At a Glance
- Tasks: Join us as an IT Support Engineer, resolving tickets and supporting clients in Central London.
- Company: We're a boutique MSP managing IT for hotels and businesses in vibrant Central London.
- Benefits: Enjoy competitive salaries, career progression, and a supportive team environment.
- Why this job: Gain exposure to diverse technologies while working in a dynamic, friendly atmosphere.
- Qualifications: Basic IT skills required; experience in support roles is a plus.
- Other info: Smart casual dress code; opportunities for site visits and hands-on learning.
The predicted salary is between 28000 - 45000 £ per year.
Are you a Second Line IT Support Engineer / Technical Service Desk Technician or a First Line Support Engineer looking to join a company that can offer career progression and exposure to a wide range of technologies? If you are, we would like to hear from you as we have two positions available. One of the vacancies is for a solid 2nd Line Support Engineer and the other is for a 1st Line Support Engineer.
SECOND LINE ROLE
As the Second Line IT Support Engineer / Technical Service Desk Technician you will be predominantly office based, with occasional onsite visits to clients in Central London when required. Your key responsibilities will be resolving tickets and supporting the more junior team members. You will need excellent troubleshooting, customer service and communication skills with a solid 2nd Line technical support background covering hardware / software, networking, routers, firewalls, Hubs, LAN/WAN, Switches, PC installs etc. There will also be opportunities to progress into a third line role once you’re proven in your current position where you will take the lead on project based work.
FIRST LINE ROLE
As the First Line Support Engineer you will carry out basic IT support on a selection of client sites based in Central London. Most of the time you will visit the same client each week for a day or two at a time to carry out a range of IT support tasks, which will allow you to get familiar with the IT infrastructure on each site. But don’t worry. You will have the support of your colleagues on the Help Desk when needed for that extra technical support when required. In addition, to BAU tasks you will also work in a team out on client sites for any project based work. Although, this is a 1st line role, you will need some basic IT skills with the willingness to learn. Initially you will visit client sites with a more senior member of the team to introduce you to the client and run through your expected duties each week. No need to wear a suit. But you will need to wear smart casual clothes as the client base is predominantly Hotels in Central London. When not on site you will be expected to work from the office in Covent Garden and support the Help Desk with incoming tickets. There will also be opportunities to progress into a second line role once you’re proven in your current position.
ABOUT THE COMPANY
The company is a well-established, London based boutique MSP that manages the IT Infrastructure for a range of Hotels and commercial organisations predominantly based in Central London. The team, albeit small have exposure to a wide range of technologies covering Microsoft Operating Systems, MS Exchange, MS SQL Server, Routers, Firewalls, WAN/LAN and a wide range of software. As a successful candidate you will be a pro-active team member, helping out your colleagues when needed whilst managing your own tickets and providing ideally a First Fix First Time / First Call Resolution / FCR wherever possible.
SALARY
- First Line Support Position: £28,000 - £35,000 per annum (depending on experience) + Benefits
- Second Line Support Position: £35,000 - £45,000 per annum (depending on experience) + Benefits
LOCATION: Covent Garden, London (WC2E) (This is an Office based role with site visits in and around London)
JOB TYPE: Full-Time, Permanent
CANDIDATE REQUIREMENTS
Second Line IT Support Engineer / Technical Service Desk Technician Requirements:
- Must have previous commercial experience within a remote IT Help Desk and Deskside Support environment
- Solid experience solving / troubleshooting desktop and server problems
- MCSE or equivalent qualification
- Excellent customer facing and customer service skills
- Excellent written and verbal communication skills
- Pleasant and helpful telephone manner
- Consultative background, in particular working within a managed service environment would be highly desirable
First Line Support Engineer Requirements:
- Genuine passion for technology and a real flair for customer interaction
- Proven experience in a 1st line technical support role, with some exposure to 2nd line duties
- Solid understanding of Windows operating systems, desktop and laptop hardware, and common software applications
- Experience with software deployment tools and methodologies (desirable)
- Excellent troubleshooting skills, with a logical and methodical approach to problem-solving
- Exceptional communication and interpersonal skills – you’ll be comfortable explaining technical concepts to non-technical users
- A professional and presentable demeanour, as you’ll be representing the company on client premises
- A strong work ethic and the ability to manage your own workload effectively
TECHNICAL ENVIRONMENT
A wide range of skills make up the Company’s offering, with the main ones are listed below:
- Microsoft operating systems (desktop and server)
- Microsoft Exchange
- Microsoft SQL Server
- Symantec Backup Exec
- Symantec Anti-virus
- Veeam Backup
- ADSL, routers
- Dell SonicWALL Firewall/VPN/UTM/SSL-VPN
- Wireless networking
- Desktop applications
HOW TO APPLY
To be considered for this job vacancy, please submit your CV to our Recruitment Team who will review your details. CV’s of Job Applicants meeting this requirement will be submitted to our Client for consideration. By submitting your job application to us you are hereby giving us your express consent to submit your details to our Client for this purpose.
IT Support Engineer / First / Second Line Service Desk Technician (AWDO-P13476) in London) employer: AWD online
Contact Detail:
AWD online Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land IT Support Engineer / First / Second Line Service Desk Technician (AWDO-P13476) in London)
✨Tip Number 1
Familiarise yourself with the technologies mentioned in the job description, such as Microsoft operating systems and networking equipment. Having a solid understanding of these will not only boost your confidence but also help you stand out during any discussions.
✨Tip Number 2
Prepare to demonstrate your troubleshooting skills in a practical way. You might be asked to solve a technical problem on the spot, so practice common scenarios that you might encounter in a first or second line support role.
✨Tip Number 3
Showcase your customer service skills during the interview. Since this role involves direct interaction with clients, be ready to share examples of how you've successfully handled difficult situations or provided exceptional support in the past.
✨Tip Number 4
Dress smart casual for the interview, as you'll be representing the company in client environments. This shows that you understand the company culture and are prepared to fit in with their professional standards.
We think you need these skills to ace IT Support Engineer / First / Second Line Service Desk Technician (AWDO-P13476) in London)
Some tips for your application 🫡
Tailor Your CV: Make sure to customise your CV for the specific role you are applying for. Highlight relevant experience in IT support, particularly any roles that involved troubleshooting, customer service, and technical skills related to hardware and software.
Showcase Technical Skills: Clearly list your technical skills that match the job description, such as experience with Microsoft operating systems, networking, and any relevant certifications like MCSE. This will help demonstrate your suitability for the position.
Craft a Compelling Cover Letter: Write a cover letter that explains why you are interested in the role and how your background makes you a great fit. Use specific examples from your past experiences to illustrate your problem-solving abilities and customer service skills.
Proofread Your Application: Before submitting your application, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism.
How to prepare for a job interview at AWD online
✨Know Your Technical Stuff
Make sure you brush up on your technical knowledge related to both first and second line support. Be prepared to discuss troubleshooting methods for hardware, software, and networking issues, as well as any relevant certifications like MCSE.
✨Showcase Your Customer Service Skills
Since this role involves a lot of client interaction, be ready to demonstrate your customer service skills. Share examples of how you've effectively communicated with non-technical users and resolved their issues in a friendly manner.
✨Dress Smart Casual
While you don’t need to wear a suit, smart casual attire is essential as you'll be representing the company at client sites. Choose an outfit that looks professional yet comfortable, reflecting the environment of hotels and commercial organisations.
✨Prepare Questions for Them
Have a few thoughtful questions ready to ask the interviewers about the company culture, team dynamics, and opportunities for progression. This shows your genuine interest in the role and helps you assess if it's the right fit for you.