Junior IT Support Engineer (London based)

Realize your potential by joining the leading performance-driven advertising company! We are seeking a highly motivated and customer-focused Junior IT support engineer to join our growing IT Support team. This is an entry-level position ideal for someone starting their career, providing 1st line technical support and ensuring our employees have the best possible experience using our technology.

The ideal candidate must be adept at troubleshooting issues across both Windows and macOS environments. To thrive in this role, you’ll need:

• Experience: 0-2 years of experience in a technical or customer service environment (internships or personal project experience considered).
• Operating Systems (Critical): Demonstrable ability to troubleshoot, install, and support issues specific to Microsoft Windows (10/11) and Apple macOS.
• Technical Aptitude: Foundational knowledge of computer hardware, software, mobile devices, and basic networking concepts (TCP/IP, DNS, DHCP).
• Customer Service: Exceptional verbal and written communication skills with a patient, professional, and friendly approach to dealing with users of varying technical abilities.
• Problem-Solving: A logical and analytical approach to diagnosing problems and finding effective solutions quickly.

Bonus points if you have:

• Familiarity with a ticketing system (e.g., Jira).
• Experience with remote support tools (e.g., TeamViewer).
• Basic experience managing user accounts in Active Directory.
• Understanding of IT security principles, including phishing awareness and password hygiene.

How you’ll make an impact:

• Incident Management: Respond to, log, prioritize, and resolve support requests (tickets, emails, Chat) promptly and courteously, ensuring resolution times meet agreed-upon Service Level Agreements (SLAs).
• Multi-Platform Support (Mandatory): Provide technical support for employee devices, including setup, configuration, and troubleshooting of both Windows 10/11 laptops/desktops and Apple macOS hardware (MacBooks Pro/Air).
• User & Account Administration: Perform routine administration tasks, including password resets, onboarding, termination, and access management within Active Directory, and other key business systems.
• Software Troubleshooting: Install, configure, and troubleshoot standard business applications, including the Microsoft 365 suite (Outlook, Word), Google Workspace (Sheets, Slides, Docs, Meet), and other proprietary or cloud-based software.
• Hardware Diagnostics: Diagnose and resolve basic hardware issues related to laptops, monitors, printers, and peripheral devices (e.g., docking stations, webcams).
• Documentation & Knowledge Base: Accurately document all incidents, troubleshooting steps, and resolutions in the ticketing system to maintain a comprehensive knowledge base for the team and future self-service options.
• Escalation: Timely and clearly escalate complex or unresolved issues to the team or to 2nd Line Support or relevant specialized teams, ensuring detailed notes are provided.

Why Taboola? If you ask Taboolars what they love about working here, they’ll tell you that they’ve been empowered to realize their full potential while growing and learning from and with smart and talented people.

They’ll also share more about:

• Well-being: With an office culture that’s international, social and supportive, Taboola offers very generous benefits including 25 days holiday, excellent health insurance, some flexible working, free breakfast and lunch every day, stock options and Perkbox to name just a few.
• Flexibility: We offer a hybrid work schedule with 3 days in-office with an option to come in more often if desired.

Ready to realize your potential? Taboola is an equal opportunity employer and we value diversity in all forms. We are committed to creating an inclusive environment for all employees and believe such an environment is critical for success. Employment is decided on the basis of qualifications, merit, and business need.