IT Support Engineer – 1st & 2nd Line (London)

About the role

We are seeking an experienced IT Support Engineer to provide 1st and 2nd line support to users across a London‑based organisation. The role involves troubleshooting hardware and software issues, supporting Microsoft 365 services and ensuring a reliable IT experience for colleagues. You will work on‑site with occasional travel to other sites in York and London.

Key responsibilities

• Provide 1st and 2nd line technical support via phone, email, self‑service portal and desk‑side visits.
• Diagnose and resolve hardware, software and Microsoft 365 issues.
• Support Windows 10 and Windows 11 desktops and laptops, including configuration and user profile problems.
• Administer user accounts and permissions in Active Directory and Microsoft Entra ID.
• Support Microsoft 365 applications such as Outlook, Teams, OneDrive and SharePoint.
• Set up laptops, desktops, mobile devices and peripherals for new starters and existing staff.
• Manage Joiners, Movers and Leavers processes, ensuring secure provisioning of accounts and equipment.
• Escalate complex incidents while maintaining ownership to resolution.
• Log and update tickets in line with SLA requirements.
• Collaborate with infrastructure teams and third‑party suppliers to resolve incidents quickly.
• Identify recurring issues and contribute to problem management and service improvement.
• Create and maintain knowledge‑base articles and technical documentation.

Required profile

• Proven experience in a busy IT support environment delivering 1st and 2nd line services.
• Strong customer‑focused attitude with excellent communication skills.
• Ability to work independently and as part of a team.
• Experience managing Joiners, Movers and Leavers processes.
• Familiarity with SLA‑driven ticketing systems.

Required skills

• Microsoft 365
• Windows 10
• Windows 11
• Active Directory
• Microsoft Entra ID
• Outlook
• Teams
• OneDrive
• SharePoint

What we offer

• 6‑month fixed‑term contract, full‑time.
• Travel expenses for site visits reimbursed.
• Opportunity to work with modern Microsoft technologies.