Back to search
2nd Line Support Engineer - EUC, Microsoft & Networking
Location: LONDON 3 or 4 days on site due to nature of role
Type: Full-Time | Permanent
Industry: IT
As an IT Support Analyst you will play a crucial role in maintaining the stability and security of our internal IT systems, reporting directly to the Digital Operations Manager. You will be responsible for ensuring that our 90 office-based staff have the necessary resources and support to work efficiently in our single office location, while adhering to best practices in IT security and management. You will be a key point of contact for technical assistance, demonstrating excellent communication skills and a professional approach to problem-solving and IT Service Management (ITSM). We are looking for someone keen to learn new technologies and continuously improve their skill set, with a view to starting in early 2026.
Key Responsibilities:
- Manage and resolve IT tickets, investigating, diagnosing, and resolving technical issues within defined service level agreements (SLAs).
- Provide first-line and Level 1/2 technical support for hardware, software, and network-related issues (PCs, laptops, printers, mobile devices, tablets).
- Install, configure, and maintain IT hardware and software, ensuring systems are secure and fully operational.
- Support the setup of new staff, including workstation preparation, account creation, and providing basic IT induction.
- Administer and maintain IT infrastructure, including routers, switches, firewalls and VPNs.
- Monitor and maintain IT security by ensuring software updates, antivirus protection, and educating users on security best practices.
- Maintain the IT asset register, including logging, tagging equipment, and conducting regular audits.
- Assist with IT-related projects such as system upgrades, migrations, and process automation.
- Create, update, and maintain technical documentation and user guidance.
- Collaborate with internal and external teams/vendors to evaluate technical solutions, provide recommendations, and escalate complex issues when appropriate.
- Champion the use of self-service IT resources and provide basic training and guidance to users.
- Manage event support, including setting up AV and live stream equipment.
- Proactively identify opportunities for automation and process improvement, with a passion for emerging AI technologies and systems integration.
Skills and Qualifications:
- Excellent communication and interpersonal skills, with the ability to explain technical concepts clearly to non-technical users.
- A keen interest in learning new technologies and a proactive approach to professional development.
- A professional approach to work, problem-solving, and adherence to ITSM principles.
- Ability to troubleshoot and resolve hardware and software issues effectively.
- Proven experience working in an ITSM environment with knowledge of ITIL as an advantage.
- A passion for process improvement eg joiners/movers/leavers process
Systems used:
- Google Workspace and Administration
- Microsoft, including Office 365 and Intune
- Cloud; GCP, Azure and AWS
- Jira and Confluence for ITSM processes
People Source Consulting Ltd is acting as an Employment Agency in relation to this vacancy. People Source specialise in technology recruitment across niche markets including Information Technology, Digital TV, Digital Marketing, Project and Programme Management, SAP, Digital and Consumer Electronics, Air Traffic Management, Management Consultancy, Business Intelligence, Manufacturing, Telecoms, Public Sector, Healthcare, Finance and Oil & Gas.
