Support Technician (Onsite - London)

The onsite Support Technician is a proactive and customer-focused IT professional responsible for delivering technical support across a range of IT infrastructure solutions. This role primarily involves troubleshooting, maintaining, and supporting desktop environments, end-user devices, and core IT services including AV support encompassing meeting room and event hosting technology. The Onsite Support Technician will ensure smooth IT operations by resolving incidents, assisting users, and maintaining key IT systems .

Responsibilities

• Provide support for desktops, laptops, mobile devices, and core IT services • Assist with server administration and advanced configuration tasks under supervision • Support networking and wireless technologies, including troubleshooting connectivity issues • Manage and resolve O365 security and administration issues, including user account management and access controls • Assist in virtual machine technologies for provisioning and maintenance • Provide face to face, desk-side support on site, delivering excellent customer service to all levels of staff and ensuring timely issue resolution • Monitor and maintain IT systems using support tools aligned with ITIL best practices • Contribute to incident management, logging and tracking issues within SLAs • Support key business applications and ensure minimal disruption to users • Assist with IT procurement, equipment configuration, and asset management • Document resolutions, technical processes, and troubleshooting steps for internal knowledge sharing • Embrace and develop the use of AI and digital tools to work more efficiently, reduce manual effort and improve the quality of work
• Managing warranties and liaising with third-party hardware and software vendors

Creating new users & groups

• Microsoft Exchange Hybrid SharePoint OneDrive Teams Azure Conditional Access MFA Intune (MDM) ADFS Audio Visual meeting room panels
• Collaboration: Works closely with senior IT teams and leadership to align support practices with organisational goals
• Stays calm and solution-focused when resolving issues in front of customers or during live events
• Balances a workload of technical tasks while ensuring that critical issues are addressed first.
• Keeps track of multiple tasks to meet Service Level Agreements (SLAs) and customer expectations Ownership and accountability: Takes responsibility for resolving customer issues from start to finish.
• Follows up after issue resolution to ensure customer satisfaction Continuous learning: Stays updated on technical advancements and adopts a proactive approach to skill development, seeking out learning opportunities

Requirements

• On-site support: Experience in a customer-facing, on-site or desk-side support role
• Experience planning and delivering IT for events, meetings or presentations, including AV and meeting room technology
• Expertise in diagnosing complex hardware and software issues, including server-level support
• Proficiency in configuring switches, routers, and basic wireless network management
• Ability to work on integrating different systems and understanding how they interconnect
• Familiarity with technologies like VMware, Hyper-V, or other virtual environments

Experience with backup software and data recovery processes

• Ability to coordinate equipment, people and timings across several requirements and deadlines
• Product Knowledge Other skills will include accreditation or experience in some of the following technical products: Office 365 Licence administration
• Demonstrates empathy, patience, and attentiveness in all environments.
• Presents a professional, approachable and confident manner when supporting customers in person Communication skills: Translates technical information into clear, non-technical language for customers.
• Actively listens to understand customer concerns before responding
• Stays calm under pressure and manages multiple customers' needs simultaneously

Hours

Monday to Friday, 37.5 hours per week with a 1 hour unpaid lunch break, worked between 8am and 6pm Shifts: 3 rotating shifts: 8am to 4:30pm, 9am to 5:30pm and 9:30am to 6pm Location: On client site in London, 5 days per week