Service Desk Support Engineer

Onnec; Greater London; On-site; GBP 23,000 - 28,000; Full time

Job summary

ONNEC Group is seeking a Service Desk Support Engineer to deliver 1st and 2nd line support across project sites, regional offices, and remote locations. The role requires hands‑on support for desktops, laptops, printers, and mobile devices, with emphasis on Microsoft 365 and ITSM incident management.

You will log, track, and resolve tickets, keeping stakeholders informed and escalating when necessary to Group IT or external suppliers. A focus on process and user guidance is essential.

Qualifications

• Experience in Service Desk or deskside IT support.
• Knowledge of Windows 10/11 and Microsoft 365 apps (Outlook, Teams, SharePoint, OneDrive).
• Familiarity with Active Directory/Entra ID administration and basic networking.

Responsibilities

• Provide 1st and 2nd line support across sites, offices, and remote locations.
• Act as first point of contact via phone, email, Teams, and ITSM system.
• Log, categorize, prioritize, update and resolve incidents and service requests.
• Escalate to Group IT or third-party suppliers as needed.
• Support onboarding/offboarding, device builds, software installs, and asset management.
• Perform basic administration in Microsoft 365, Entra ID and AD, and Halo.

Skills

Windows 10/11

Microsoft 365

Entra ID

Active Directory

Networking basics

Halo ticketing

Education

ITIL certification

Microsoft/CompTIA certifications

Tools

Halo

Entra ID

Active Directory

Job description

• Location: London, Greater London, United Kingdom
• Earnings: £25000.00 to £25000.00

ONNEC Group are a leading independent technology partner and global integrator, with over 30 years experience, and a 800+ team of global experts, specialising in providing end-to-end connectivity solutions that propel organisations everywhere.

From structured cabling to managed services, our end-to-end services give infrastructure that can be completely replied on. Design. Build. Deploy. Optimise. We offer a complete solution for business connectivity.

We are a rapidly growing organisation and finding and retaining the highest calibre of people is fundamental to us for the success of our business, we work hard to create a challenging, supportive and satisfying working environment for all our employees. ONNEC has successfully achieved the Investors in Diversity Foundational Award for our commitment to equality, diversity and inclusion in the workplace.

What you'll be doing as our Service Desk Support Engineer

• Provide 1st and 2nd line support to users across project sites, regional offices, and remote locations, covering desktops, laptops, mobile devices, printers, meeting room technology, Microsoft 365, approved applications, connectivity, and basic server or system issues.
• Act as a professional first point of contact for users via phone, email, Teams, and the IT service management system, ensuring timely support in line with business and operational requirements.
• Log, categorise, prioritise, update, and resolve incidents and service requests, maintaining clear records of actions taken, resolutions provided, and any associated site, project, asset, or user impact.
• Keep users, site contacts, and project stakeholders informed, manage expectations effectively, and take ownership of assigned tickets through to resolution or appropriate escalation to Group IT, Service Desk, Infrastructure, Security, Business Systems, or third-party suppliers.
• Support onboarding, offboarding, access requests, device builds, laptop preparation, software installation, equipment deployment, and local asset management for office and project-site users.
• Carry out basic administration across Microsoft 365, Entra ID and/or Active Directory, endpoint management tools, Halo, and standard business applications within agreed Group controls and access permissions.
• Support project-site technology readiness, including user devices, shared equipment, printing, Wi-Fi and connectivity checks, mobile connectivity, and site access or time and attendance systems where IT support is required.
• Identify recurring issues, document trends, maintain knowledge articles and user guidance, and provide practical improvement recommendations to the Regional IT & Project Manager and Group Service Desk Manager.
• Follow ITIL-aligned incident, request, change, asset, and escalation processes, ensuring all activities remain compliant with Group IT policies, cybersecurity standards, data protection requirements, audit controls, and regulatory obligations.

What we're looking for in our Service Desk Support Engineer

• Previous Service Desk, IT Support, Deskside Support, or project-site IT support experience, with a strong working knowledge of Windows 10/11, Microsoft 365 applications (including Outlook, Teams, SharePoint, and OneDrive), printers, mobile devices, endpoint hardware, and the provision of hands‑on support within operational and site-based environments.
• Good understanding of Active Directory and/or Microsoft Entra ID administration, including password resets, user account maintenance, and group membership management, together with knowledge of basic networking principles, ticketing systems such as Halo, service level agreements (SLAs), and escalation procedures. Relevant ITIL, Microsoft, or CompTIA certifications would be advantageous.