L1​/L2 Support Engineer; Deskside Support

L1/L2 Support Engineer (Deskside Support)

Location:

East London, (Onsite) Pay of rate : £145 inside IR per day Contract Type:
Contract (Rolling Contract) Initial 6-month contract with a strong possibility of extension as part of a permanent ongoing service. Working Hours Monday to Friday No weekends or bank holidays Operational hours: 08:00 – 18:00 Shift rota: 08:00 – 16:00 09:00 – 17:00 10:00 – 18:00

Role Overview We are seeking a customer-focused Tech Bar Support Engineer to provide onsite desktop support services within a busy enterprise environment. The successful candidate will work from a dedicated Tech Bar, supporting end users who book appointments for technical assistance and troubleshooting. This role focuses on providing Level 2 desktop support for hardware, software, network, and user account-related issues while delivering an excellent customer experience.

Key Responsibilities Provide face-to-face technical support through the Tech Bar appointment service. Troubleshoot and resolve 1st, 1.5, and 2nd line desktop support incidents. Diagnose and resolve hardware issues affecting Windows laptops, Mac Books, desktops, peripherals, and mobile devices. Support Apple iPhones and related mobile device issues. Troubleshoot Windows 11 and macOS operating system issues. Support and resolve incidents relating to Microsoft 365 applications and services.

Troubleshoot Global Protect VPN connectivity issues. Investigate and resolve Wi-Fi, network connectivity, and user account-related problems. Install, configure, and support desktop software and peripheral devices. Take ownership of incidents from initial diagnosis through to resolution. Accurately log, update, and manage tickets within Service Now. Escalate complex issues to relevant support teams when required. Maintain high levels of customer service and communication throughout the support process.

Technical Skills & Experience Essential Experience in a Deskside Support, Tech Bar, Desktop Support, or IT Support Engineer role. Strong troubleshooting experience across:
Windows 11 macOS Microsoft 365 (O365) Global Protect VPN Experience supporting:
Windows laptops and desktops Apple Mac Books iPhones and mobile devices Printers and peripherals Understanding of networking fundamentals including Wi-Fi and connectivity troubleshooting. Experience using Service Now or similar ITSM ticketing systems. Strong customer service and communication skills. Ability to work independently and manage multiple support requests.

Desirable Experience working within enterprise or corporate environments. Knowledge of Active Directory, Entra  (Azure AD), and user account administration. ITIL Foundation certification or awareness. Personal Attributes Excellent customer-facing skills. Professional and approachable manner. Strong problem-solving and analytical abilities. Well organised with good attention to detail. Ability to remain calm under pressure and prioritise workload effectively. Team player with a proactive approach to support.

Services in Scope Deskside Support PC and Laptop Support Hardware Diagnostics Software Support Peripheral Device Support Mobile Device Support User Account Support Network and Connectivity Troubleshooting Incident Management via Service Now