IT Service Desk Engineer - London

The role of the IT Service Desk Engineer is to ensure the smooth functioning of the IT infrastructure by providing efficient technical support to end users. The primary responsibility is to address and resolve IT related issues, ranging from hardware and software problems to network and connectivity issues. This role is 100% based at our office in Camden (NW1 7DJ).

Responsibilities

User Support

·        Respond promptly to user inquiries, providing technical support and assistance

·        Diagnose & resolve hardware, software and network issues

·        Guide users through step-by step solutions

·        Escalate issues to higher levels of support when required

·        Remote support for global offices

Incident Management

·        Log & categorise incidents, ensuring accurate and detailed documentation

·        Prioritise & manage multiple incidents and minimise downtime

·        Collaborate with others to resolve complex issues and provide timely resolutions

Communication

·        Maintain clear & concise communication with users keeping them informed

·        Document & share technical solutions, known issues and best practice

Application Support

·        Support industry-specific software used in architectural visualisation

·        Ensure optimal performance and troubleshoot issues

·        Collaborate with vendors to be aware of updates & releases and resolve problems

Hardware Management

·        Manage equipment inventory

·        Assist in installation, configuration and maintenance of hardware and software

·        Ensure the timely acquisition of equipment required

Security & Compliance

·        Implement & enforce IT security policies

·        Educate users on cyber security

Documentation & Knowledge Sharing

·        Create & update documentation for common issues, solutions & best practices

·        Share knowledge and insights with team to enhance overall technical literacy

·        Experience supporting Microsoft (Window 10/11, Windows Server, AD, Virtual Machines)

·        Good understanding and troubleshooting skills of the Network Stack (TCP/IP)

·        Knowledge of Google Workspace Stack

·        Excellent communication and interpersonal skills across phone, email and face-to-face

·        Excellent diagnostic, trouble shooting and problem solving skills

·        Outstanding organisational, prioritisation and time-management skills

·        Good knowledge of internet security & data privacy principles

·        A high degree of attention to detail is essential

·        Be a keen and fast learner and be enthusiastic about helping users

·        Willingness to gain relevant qualifications and accreditations

·        Formal IT qualification, ideally MCSE/MCITP or multiple MCPs an advantage

·        Experience of working in an IT team is an advantage

·        Salary: circa £28,000 per annum depending on experience

·        Company Bonus Scheme (up to 20% of salary against Company targets)

·        Pension

·        Holidays: 22 days holiday per year increasing with service, plus bank holidays

·        Free gym membership or contribution to other fitness goals

·        Mental Health support

·        Great Learning & Development opportunities

·        Regular team events and social activities

·        Fantastic office environment in a nice location