Role Summary
The 1st Line IT Engineer is a key member of the IT Services team, providing front-line technical support to colleagues across the wider group.
We are looking for someone who is passionate about technology, enjoys solving problems, and is eager to develop their career in IT. You'll work closely with employees at all levels of the business, becoming a trusted point of contact for technical support and playing an important role in ensuring colleagues can work effectively and efficiently.
You will provide support across all areas of IT, from user account administration and Microsoft 365 support to hardware troubleshooting, device setup, and day-to-day operational support. Working on-site will give you valuable exposure to a wide variety of technical challenges, enabling you to build practical experience that will support your professional growth and progression.
Support requests are managed through our Helpdesk platform (Zendesk), and you will be responsible for resolving tickets in line with agreed SLAs, delivering a high standard of customer service and maintaining a positive user experience.
This role is ideal for someone looking to build a strong foundation in IT, develop their technical expertise, and gain exposure to projects, infrastructure, cloud technologies, and business systems within a fast-paced and collaborative environment.
Role Accountabilities
Maintain a 99% Service Level Agreement (SLA).
Ensure the Joiners, Changers, and Leaver’s processes are followed correctly.
End-user support regarding IT applications.
Administration of cloud-based applications – Microsoft 365.
Setting and supporting IT equipment (Mobile phones, PCs/ Laptops, routers/switches, Printers/ Scanners).
Running scheduled IT processes, i.e., system backups.
Maintaining hardware stock levels and keeping IT areas tidy (stock cupboard & IT room & desks).
Ensuring that all IT hardware/ equipment is on and in working order each morning in our London office.
Assist IT Services Team Leader with:
Azure administration
IT projects
Domain management
Network management
Application management
Hardware Management
Role Requirements
- Previous experience working within an IT Helpdesk or Service Desk environment is preferred.
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Relevant IT qualifications, certifications, or technical training would be advantageous.
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Interest / skills in scripting and automation (e.g., PowerShell or other language).
Skills and Abilities
- Strong working knowledge of Microsoft 365 and associated applications.
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Experience supporting collaboration and communication platforms, including Microsoft Teams.
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Proven ability to work effectively in a fast-paced, customer-focused service environment.
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Strong teamwork and collaboration skills.
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Excellent verbal and written communication abilities.
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Flexible and adaptable, with the ability to manage changing priorities and workloads.
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Willingness to travel occasionally to support remote sites and users.
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Strong organisational and time-management skills.
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Proactive, responsive, and committed to delivering high-quality customer service.
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Demonstrates initiative and a continuous improvement mindset.
Management Duties
We are an equal opportunity employer, and we are proud to share that 93% of our employees say they can be themselves at work. We aim to hire our industry's finest people because the best people drive the best outcomes. And we forever challenge the status quo because we know there are always ways to improve things. Because together, we're limitless.
We value applicants from all backgrounds and foster a culture of inclusivity. We understand the need for flexibility, so work in a hybrid model. Please let us know if you require any reasonable adjustments during the recruitment process.
