IT Support Engineer in London

The IT Support Engineer will provide high-quality first- and second-line support to users across Gravity Media, supporting a modern Microsoft-first environment spanning endpoint devices, cloud services, collaboration platforms, identity, security and core infrastructure. Based in White City, London, the role will support users globally using remote management tools, automation and clear service desk processes. The role will help maintain and improve end-user technology services including Microsoft 365, Entra ID / Active Directory, Intune, Autopilot, Windows 10/11 endpoints, Teams, SharePoint, OneDrive, networking and selected server platforms. This is an ideal opportunity for a motivated, adaptable and resourceful support engineer who enjoys problem solving, ownership, user engagement and modern workplace technology.

Working location: White City, London

Weekly hours: 40 hours per week, evenings and weekends

Reporting to: Head of Corporate IT and Cyber Security

Role type: Full Time, Permanent

What you'll be responsible for:

• Provide first and second line IT support to users globally across office, remote and production environments.
• Own, triage, prioritise and progress service desk tickets, incidents and requests through to resolution.
• Support Microsoft 365 services including Outlook, Teams, SharePoint, OneDrive and core productivity tools.
• Administer and support users, groups, devices and access within Active Directory, Entra ID and related identity platforms.
• Deploy, configure and support Windows 10/11 devices using Microsoft Intune, Autopilot and modern endpoint management practices.
• Assist with laptop builds, application deployment, patching, device compliance, endpoint security and asset lifecycle management.
• Support core infrastructure including servers, networking, Wi‑Fi, printers, meeting rooms, VPN and remote access services.
• Use remote management, monitoring and scripting tools to diagnose issues, automate repeatable tasks and improve service delivery.
• Create and maintain clear knowledge base articles, user guides, process notes and technical documentation.
• Communicate clearly with users and stakeholders, setting expectations and providing timely progress updates.
• Contribute to continual improvement across the helpdesk, endpoint estate, onboarding/offboarding and IT support processes.

This role is for you if you:

• Have previous experience in an IT support, service desk or end-user computing role.
• Possess strong working knowledge of Microsoft 365, including Outlook, Teams, SharePoint, OneDrive and Office applications.
• Have experience supporting Windows 10/11, Microsoft Office, laptops, desktops, peripherals and mobile devices.
• Have a good understanding of Active Directory, Entra ID, domains, users, groups, permissions and Group Policy.
• Have practical experience with Microsoft Intune, Autopilot, device enrolment, compliance policies and application deployment.
• Have good networking fundamentals including TCP/IP, DNS, DHCP, VPN, Wi‑Fi and basic switch/firewall troubleshooting.
• Exhibit confident telephone, remote and face‑to‑face support skills with a strong customer service mindset.
• Can manage priorities, document work accurately and communicate technical information clearly.
• Have PowerShell or Bash scripting for automation, troubleshooting and reporting.
• Possess knowledge of Microsoft Azure, Defender for Endpoint, Conditional Access and endpoint security controls.
• Have experience with monitoring, RMM, ticketing, asset management and remote support toolsets.
• Have working knowledge of Windows Server, file services, print services and backup concepts.
• Are familiar with ITIL-aligned incident, request, change and problem management practices.
• Have experience supporting audio visual, meeting room or production/broadcast-adjacent technology.

Key Competencies:

• Excellent customer service and user engagement skills.
• Logical, calm and structured approach to troubleshooting and problem solving.
• Strong planning, organisation and prioritisation skills.
• Good written and verbal communication, with the ability to explain technical matters simply.
• Keen eye for detail, documentation and process improvement.
• Passionate about emerging IT, cloud, security and modern workplace technologies.
• Collaborative, proactive and comfortable working with global teams.

Equal Employment Opportunity:

Gravity Media is an equal‑opportunity employer and we welcome a diverse range of applicants. All qualified applicants will receive consideration for employment without regard to any characteristic protected by law. If you need assistance or an accommodation during the application process because of a disability, it is available upon request. The company is pleased to provide such assistance, and no applicant will be penalised as a result of such a request.