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- Tasks: Provide top-notch onsite tech support to VIPs and ensure smooth IT operations.
- Company: Join a forward-thinking Managed Service Provider with a focus on innovation.
- Benefits: Competitive salary, hands-on experience, and opportunities for professional growth.
- Why this job: Make a real impact by delivering exceptional service to high-profile clients.
- Qualifications: 1-2 years in IT support, strong troubleshooting skills, and a customer-focused attitude.
- Other info: Dynamic role with travel within London and opportunities for continuous improvement.
The predicted salary is between 36000 - 60000 £ per year.
An excellent opportunity for an Onsite Support Engineer to join a forward-thinking Managed Service Provider. This role provides hands-on, in-person technical support across the organisation, delivering a "white glove" service to VIPs (CEOs, Directors, etc.) and ensuring seamless IT operations. The Onsite Support Engineer acts as the primary onsite escalation point, collaborates with remote teams, coordinates with vendors, and supports both Windows and Apple users, maintaining the highest service standards.
Key Responsibilities- Deliver day-to-day, onsite technical support to users, including VIPs, ensuring a professional service experience.
- Diagnose and resolve complex hardware, software, and network issues, escalating to remote teams as required.
- Utilise remote access tools when needed and collaborate with remote IT engineers to resolve incidents efficiently.
- Provide guidance, training, and best-practice advice to users, ensuring minimal disruption.
- Install, configure, and maintain hardware, software, and network devices (routers, switches, firewalls).
- Manage user accounts, permissions, and access controls; assist with password resets and account recovery.
- Maintain detailed records of support requests, resolutions, and IT asset management (hardware/software licences).
- Implement and enforce security procedures; educate users on security best practices.
- Manage escalations to third-party vendors and software providers.
- Travel primarily within London Zone 1 and between office locations; provide out-of-hours support when required.
- Identify opportunities for process improvement and contribute to continuous service enhancement.
- Strong troubleshooting and analytical skills.
- Excellent verbal and written communication.
- In-depth knowledge of hardware, software, and networking.
- Proficient in time management, prioritisation, and documentation.
- Ability to work independently and collaboratively.
- Professional, reliable, proactive, and customer-focused.
- CompTIA Security+.
- Bachelor's degree in IT, Computer Science, or related field.
- Familiarity with advanced Microsoft 365 and Apple environments.
- 1–2 years' experience in a 2nd line or onsite support role, ideally within an MSP.
- Experience delivering "white glove" support to VIPs (CEOs, Directors, etc.).
- Proven ability to collaborate with remote teams and escalate incidents appropriately.
- Experience managing vendor or third-party escalations.
- Experience supporting Microsoft 365 and Apple environments.
- Track record of diagnosing complex issues and providing excellent customer service.
- CompTIA A+
- CompTIA Network+
- Microsoft 365 Fundamentals (MS-900)
- ITIL 4 Foundation
- CompTIA Security+
- Bachelor's degree in IT, Computer Science, or related field.
Onsite Support Engineer in London employer: NP Group
Contact Detail:
NP Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Onsite Support Engineer in London
✨Tip Number 1
Network like a pro! Attend industry events, meetups, or even online webinars. The more people you know in the field, the better your chances of landing that Onsite Support Engineer role. Don't be shy—introduce yourself and share your passion for tech!
✨Tip Number 2
Show off your skills! If you get the chance, demonstrate your troubleshooting prowess during interviews. Bring examples of past experiences where you resolved complex issues, especially for VIPs. This will help us see how you handle pressure and deliver that 'white glove' service.
✨Tip Number 3
Prepare for those tricky questions! Brush up on common technical scenarios you might face as an Onsite Support Engineer. Think about how you'd approach diagnosing hardware or software problems, and be ready to explain your thought process clearly.
✨Tip Number 4
Apply through our website! We love seeing candidates who take the initiative. Make sure your application stands out by tailoring it to the role. Highlight your experience with Microsoft 365 and Apple environments, and don’t forget to mention your customer service skills!
We think you need these skills to ace Onsite Support Engineer in London
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Onsite Support Engineer role. Highlight your experience with VIP support and any relevant technical skills, especially in Windows and Apple environments. We want to see how you can bring that 'white glove' service to our team!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about providing top-notch support and how your background aligns with our needs. We love seeing enthusiasm and a personal touch, so let your personality come through!
Showcase Your Problem-Solving Skills: In your application, don’t forget to mention specific examples of how you've diagnosed and resolved complex issues in the past. We’re looking for those strong troubleshooting skills, so share your success stories to impress us!
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 role. Plus, it shows you’re proactive, which is exactly what we’re looking for!
How to prepare for a job interview at NP Group
✨Know Your Tech Inside Out
Make sure you brush up on your troubleshooting skills and have a solid understanding of both Windows and Apple environments. Be ready to discuss specific technical issues you've resolved in the past, especially those that required collaboration with remote teams.
✨Show Off Your Customer Service Skills
Since this role involves providing 'white glove' support to VIPs, it's crucial to demonstrate your customer service prowess. Prepare examples of how you've handled difficult situations or provided exceptional service to high-profile clients.
✨Be Ready for Scenario Questions
Expect scenario-based questions where you'll need to explain how you'd handle specific technical issues or user requests. Think about common problems you might face in an onsite support role and how you'd approach them, especially when it comes to escalation processes.
✨Highlight Your Process Improvement Ideas
This position values continuous service enhancement, so come prepared with ideas on how you could improve existing processes. Think about any past experiences where you've identified inefficiencies and how you addressed them.