Technical Support Engineer

Picture More Ltd; West End; On-site; GBP 34,000 - 40,000; Full time

Job summary

A technology services company in the UK seeks a Technical Support Engineer to provide expert third-line support and manage incidents within ITIL processes. You will work with Microsoft 365 and Active Directory, ensuring high-quality service delivery. Ideal candidates will have a strong technical background, experience in a structured support environment, and excellent customer service skills. The role offers a salary up to £40,000 and a collaborative work culture.

Qualifications

• Proven experience as a Technical Support Engineer or Senior IT Support Analyst.
• Strong Microsoft 365 and Active Directory administration skills.
• Calm, professional approach under pressure.

Responsibilities

• Providing third-line technical support and owning incidents end to end.
• Working within ITIL v4-aligned processes with a strong focus on incident management.
• Supporting Microsoft 365, Active Directory, Windows 11, Intune, SCCM, and Citrix.

Skills

Microsoft 365 administration

Active Directory administration

Incident management

Customer service

Technical troubleshooting

Education

ITIL v4 certification

Tools

ServiceNow

Job description

Overview

Technical Support Engineer – Do you enjoy owning incidents end to end and working in a structured ITIL-led support environment?

We’re recruiting a Technical Support Engineer to join an established IT Operations team in London. Joining a collaborative support function where service quality, accountability, and clear processes are genuinely valued.

What’s on offer

• Salary up to £40,000
• Shift pattern between 8:00am and 6:30pm, Monday to Friday
• Join an experienced support team of 12 engineers
• Exposure to both technical engineering and service management
• Stable, professional services environment with modern tooling

What you’ll be doing

• Providing third-line technical support and owning incidents end to end
• Working within ITIL v4-aligned processes, with a strong focus on incident management
• Using ServiceNow as the ITSM platform for tickets, workflows, and reporting
• Supporting Microsoft 365, Active Directory, Windows 11, Intune, SCCM, and Citrix
• Supporting remote working technologies including VPN, MFA, and mobile devices
• Providing AV support across meeting rooms
• Building and supporting laptops and desktops
• Contributing to proactive incident management and service improvements where possible
• Travelling to other sites on a reactive basis, depending on business needs

What we’re looking for

• Proven experience as a Technical Support Engineer or Senior IT Support Analyst
• ITIL v4 certification strongly preferred
• Strong Microsoft 365 and Active Directory administration skills
• Confident handling incidents in a structured, process-driven environment
• Comfortable balancing technical troubleshooting with service management discipline
• Excellent communication and customer service skills
• Calm, professional approach under pressure

Interested?

If you’re looking for a role where you can focus on quality incident management, work within clear ITIL processes, and be part of a supportive IT team, we’d love to hear from you.

Apply now to find out more.

Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive workplace where all employees feel valued and respected. We encourage applications from candidates of all backgrounds.