Infrastructure Technical Support Practitioner (L1/L2)
Location: London (Onsite)
Employment Type: Contract
Infrastructure Technical Support Practitioner
Overview
We are seeking an experienced Infrastructure Technical Support Practitioner to provide hands-on technical support across a diverse IT environment. The successful candidate will be responsible for delivering first and second-line support for end-user devices, software applications, infrastructure components, and configured services.
Working within defined operational processes and service management frameworks, you will play a key role in maintaining service availability, resolving technical issues, and supporting both production and development environments.
This is an onsite role requiring strong customer service skills, practical troubleshooting experience, and a broad understanding of IT infrastructure technologies.
Key Responsibilities
Technical Support
- Provide ongoing support and maintenance of production and development systems.
- Deliver both remote and onsite technical support to end users.
- Diagnose and resolve hardware, software, operating system, and application issues.
- Support configured services operating on a variety of platforms.
- Perform first-line and second-line troubleshooting activities in accordance with operational procedures.
- Escalate complex incidents to specialist support teams where appropriate.
Desktop & End User Computing Support
- Build, configure, deploy, and maintain laptops and desktop devices.
- Support device imaging, provisioning, and software deployment processes.
- Troubleshoot Windows operating system issues and performance problems.
- Install, configure, and maintain Microsoft Office and business applications.
- Support user account administration and access management activities.
- Provide assistance with onboarding and technology setup for new users.
Infrastructure Support
- Provide operational support across server, network, and infrastructure environments.
- Assist with monitoring and maintaining technology platforms.
- Support connectivity issues involving LAN, WAN, Wi-Fi, VPN, DNS, and DHCP services.
- Perform basic system administration and maintenance activities.
- Assist with hardware installations, relocations, and upgrades.
- Configure and troubleshoot smartphones, tablets, and associated applications.
- Provide printer support, including:
- Network printer setup
- Basic hardware fault diagnosis
Service Management
- Log, manage, and resolve incidents and service requests within agreed SLAs.
- Maintain accurate documentation of issues, resolutions, and technical procedures.
- Contribute to continuous improvement initiatives within the support function.
- Ensure adherence to organisational security, compliance, and operational standards.
Required Skills & Experience
Technical Skills
- Strong knowledge of Windows 10/11 environments.
- Experience supporting Microsoft Office and Microsoft 365 applications.
- Practical experience troubleshooting desktop and laptop hardware.
- Understanding of device imaging and deployment processes.
- Knowledge of IT infrastructure components including:
- Servers
- Networks
- Operating systems
- End-user computing environments
- Experience supporting iOS and Android mobile devices.
- Basic printer support and troubleshooting experience.
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Infrastructure Technical Support Practitioner (L1/L2) employer: Cpl
Join a dynamic Belfast-based organisation that values its employees and fosters a collaborative work culture. As a Deputy Principal Accountant, you will benefit from professional development opportunities, competitive remuneration, and the chance to lead a talented finance team while contributing to impactful financial governance. This role not only offers a varied and rewarding career path but also allows you to make a meaningful difference in the organisation's financial health.
