Microsoft Intune

Job description

Overview

Full time position - 08:00hrs to 18:00hrs working days except Bank Holidays. Covering early and late support hours on local rota, on a customer site. Working from Home or Version 1 office when not on Customer site. We are looking for a skilled and results-oriented Onsite IT Support Engineer based in London. In this role, you will serve as the primary point of contact for technical support at our customer site. Your responsibilities will include delivering prompt and professional assistance to resolve IT-related challenges, enabling your colleagues and customers to remain productive and achieve their goals. With a strong focus on delivering exceptional customer service, you will apply your technical expertise to ensure a dependable IT infrastructure. The ideal candidate will play a pivotal role in resolving advanced technical issues within Azure, AWS, Microsoft Office, and Windows service environments. This position requires in-depth knowledge of cloud technologies, outstanding problem-solving abilities, and a commitment to providing unparalleled support. Attendance at the relevant Version 1 office will be expected on an ad-hoc basis.

Responsibilities

• Serve as the first point of contact for technical support via phone, email, or chat.
• Log and manage incidents, service requests, and queries in the ServiceNow ITSM or Customer systems.
• Perform initial triage, diagnosis and troubleshooting for IT issues, including hardware, software, Audio Visual, and network problems.
• Ensure timely resolution of incidents in line with Service Level Agreements (SLAs).
• Maintain accurate documentation of incidents, resolutions, and troubleshooting steps.
• Contribute to the development and maintenance of the IT knowledge base.
• Deliver excellent customer service and build strong relationships with end-users.
• Monitor system performance and identify potential issues proactively.
• Conduct routine health checks of systems, applications, and networks to ensure optimal performance.
• Monitor and manage system alerts to address potential issues before they escalate.
• Set up and configure new laptops, mobile devices, and peripherals.
• Liaise with 3rd party suppliers (i.e. Couriers, Vendors).
• Manage user accounts, permissions, and access rights.
• Install, update, and patch software applications according to company policy.
• Maintain inventory of IT equipment and manage equipment lifecycle.
• Perform scheduled maintenance, such as software updates, patch installations, and backups.
• Support audio/visual equipment for meeting rooms and company events.
• Collaborate with other IT teams to address complex or recurring problems.
• Test business continuity measures, including disaster recovery plans, to ensure readiness.
• Review and refine service desk documentation and processes regularly for efficiency and accuracy.
• Participate in IT projects, such as system upgrades or deployments, when required.
• Collaborate with other IT team members to ensure timely resolution of issues and continuous improvement of service delivery.
• Participate in ongoing training and development to stay current with IT trends and technologies.
• Package and deploy routine security updates.

Qualifications

• Minimum of 2-5 years of experience in deskside support.
• Strong customer service orientation with excellent communication skills.
• Ability to explain technical concepts to non-technical users.
• Experience with service desk management tools (e.g., ServiceNow).
• Knowledge of ITIL frameworks and best practices; ITIL v4 certification preferred.
• Strong communication, interpersonal, and problem-solving abilities.
• Customer-focused mindset with a commitment to delivering high-quality support.
• Strategic thinking and decision-making.
• Ability to manage multiple priorities and meet deadlines.
• Adaptability to evolving technologies and processes.
• Strong analytical and reporting skills.
• Strong understanding of IT infrastructure, systems, and troubleshooting methodologies.
• Operating Systems: Windows, macOS, and mobile OS platforms (Android/iOS).
• Hardware & Software Troubleshooting: Diagnosing and resolving complex issues across desktops, laptops, peripherals, and enterprise applications.
• Cloud & Virtualisation: Proficiency in Azure, AWS, VMware, and Citrix environments, including VDI and cloud-based endpoint management.
• Networking: TCP/IP, DNS, DHCP, VPNs, and firewalls; CCNA or equivalent certification often expected.
• Security & Compliance: Familiarity with endpoint protection tools, patching cycles, encryption, and identity/access management.
• Automation & Scripting: Experience with PowerShell, Bash, or Python.
• Application Packaging: Microsoft Intune and related tooling; knowledge of MSI, PowerShell scripting, InstallShield/WiX/ AdminStudio, Linux/macOS, iOS/Android, Active Directory & Group Policy.
• Experience with remote support tools and Azure Active Directory and Group Policy.
• Ability to lift and transport equipment and mobility to access various office areas, including under desks and in server/comm rooms.
• May require occasional after-hours support for critical issues or scheduled maintenance.

Benefits

• Version 1 has celebrated over 28 years in technology services and serves global brands in the Digital-First world.
• Share in our Quarterly Performance-Related Profit Share Scheme.
• Strong career progression and mentorship through various development programmes.
• Flexible/remote working arrangements.
• Financial wellbeing initiatives including Pension, Private Healthcare, Life Assurance, and more.
• Employee wellbeing schemes, gym discounts, mindfulness workshops, and generous holiday allowance with enhanced maternity/paternity leave and other leave policies.
• Educational assistance and certifications support, including AWS, Microsoft, Oracle, and Red Hat.
• Reward schemes and awards programs.
• Environment, Social and Community initiatives to foster diversity and belonging.