Support Technician (Onsite - London)

Codestone; City Of London; On-site; GBP 28,000 - 36,000; Full time

Job summary

Codestone in London is seeking an Onsite Support Technician to provide proactive IT support across desktop environments, end-user devices and core services.

The role includes incident resolution, on-site desk-side support, and collaboration with senior IT teams, with hours of 8am–6pm, Monday to Friday, 37.5 hours per week and 3 rotating shifts. The position is based on a client site in London, five days per week.

Qualifications

• On-site or desk-side support experience.
• Ability to diagnose complex hardware and software issues.
• Experience with networking and AV/event support.

Responsibilities

• Provide support for desktops, laptops, mobile devices, and core IT services
• Assist with server administration and advanced configuration tasks under supervision
• Support networking and wireless technologies, including troubleshooting connectivity issues
• Manage and resolve O365 security and administration issues, including user account management and access controls
• Assist in virtual machine technologies for provisioning and maintenance
• Provide face to face, desk-side support on site, delivering excellent customer service to all staff and ensuring timely issue resolution
• Monitor and maintain IT systems using support tools aligned with ITIL best practices
• Contribute to incident management, logging and tracking issues within SLAs
• Support key business applications and ensure minimal disruption to users
• Assist with IT procurement, equipment configuration, and asset management
• Document resolutions, technical processes, and troubleshooting steps for internal knowledge sharing
• Embrace and develop the use of AI and digital tools to work more efficiently, reduce manual effort and improve the quality of work

Skills

On-site support

Advanced technical knowledge

Networking

Systems integration

Virtualisation

Backup and recovery

Vendor coordination

Event support

Organisation and planning

Job description

About the Role

The onsite Support Technician is a proactive and customer-focused IT professional responsible for delivering technical support across a range of IT infrastructure solutions.

This role primarily involves troubleshooting, maintaining, and supporting desktop environments, end-user devices, and core IT services. The Onsite Support Technician will ensure smooth IT operations by resolving incidents, assisting users, and maintaining key IT systems

Hours: Monday to Friday, 37.5 hours per week with a 1 hour unpaid lunch break, worked between 8am and 6pm

Shifts: 3 rotating shifts: 8am to 4:30pm, 9am to 5:30pm and 9:30am to 6pm

Location: On client site in London, 5 days per week

Your Responsibilities

• Provide support for desktops, laptops, mobile devices, and core IT services


• Assist with server administration and advanced configuration tasks under supervision


• Support networking and wireless technologies, including troubleshooting connectivity issues


• Manage and resolve O365 security and administration issues, including user account management and access controls


• Assist in virtual machine technologies for provisioning and maintenance


• Provide face to face, desk-side support on site, delivering excellent customer service to all levels of staff and ensuring timely issue resolution


• Monitor and maintain IT systems using support tools aligned with ITIL best practices


• Contribute to incident management, logging and tracking issues within SLAs


• Support key business applications and ensure minimal disruption to users


• Assist with IT procurement, equipment configuration, and asset management


• Document resolutions, technical processes, and troubleshooting steps for internal knowledge sharing


• Embrace and develop the use of AI and digital tools to work more efficiently, reduce manual effort and improve the quality of work

Your Experience will include:

• On-site support: Experience in a customer-facing, on-site or desk-side support role


• Advanced technical knowledge: Expertise in diagnosing complex hardware and software issues, including server-level support


• Networking skills: Proficiency in configuring switches, routers, and basic wireless network management


• Systems integration: Ability to work on integrating different systems and understanding how they interconnect


• Virtualisation: Familiarity with technologies like VMware, Hyper-V, or other virtual environments


• Backup and recovery: Experience with backup software and data recovery processes


• Vendor coordination: Managing warranties and liaising with third-party hardware and software vendors


• Event support: Experience planning and delivering IT for events, meetings or presentations, including AV and meeting room technology


• Organisation and planning: Ability to coordinate equipment, people and timings across several requirements and deadlines

Technical Product Knowledge

Other skills will include accreditation or experience in some of the following technical products:

• Office 365


• Licence administration


• Creating new users & groups


• Microsoft Exchange Hybrid


• SharePoint


• OneDrive


• Teams


• Azure


• Conditional Access


• MFA


• Intune (MDM)


• ADFS

You will bring the following behaviours

• Collaboration: Works closely with senior IT teams and leadership to align support practices with organisational goals


• Customer focus: Demonstrates empathy, patience, and attentiveness in all environments. Presents a professional, approachable and confident manner when supporting customers in person


• Communication skills: Translates technical information into clear, non-technical language for customers. Actively listens to understand customer concerns before responding


• Adaptability and flexibility: Stays calm under pressure and manages multiple customers' needs simultaneously


• Composure in live situations: Stays calm and solution-focused when resolving issues in front of customers or during live events


• Time management and prioritisation: Balances a workload of technical tasks while ensuring that critical issues are addressed first. Keeps track of multiple tasks to meet Service Level Agreements (SLAs) and customer expectations


• Ownership and accountability: Takes responsibility for resolving customer issues from start to finish. Follows up after issue resolution to ensure customer satisfaction


• Continuous learning: Stays updated on technical advancements and adopts a proactive approach to skill development, seeking out learning opportunities