Onsite Support Engineer

Overview

As an Onsite 2nd Line Support Engineer in the UK, you deliver deskside and onsite IT support across multiple client sites. You work closely with cross-functional teams to resolve technical challenges and maintain strong customer relationships, aiming for top client feedback. You manage tickets, meet SLAs, and understand the interoperability of the supported technologies. This role offers growth through qualifications and accreditations while contributing to customer success and reliable IT services.

Responsibilities

• Serve client sites in Central London, potentially solo or as part of a support team
• Interact with clients to set expectations and report risks and feedback
• Resolve technical issues to meet SLAs through hands-on troubleshooting and support
• Own tickets with a customer-focused approach and collaborate with teammates
• Aim for high client satisfaction and understand the interop of supported technologies

Key requirements

• Desk-side or onsite support experience
• Microsoft operating systems (Win 10/11/Server)
• Office 365 administration (Exchange Online, Teams, OneDrive)
• Azure foundational knowledge
• Active Directory administration (users, permissions, GPOs, OUs)
• Mobile Device Management – policies, MFA
• Anti-Virus
• LAN/WAN networking equipment and basic routing/switching (Cisco, Dell, HP)
• Hands-on PC/laptop hardware experience
• Nice to have: Virtualisation, SCCM, SharePoint permissions

• Customer-focused
• Professional and proactive communication
• Team collaboration
• Windows 10/11/Server
• Office 365 administration
• Azure basics

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