Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Provide IT support, troubleshoot issues, and assist clients in Central London.
- Company: A dynamic boutique MSP managing IT for hotels and businesses in London.
- Benefits: Competitive salary, career progression, and exposure to diverse technologies.
- Other info: Smart casual dress code and opportunities for advancement in a vibrant environment.
- Why this job: Join a supportive team and grow your tech skills while making a real impact.
- Qualifications: Passion for technology and customer service; experience in IT support is a plus.
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. You will have the support of your colleagues on the Help Desk when needed for that extra technical support. 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
- 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
IT Support Engineer / First / Second Line Service Desk Technician 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 in London
✨Tip Number 1
Network like a pro! Attend tech meetups or local IT events in London. It's a great way to meet potential employers and get your name out there. Plus, you never know who might have the inside scoop on job openings!
✨Tip Number 2
Practice your interview skills with a mate or even in front of the mirror. Focus on showcasing your troubleshooting skills and customer service experience. Remember, they want to see how you handle real-life scenarios, so be ready to share examples!
✨Tip Number 3
Don’t just apply anywhere; apply through our website! We love seeing candidates who are genuinely interested in joining our team. Tailor your application to highlight your relevant skills and experiences that match the roles we’re offering.
✨Tip Number 4
Follow up after your interviews! A quick thank-you email can go a long way. It shows your enthusiasm for the role and keeps you fresh in their minds. Just keep it short and sweet, and remind them why you’d be a great fit!
We think you need these skills to ace IT Support Engineer / First / Second Line Service Desk Technician in London
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the role you're applying for. Highlight relevant experience and skills that match the job description, especially your troubleshooting and customer service abilities.
Craft a Catchy Cover Letter: Your cover letter is your chance to shine! Use it to express your passion for technology and how your background makes you a great fit for our team. Keep it concise but engaging!
Show Off Your Communication Skills: Since communication is key in this role, make sure your written application reflects your ability to explain technical concepts clearly. Avoid jargon and keep it simple for us to understand your points.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the position you’re interested in!
How to prepare for a job interview at AWD Online
✨Know Your Tech Inside Out
Make sure you brush up on your technical knowledge, especially around Microsoft operating systems, networking, and troubleshooting. Be ready to discuss specific scenarios where you've resolved issues, as this will show your practical experience.
✨Show Off Your Customer Service Skills
Since this role involves a lot of client interaction, prepare examples that highlight your customer service abilities. Think about times when you turned a frustrated client into a satisfied one – those stories will resonate well!
✨Dress Smart Casual
While you don’t need to wear a suit, smart casual is the way to go. This shows you respect the client environment, especially since you'll be visiting hotels. A neat appearance can make a great first impression!
✨Prepare Questions for Them
Interviews are a two-way street! Prepare thoughtful questions about the team dynamics, career progression opportunities, and the technologies they use. This shows your genuine interest in the role and helps you assess if it's the right fit for you.