Location
Central London

Hours
Monday to Friday, with occasional out-of-hours for planned work or major incidents (fairly managed)

Salary
£27,000 per annum

About the Role
Are you great with people, quick at troubleshooting everyday tech problems, and passionate about getting users back to work fast? We're seeking a proactive, customer-focused IT Support Engineer to join our busy, service-driven team as the first (and often only) point of contact for all IT issues. You'll handle a wide variety of real-world user queries across our Microsoft environment from simple password resets and Teams glitches to printer setups, new starter laptop builds, and connectivity hiccups all while logging, communicating, and resolving tickets efficiently in Jira Service Management. This is a high-impact, people-first role where your friendly approach, clear explanations, and quick thinking directly improve colleagues' days.

Be the reliable first responder — resolve most issues at first contact and see instant gratitude from users. Gain broad exposure to modern tools including the full Microsoft 365 suite (Outlook, Teams, OneDrive, SharePoint), Windows desktops, basic Intune/MDM, Active Directory basics, and everyday networking checks. Enjoy variety within first line support: a mix of in-person support, remote help, and IMAC deployments (install/move/add/change hardware & software). Build strong foundations — this role is a perfect launchpad to develop customer service excellence, ticketing mastery, and troubleshooting confidence before potentially progressing internally. Work in a supportive, fast-paced team that values initiative and clear communication.

Key Day-to-Day Responsibilities
Act as the initial point of contact — answer queries via phone, email, walk-ups, and Jira tickets promptly and professionally. Perform effective first-line troubleshooting and resolution for common issues including Microsoft 365 access/sync problems, Windows desktop faults, basic connectivity (DNS/DHCP/Wi-Fi/LAN basics), printer/peripheral setup, and software installs. Handle full IMAC lifecycle for users — new starter setups, moves between desks/sites, hardware swaps, software requests. Log, update, prioritise, and close tickets accurately in Jira Service Management — keeping users informed throughout with clear, non-technical updates. Escalate unresolved or complex matters smoothly with detailed notes/handovers for senior colleagues. Promote IT best practices, security awareness, and simple self-help tips to empower users. Maintain excellent records for SLAs, audits, and team knowledge sharing.

Benefits
Referral programme, Annual leave, Employee discount, Employee assistance programme, Free parking, Company pension, Canteen, Company events, On-site parking, Clear career progression pathways, In-house learning & development team, Birthday paid annual leave, Buy & sell annual leave scheme, Continuous training & skill-building, Employee recognition incentives, Monthly dress down days, Tea & coffee facilities, Local discounts/benefits, Early finish Fridays

Experience
Previous experience in a first line (or helpdesk) IT role — even if entry-level. Familiarity with ticketing systems (Jira Service Management ideal) and ITIL basics.

About you
Strong troubleshooting mindset and ability to multitask in a busy environment. Excellent communication — patient, approachable, and skilled at explaining technology simply. Proactive, customer-focused, and able to work well in a fast-paced team that values initiative and clear communication.

Qualifications
Solid working knowledge of Windows desktops and Microsoft 365 applications. Relevant qualifications such as GCSEs, diploma, or degree in an IT-related field are advantageous. Desirable certifications include Microsoft 365 certifications, ITIL Foundation, and a full UK driving licence.