Support Technician; Onsite

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. The Onsite Support Technician will ensure smooth IT operations by resolving incidents, assisting users, and maintaining key IT systems

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

• 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

• On-site support:
  Experience in a customer-facing, on-site or desk-side support role
• Advanced technical knowledge:
  Expertise in diagnosing complex hardware and software issues, including server-level support
• Networking skills:
  Proficiency in configuring switches, routers, and basic wireless network management
• Systems integration:
  Ability to work on integrating different systems and understanding how they interconnect
• Virtualisation:
  Familiarity with technologies like VMware, Hyper-V, or other virtual environments
• Backup and recovery:
  Experience with backup software and data recovery processes
• Vendor coordination:
  Managing warranties and liaising with third-party hardware and software vendors
• Event support:
  Experience planning and delivering IT for events, meetings or presentations, including AV and meeting room technology
• Organisation and planning:
  Ability to coordinate equipment, people and timings across several requirements and deadlines

Other skills will include accreditation or experience in some of the following technical products:

• Office 365
• Licence administration
• Creating new users & groups
• Microsoft Exchange Hybrid
• Share Point
• One Drive
• Teams
• Azure
• Conditional Access
• MFA
• Intune (MDM)
• ADFS

• Collaboration:
  
  Works closely with senior IT teams and leadership to align support practices with organisational goals
• Customer focus:
  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
• Adaptability and flexibility:
  Stays calm under pressure and manages multiple customers' needs simultaneously
• Composure in live situations:
  Stays calm and solution-focused when resolving issues in front of customers or during live events
• Time management and prioritisation:
  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