Onsite IT Support Engineer – VIP & Executive Support

Version 1; Greater London; On-site; GBP 49,000 - 66,000; Full time

Benefits offered by this job

Profit sharing

Career development support

Flexible working

Healthcare

Job summary

Version 1 in London is seeking a deskside IT support specialist with 2-5 years of experience to provide frontline service via phone, email or chat. You will log incidents in ServiceNow, perform triage, and drive timely resolutions while maintaining thorough documentation.

Ideal candidates bring strong communication, IT infrastructure knowledge, and familiarity with Microsoft 365, Windows 10/11 and macOS support. Some after-hours support may be required.

Qualifications

• 2-5 years of deskside support experience.
• Strong customer service and communication skills.
• Ability to explain technical concepts to non-technical users.
• Understanding of IT infrastructure, systems and troubleshooting.
• Experience with ServiceNow ITSM.
• ITIL v4 knowledge preferred; ITIL certification preferred.
• Customer-focused with high-quality support delivery.
• Ability to manage multiple priorities and deadlines.
• Adaptable to evolving technologies and processes.
• Proficiency in Microsoft 365 and Windows 10/11.
• MacOS troubleshooting and support.
• Security awareness including MFA and phishing.
• Server interactions and Active Directory tasks; hardware troubleshooting.
• Mobile device management and remote support tools.
• Asset management tools knowledge.
• Basic networking: TCP/IP, DNS, DHCP.
• Printer/scanner troubleshooting.
• AWS/Azure fundamentals; Azure AD and Group Policy support.
• Ability to lift/transport equipment; mobility to access office areas.
• Occasional after-hours support may be required.

Responsibilities

• Serve as the first point of contact for technical support via phone, email or chat.
• Log and manage incidents in ServiceNow ITSM or customer systems.
• Perform initial triage, diagnosis and troubleshooting for IT issues.
• Ensure timely incident resolution in line with SLAs.
• Maintain documentation of incidents, resolutions and steps taken.
• Contribute to IT knowledge base development and maintenance.
• Deliver excellent customer service and build strong end-user relationships.
• Handle escalations calmly and professionally.
• Provide onsite support and VIP/executive support.
• Monitor system performance and identify potential issues proactively.
• Conduct routine health checks of systems, apps and networks.
• Set up and configure new laptops, mobiles and peripherals.
• Liaise with third-party suppliers and vendors.
• Manage user accounts, permissions and access rights.
• Install, update and patch software per policy.
• Maintain inventory and lifecycle of IT equipment.
• Perform scheduled maintenance such as updates, patches and backups.
• Support AV equipment for meetings and events.
• Collaborate with IT teams and escalate to L2/L3 when needed.
• Test business continuity measures including disaster recovery plans.
• Participate in ongoing training and development to stay current.

Skills

Deskside support

Customer service

Communication

IT troubleshooting

ServiceNow

Azure Active Directory

Group Policy

Microsoft 365

Windows 10/11

MacOS

Active Directory

Networking basics

Mobile device management

Security awareness

Tools

ServiceNow

Azure

Windows tooling

Office 365

Job description

Version 1 in London is seeking a deskside IT support specialist with 2-5 years of experience to provide frontline service via phone, email or chat. You will log incidents in ServiceNow, perform triage, and drive timely resolutions while maintaining thorough documentation.

Ideal candidates bring strong communication, IT infrastructure knowledge, and familiarity with Microsoft 365, Windows 10/11 and macOS support. Some after-hours support may be required.