Onsite Support Engineer

Overview

Salary: £30k – £45k – depending on experience. 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.

Details

Position: Onsite Support Engineer
Location: London
Start Date: ASAP
Salary: £30k – £45k – depending on experience

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.

Required Skills

• 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.

Desirable Skills

• ITIL 4 Foundation certification.
• CompTIA Security+.
• Bachelor\’s degree in IT, Computer Science, or related field.
• Familiarity with advanced Microsoft 365 and Apple environments.

Experience

• 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.

Qualifications

• CompTIA A+
• CompTIA Network+
• Microsoft 365 Fundamentals (MS-900)
• Microsoft Azure Fundamentals (AZ-900)

Desirable/Optional

• ITIL 4 Foundation
• CompTIA Security+
• Bachelor\’s degree in IT, Computer Science, or related field

Networking People (UK) is acting as an Employment Agency in relation to this vacancy.

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