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- Tasks: Provide top-notch technical support to VIPs and ensure smooth IT operations.
- Company: Join a forward-thinking Managed Service Provider with a focus on excellence.
- Benefits: Competitive salary, professional development, and a dynamic work environment.
- Why this job: Make a real impact by delivering exceptional service to high-profile clients.
- Qualifications: Experience in IT support, strong troubleshooting skills, and a customer-focused attitude.
- Other info: Opportunities for growth and collaboration in a vibrant team.
The predicted salary is between 28800 - 43200 ÂŁ 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.
- 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 employer: NP Group
Contact Detail:
NP Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Onsite Support Engineer
✨Tip Number 1
Network like a pro! Attend industry meetups or tech events where you can connect with potential employers and other professionals. Don’t be shy—introduce yourself and share your passion for IT support!
✨Tip Number 2
Show off your skills in real-time! Consider setting up a demo or a mini-project that showcases your troubleshooting abilities. This could be a great conversation starter during interviews and shows you’re proactive.
✨Tip Number 3
Prepare for those tricky interview questions! Brush up on common scenarios you might face as an Onsite Support Engineer, especially around VIP support. Practice articulating your thought process clearly and confidently.
✨Tip Number 4
Don’t forget to apply through our website! We love seeing candidates who are genuinely interested in joining our team. Plus, it’s the best way to ensure your application gets the attention it deserves.
We think you need these skills to ace Onsite Support Engineer
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, like troubleshooting hardware and software issues. We want to see how you can bring your unique flair 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 'white glove' service and how your background makes you a perfect fit for this role. We love seeing personality, so don’t hold back!
Show Off Your Communication Skills: Since this role involves working closely with users and remote teams, make sure your written application showcases your excellent communication skills. Clear, concise language will help us see that you can convey complex information effectively.
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It helps us keep track of your application and ensures you get all the updates directly from us. Plus, it’s super easy!
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.
✨Showcase Your Customer Service Skills
Since this role involves providing 'white glove' service to VIPs, prepare examples of how you've delivered exceptional customer service in previous roles. Highlight any experiences where you managed high-pressure situations or escalated issues effectively.
✨Prepare for Scenario-Based Questions
Expect to face scenario-based questions that assess your problem-solving abilities. Think about common technical issues you might encounter and how you would approach them, especially when working with high-profile users.
✨Demonstrate Your Communication Skills
Effective communication is key in this role. Practice explaining complex technical concepts in simple terms, as you'll need to guide users through solutions. Be prepared to discuss how you document support requests and maintain records.
