Technical Support Engineer - Remote H/F in London

Company DescriptionVersion 1 has celebrated 30 years in business and continues to be trusted by global brands to deliver technology and transformation solutions that drive customer success. We foster strong partnerships with global technology leaders including Microsoft, AWS, Oracle, Red Hat, OutSystems, Snowflake, ensuring that our customers are provided with the highest quality solutions and services. We’re an award-winning employer reflecting how our employees are at the very heart of what we do: UK & Ireland's premier AWS, Microsoft & Oracle partner 3300+ strong, 350/300m revenue business 10+ years as a Great Place to Work in Ireland & UK Best Workplace for Women in the UK & Ireland by GPTW Best Workplace for Wellbeing in the UK by GPTW We’re a core values driven company, we hire people who share our values, and we reward those who display and foster them, it’s deeply embedded within our DNA. Job DescriptionOur ASPIRE Global Service Centre is the central hub of our Service Management operations. Beyond a traditional Service Desk, it stands as the central authority and shared service delivery hub, orchestrating all operational workflows, processes, procedures, and tooling. It’s a core delivery component of the Version 1 ASPIRE Managed Services offering that places AI, continuous improvement and business innovation at the heart of everything Version 1 does. With a focus on supporting self-service and automation, we utilise the best digital capabilities of the ServiceNow ITSM tooling product to provide the very best experience to our customers.In this role, you will serve as the primary point of contact for local technical support at our organisation's customer sites. Your responsibilities will include delivering prompt and professional assistance to resolve IT-related challenges, enabling your colleagues and customers to remain productive and achieve their goals. With a strong focus on delivering exceptional customer service, you will apply your technical expertise to ensure a dependable IT infrastructure. Whether addressing first-level issues, escalating complex problems, or performing maintenance tasks, you will be dedicated to maintaining an efficient and seamless IT environment.The ideal candidate will play a pivotal role in resolving advanced technical issues, including Microsoft 365 and Windows operating systems environments whilst being proficient in security practices (i.e. MFA) MacOS, mobile device management and remote support tools. Serve as the first point of contact for technical support via phone, email, or chat.Log and manage incidents, service requests, and queries in the ServiceNow ITSM or Customer systems.Perform initial triage, diagnosis and troubleshooting for IT issues, including hardware, software, Audio Visual, and network problems.Contribute to the development and maintenance of the IT knowledge base.Handling escalations calmly & professionallyOnsite presence & demonstrating end user empathyProvision of VIP / Executive supportMonitor system performance and identify potential issues proactively.Conduct routine health checks of systems, applications, and networks to ensure optimal performance.Couriers, Vendors)Manage user accounts, permissions, and access rights.Install, update, and patch software applications according to company policy.Maintain inventory of IT equipment and manage equipment lifecycle.Perform scheduled maintenance, such as software updates, patch installations, and backups.Support audio/visual equipment for meeting rooms and company events.Collaborate with other IT teams to address complex or recurring problems / Escalation to L2/L3 support teamsTest business continuity measures, including disaster recovery plans, to ensure readiness.Collaborate with other IT team members to ensure timely resolution of issues and continuous improvement of service delivery. Participate in ongoing training and development to stay current with IT trends and technologies.QualificationsSkills, Education & Qualifications:Minimum of 2-5 years of experience in deskside support.Strong understanding of IT infrastructure, systems, and troubleshooting methodologies.Experience with service desk management tools (e.g., ServiceNow).Knowledge of ITIL frameworks and best practices; ITIL v4 certification preferred.Customer-focused mindset with a commitment to delivering high-quality support.Proficiency in Microsoft Office 365 Support (M365 & O365)Proficiency in Windows 10/11 Operating Systems and associated troubleshootingProficiency in MacOS troubleshooting and supportSecurity awareness and support (MFA, phishing)Proficiency in server interaction (password resets, AD tasks) / Hardware troubleshooting skills.Mobile Device management toolsExperience with remote support toolsUnderstanding and working knowledge of asset management toolsUnderstanding of basic networking concepts and associated troubleshooting (TCP/IP, DNS, DHCP)Printer & scanner troubleshootingKnowledge of AWS and Azure fundamentals.Proficiency in Azure Active Directory and Group Policy Support.Ability to lift and transport equipment (logistics, i.e. installs, desk moves, hardware deployment)Mobility to access various office areas, including under desks and in server/Comms rooms.At Version 1, we believe in providing our employees with a comprehensive benefits package that prioritises their wellbeing, professional growth, and financial stability. Share in our success with our Quarterly Performance-Related Profit Share Scheme, where employees collectively benefit from a share of our company's profits Strong Career Progression & mentorship coaching through our Strength in Balance & Leadership schemes with a dedicated quarterly Pathways Career Development programme Flexible/remote working, Version 1 is tremendously understanding of life events and people’s individual circumstances and offer flexibility to help achieve a healthy work life balance Financial Wellbeing initiatives including; Pension, Private Healthcare Cover, Life Assurance, Financial advice and an Employee Discount scheme Employee Wellbeing schemes including Gym Discounts, Bike to Work, Fitness classes, Mindfulness Workshops, Employee Assistance Programme and much more. Generous holiday allowance, enhanced maternity/paternity leave, marriage/civil partnership leave and special leave policies Educational assistance, incentivised certifications, and accreditations, including AWS, Microsoft, Oracle, and Red Hat Reward schemes including Version 1’s Annual Excellence Awards & ‘Call-Out’ platform. Environment, Social and Community First initiatives allow you to get involved in local fundraising and development opportunities as part of fostering our diversity, inclusion and belonging schemes. We are committed to building a diverse, inclusive and respectful workplace where everyone feels valued and able to thrive. We are committed to building a diverse, inclusive and respectful workplace where everyone feels valued and able to thrive. We welcome applications from people of all backgrounds, identities and lived experiences, and we value the different perspectives people bring including those shaped by disability and neurodiversity. Video links: SummaryType: Full-timeFunction: Information TechnologyExperience level: Mid-Senior LevelIndustry: Information Technology And Services