Senior Onsite IT Support Engineer – Windows & M365

Claranet Limited; City of Westminster; On-site; GBP 32,000 - 52,000; Full time

Benefits offered by this job

Pension Scheme

Comprehensive Healthcare Coverage

Discounted Gym Memberships

Personalised Wellbeing Support

Enhanced Annual Leave

Job summary

Claranet is seeking an Onsite Support Engineer to deliver high‑quality, customer‑facing technical support at a dedicated customer site. You will own complex incidents end‑to‑end, coordinate with remote resolver teams, and drive improvements to documentation and user experience.

The role requires substantial experience in senior desktop/onsite support, strong troubleshooting of Windows / Microsoft 365, and familiarity with identity services and endpoint management tools.

Qualifications

• Substantial experience in a senior desktop, workplace, field or onsite support role within a business‑critical environment.
• Advanced troubleshooting of Windows endpoints, Microsoft 365 applications, user profiles, device performance and common hardware issues.
• Experience supporting identity and access services such as Microsoft Entra ID and Active Directory, including account, group and authentication troubleshooting.
• Working knowledge of endpoint management and deployment tools, such as Microsoft Intune, Microsoft Configuration Manager or equivalent.
• Experience setting up and supporting smartphones and mobile devices for end users.
• Good understanding of TCP/IP, DNS, DHCP, Wi‑Fi, VPN and LAN fundamentals, with the ability to isolate local connectivity issues.
• Experience supporting collaboration and meeting‑room technologies, including Microsoft Teams and audio‑visual peripherals.
• Practical knowledge of ITIL‑aligned incident, request, problem and change management processes.
• Experience using an IT service management platform (ServiceNow preferred) and maintaining accurate ticket, asset and knowledge records.

Responsibilities

• Take ownership of complex incidents, service requests and technical queries from diagnosis through to closure, escalating to the Team Lead where needed.
• Provide hands‑on support for end-user computing, workplace technology, Microsoft 365, Windows devices, identity and access, collaboration tools, printing and meeting-room technology.
• Diagnose issues involving local network connectivity, Wi‑Fi, VPN, endpoint security and peripheral devices, engaging specialist resolver teams where required.
• Support priority and business‑critical incidents locally under the coordination of the Team Lead, providing clear, timely customer updates.
• Complete approved installations, moves, changes, upgrades and hardware replacements in line with change control, security and customer procedures.
• Support joiner, mover and leaver activity, including device preparation, deployment, access checks, asset updates and secure equipment recovery.
• Contribute to root cause investigation for repeat local issues, problem records, post‑incident reviews and practical improvement actions.
• Create and maintain knowledge articles, support guides, site documentation, inventory records, floor plans, contact lists and operational runbooks.
• Coordinate with remote support teams, infrastructure specialists, service management, account teams, customer stakeholders and third‑party vendors.
• Maintain a professional onsite presence and deliver a consistently high standard of customer care, discretion and communication.

Skills

Senior desktop support

Microsoft 365

Windows endpoints

Networking basics

Tools

Intune

Configuration Manager

Active Directory

Microsoft Entra ID

ServiceNow

Job description

Claranet is seeking an Onsite Support Engineer to deliver high‑quality, customer‑facing technical support at a dedicated customer site. You will own complex incidents end‑to‑end, coordinate with remote resolver teams, and drive improvements to documentation and user experience.

The role requires substantial experience in senior desktop/onsite support, strong troubleshooting of Windows / Microsoft 365, and familiarity with identity services and endpoint management tools.