London
Key Responsibilities End-User Support (Onsite & Remote) • Provide Level 1 IT support for incidents and service requests via phone, email, chat, and ticketing system., • Troubleshoot common issues with Windows/macOS, standard business applications (e.g., Microsoft 365), and collaboration tools., • Perform remote support using approved remote access tools to assist offsite users., • Set up, configure, and troubleshoot desktops, laptops, monitors, mobile devices, and standard peripherals., • Handle user account and access requests (e.g., password resets, basic access provisioning) following internal procedures., • Escalate unresolved issues to Level 2/3 teams with clear troubleshooting notes and evidence. Printer & Peripheral Support • Install and configure local/network printers and drivers., • Troubleshoot print issues (offline printer, queue stuck, driver errors, connectivity, basic hardware checks)., • Coordinate with vendors or facilities for hardware repair when needed. Networking Skills • Understanding of TCP/IP, DNS, DHCP, and basic network protocols, • Ability to configure and troubleshoot LAN/WAN connectivity, • Knowledge of network devices (switches, routers, access points), • Basic troubleshooting of connectivity issues (ping, traceroute, ipconfig/ifconfig), • Awareness of network cabling standards and patch panel management, • Ability to identify and resolve simple network faults, • Familiarity with Wi-Fi setup and troubleshooting, • Understanding of firewall basics and port management Patching Skills • Basic knowledge of operating system patching (Windows, macOS), • Ability to follow patch management procedures, • Understanding of the importance of regular software updates for security, • Experience with tools like Windows Update, WSUS, SCCM and Manage Engine, • Ability to verify patch installation and troubleshoot failed updates, • Awareness of rollback procedures in case of patch issues, • Ability to communicate patch schedules and impacts to users Basic Door Access & CCTV Support • Provide basic support for door access control (e.g., verifying access issues, basic checks, reporting faults, coordinating with vendors/security/admins)., • Provide basic support for CCTV access/viewing (e.g., assisting authorized staff with login/access issues, basic workstation/client troubleshooting, escalating system faults)., • Maintain confidentiality and follow company security policies when handling physical security-related requests. IT Operations & Asset Handling • Prepare and deploy devices for new joiners (imaging/build, baseline apps, updates)., • Maintain accurate IT asset inventory (devices, accessories, assigned users)., • Document fixes, FAQs, and known issues in the knowledge base., • Follow IT policies for security, patching, antivirus, and acceptable use. Site Audits & Compliance Checks • Conduct scheduled and ad-hoc IT audits of the site environment:, • Hardware/software inventory validation, license posture checks, and asset labelling accuracy., • Workstation health checks (disk space, encryption status, AV/EDR status, backup status where applicable)., • Server room/IDF/MDF checks: cleanliness, access control, rack/cabling condition, UPS status and alerts., • Maintain audit evidence and remediation actions in the ticketing/ITSM system. Required Skills & Knowledge Technical Skills (Must Have) • 2+ year (or equivalent hands-on experience) in IT support / service desk / desktop support., • Basic troubleshooting knowledge of:, • Windows 10/11 (and exposure to macOS is an advantage), • Microsoft 365 apps (Outlook, Teams, OneDrive), • Hardware troubleshooting (laptops/desktops, docks, monitors), • Printers (network printing concepts, drivers, queues), • Basic networking concepts (IP address, DNS, Wi‑Fi, VPN, connectivity checks), • Ability to support remote users and guide users clearly through troubleshooting steps. Physical Security Systems (Basic) • Basic familiarity with door access systems, UPS and CCTV viewing/access concepts (user access, client access, basic fault identification and escalation)., • Comfortable working with security/admin teams and vendors while following access controls. Professional Skills • Strong customer service mindset; able to communicate technical concepts in simple terms., • Good ticket documentation and time management., • Ability to prioritize multiple requests in a fast-paced environment. Qualifications • Bachelor’s degree in IT/Computer Science (or equivalent experience)., • Relevant entry-level certifications are beneficial (e.g., CompTIA A+, Microsoft fundamentals) but not mandatory., • Willingness to work onsite as required and occasionally support after-hours activities (planned maintenance/onboarding) if needed.