Support Technician - Onsite

About the Role

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

Your Responsibilities

• 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

Your Experience will include:

• 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

Technical Product Knowledge

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
SharePoint
OneDrive
Teams
Azure
Conditional Access
MFA
Intune (MDM)
ADFS

You will bring the following behaviours:

• 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