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- Tasks: Provide top-notch IT support and resolve complex technical issues for clients.
- Company: Join a fast-growing managed services provider in London.
- Benefits: Earn a competitive salary, performance bonuses, and access to industry training.
- Why this job: Make a real impact by helping clients with cutting-edge technology solutions.
- Qualifications: Experience in 2nd Line IT Support and strong troubleshooting skills required.
- Other info: Dynamic team environment with opportunities for personal and professional growth.
The predicted salary is between 32000 - 36000 £ per year.
A fantastic opportunity for a skilled IT Support professional with strong Microsoft 365, Azure and endpoint management experience to join a fast-growing managed services environment delivering high-quality technical support and cloud computing solutions.
We have a fantastic new job opportunity for an Onsite IT Support Engineer / 2nd Line Desktop Support Technician to join a dynamic managed services environment supporting London-based clients. As an Onsite IT Support Engineer / 2nd Line Desktop Support Technician you will act as a key escalation point, resolving complex IT support issues across Microsoft Windows, Microsoft 365, Azure cloud services and endpoint management platforms. The Onsite IT Support Engineer / 2nd Line Desktop Support Technician will deliver outstanding customer service, manage incidents and service requests in line with ITIL processes, and mentor junior team members while ensuring SLAs and security standards are consistently achieved.
Your duties as the Onsite IT Support Engineer / 2nd Line Desktop Support Technician include:
- Log, classify and resolve incidents and service requests via telephone, email and live chat
- Investigate complex desktop support and end-user computing issues escalated from 1st Line
- Troubleshoot Windows 10/11, Microsoft Office (Outlook, Teams, Word, Excel, PowerPoint), Entra ID, Active Directory, Intune and Autopilot
- Assist with Azure administration, DNS, DHCP and infrastructure monitoring toolsets
- Support onboarding processes and configure user accounts, devices and access
- Escalate application issues to third-party software vendors where required
- Manage P1 incidents and priority tickets in line with agreed service level agreements
- Maintain accurate ticket documentation and provide regular client updates
- Deliver high-priority assistance to senior stakeholders
- Mentor and support 1st Line engineers to enhance technical capability
- Provide onsite support cover when required
ESSENTIAL:
- Previous experience in a 2nd Line IT Support, Service Desk Analyst or Technical Support Engineer role
- Proven experience of troubleshooting Microsoft Windows 10/11 and Microsoft 365 applications
- Experience with Entra ID, Active Directory, Intune and Autopilot administration
- Experience with DNS and DHCP configuration and troubleshooting
- Experience working within an ITIL framework, including Incident Management and Service Request Fulfilment
- Proven experience of working to SLAs within a structured service desk environment
- Excellent communication and customer service skills with clear written and spoken English
- Ability to prioritise workload, manage competing demands and maintain high-quality ticket documentation
- Proactive, solutions-focused approach with strong problem-solving skills
- Collaborative team player committed to maintaining an inclusive working environment
DESIRABLE:
- Experience within a Managed Service Provider (MSP) environment
- ITI v3 or v4 Foundation certification
- Experience supporting Apple Mac devices
- Knowledge of cyber security best practice and security incident processes
- Experience in an ISO27001 aligned environment
- Experience with Windows Server administration and networking / WiFi troubleshooting
Benefits include performance based bonus (up to £4,000), industry renowned training and certifications (sponsored), personal development time with access to Pluralsight training platform, discretionary company sick pay, and 23 days’ holiday.
Onsite IT Support Engineer / 2nd Line Desktop Support Technician in London employer: AWD online
Contact Detail:
AWD online Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Onsite IT Support Engineer / 2nd Line Desktop Support Technician in London
✨Tip Number 1
Get your online test sorted! This is your first hurdle, and passing it will get you one step closer to that Onsite IT Support Engineer role. Make sure you’re familiar with the key skills mentioned in the job description, like Microsoft 365 and Azure.
✨Tip Number 2
Network like a pro! Connect with current employees on LinkedIn or attend industry meetups. It’s all about who you know, and a friendly chat can sometimes lead to a referral that gets your application noticed.
✨Tip Number 3
Prepare for the interview by brushing up on common technical questions related to Windows troubleshooting and ITIL processes. We want you to shine, so practice explaining your thought process clearly and confidently.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application lands directly in front of our recruitment team. Plus, it shows you’re serious about joining us in delivering top-notch IT support.
We think you need these skills to ace Onsite IT Support Engineer / 2nd Line Desktop Support Technician in London
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience with Microsoft 365, Azure, and endpoint management. We want to see how your skills match the role, so don’t be shy about showcasing your relevant experience!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you’re the perfect fit for the Onsite IT Support Engineer role. Share specific examples of how you've tackled complex IT issues in the past.
Prepare for the Online Test: Don’t forget about the online test! Brush up on your technical knowledge and problem-solving skills. It’s a great way for us to see how you compare with other applicants, so give it your best shot!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the easiest way for us to receive your application and ensures you’re considered for the role. Plus, we love seeing applications come in through our platform!
How to prepare for a job interview at AWD online
✨Know Your Tech Inside Out
Make sure you brush up on your knowledge of Microsoft 365, Azure, and endpoint management. Be ready to discuss specific troubleshooting scenarios you've encountered in the past, as this will show your practical experience and problem-solving skills.
✨Master the ITIL Framework
Since the role involves managing incidents and service requests, it’s crucial to understand ITIL processes. Familiarise yourself with how incident management works and be prepared to explain how you've applied these principles in previous roles.
✨Show Off Your Customer Service Skills
This position requires excellent communication and customer service abilities. Think of examples where you’ve gone above and beyond for a client or resolved a tricky situation. This will demonstrate your commitment to delivering outstanding support.
✨Prepare for the Online Test
Before the interview, make sure to complete the online test. It’s your first hurdle, so take it seriously! Review relevant materials and practice any technical questions that might come up to ensure you reach the pass mark.