Senior IT Support Engineer/Service Support Analyst

Project overview

IT Support Engineer/Service Support Analyst

London based hybrid role - 6 month initial engagement

Our client is a global consumer facing tech business and this is a hands-on technical support position, working closely with internal teams to ensure the smooth operation of workplace technology, IT systems and end-user devices. The successful candidate will have strong experience supporting macOS and Windows environments, resolving technical issues and delivering excellent customer service. There will also be opportunities to contribute to IT process improvements and automation initiatives.

Key Responsibilities

Skills & Experience Required

Desirable Experience

• Provide first-line technical support to internal users, both in person and remotely.
• Troubleshoot and resolve hardware, software, connectivity and user access issues.
• Support and maintain Windows and macOS laptops, peripherals and workplace applications.
• Manage incoming IT support requests through ticketing systems, ensuring timely resolution and accurate documentation.
• Assist with user account administration, access permissions and identity management.
• Provide technical support for meeting rooms, video conferencing systems and office equipment.
• Support device configuration, deployment and management using MDM solutions.
• Identify opportunities to improve IT support processes and reduce repetitive manual tasks.
• Maintain accurate technical documentation and troubleshooting procedures.
• Collaborate with wider technical teams to investigate and resolve more complex issues.
• Minimum 3 years' experience in an IT Support, Service Desk or Desktop Support position.
• Strong hands-on experience troubleshooting macOS and Windows devices.
• Experience supporting cloud-based productivity and collaboration platforms, such as Google Workspace, Microsoft 365 or Slack.
• Knowledge of identity and access management solutions, ideally Okta or similar.
• Experience working with IT service management and ticketing platforms such as JIRA or ServiceNow.
• Familiarity with endpoint management and MDM solutions such as Microsoft Intune, Jamf or equivalent.
• Experience troubleshooting video conferencing equipment and meeting room technology.
• Strong problem-solving skills, with the ability to independently investigate and resolve technical issues.
• Excellent communication skills and confidence supporting users with varying levels of technical knowledge.
• A proactive, organised approach to managing support requests and maintaining documentation.
• Exposure to IT automation tools, workflows or system integrations.
• Experience supporting device provisioning and user onboarding/offboarding processes.
• Familiarity with Scripting or endpoint automation.
• An interest in AI-driven IT support and service improvement.
• Experience working within a fast-paced, multi-platform IT environment.

Project details

• Start: ASAP
• Duration: 6 months initial
• Location: London, UK, GB