Technical Support Engineer

SGI; Greater London; Hybrid; GBP 36,000 - 44,000; Full time

Job summary

SGI is seeking a Technical Support Engineer in London to provide high-quality technical assistance across software, hardware, and user environments. You will support end users, manage and resolve support tickets, and contribute to structured onsite deployments by following defined plans and reporting progress to the Project Team.

This role suits someone who is methodical, customer-focused, and confident working across Windows and macOS.

Qualifications

• Experience in technical support, service desk, or IT support.
• Strong communication skills to explain technical issues to non-technical users.
• Excellent attention to detail for documentation and configuration tasks.
• Ability to follow defined processes and work as part of a project team.

Responsibilities

• Manage support requests through ticketing systems, ensuring proper categorisation and timely resolution.
• Maintain accurate records of cases, assets, configurations, and outcomes.
• Configure applications, including setup, permissions, profiles, and basic troubleshooting.
• Troubleshoot hardware, software, and peripherals (printers, scanners, docking stations, headsets).
• Support users across Windows and macOS environments, including account and device support.
• Assist with onsite installations following defined plans and report status, risks, and issues.
• Deliver training sessions remotely and onsite tailored to user needs and technical ability.
• Perform basic network checks (TCP/IP, DNS, VPNs) to identify connectivity issues.

Tools

Zendesk

Job description

Location: London, United Kingdom

Salary: £40,000 per annum

Working pattern: Hybrid (2-3 days per week in office)

Overview

We are seeking a Technical Support Engineer to provide high-quality technical assistance across software, hardware, and user environments. You will support end users, manage and resolve support tickets, and contribute to structured onsite deployments by following defined plans and reporting progress to the Project Team. This role suits someone who is methodical, customer-focused, and confident working across Windows and macOS.

What you will be doing

• Managing support requests through Zendesk (or a similar ticketing system), ensuring accurate categorisation, prioritisation, and timely resolution
• Data entry to maintain clean, reliable records of cases, assets, configurations, and outcomes
• Application configuration, including set-up, permissions, profiles, and basic troubleshooting
• Troubleshooting hardware, software, and peripheral devices (e.g., printers, scanners, docking stations, headsets)
• Supporting users across Windows and macOS environments, including account and device support
• Assisting with onsite installations by following a defined plan and reporting status, risks, and issues to the Project Team
• Delivering training sessions remotely and onsite, tailored to user needs and varying technical ability
• Performing basic network-related checks and diagnostics (TCP/IP, DNS, VPNs) to identify common connectivity issues

Key skills

• Proficiency with Zendesk or similar ticketing systems
• Basic understanding of networking concepts, including TCP/IP, DNS, and VPNs
• Familiarity with Windows and macOS environments
• Experience troubleshooting hardware, software, and peripheral devices

Requirements

• Previous experience in a technical support, service desk, or IT support role
• Strong communication skills with the ability to explain technical issues clearly to non-technical users
• Excellent attention to detail for documentation, data entry, and configuration tasks
• Ability to follow defined processes, elevate appropriately, and work effectively as part of a project team
• Willingness to work in the London office three days per week and attend onsite installations as required

By applying for this role, you consent to SGI contacting you by telephone regarding recruitment services, market updates, and relevant business opportunities

We believe in equal opportunity for all and actively encourage applications from diverse backgrounds, experiences, and perspectives.

Source Group International Ltd is acting as an Employment Business in relation to this vacancy