IT Support Engineer - #2111671

IT Support Engineer (1st & 2nd Line Support)

Location: London (with occasional travel to sites across York and London) - the additional travel costs will be expensed by the organisation.

Contract: Full Time, 6 month Contract

We're looking for an enthusiastic IT Support Engineer to join one of our customers, providing 1st and 2nd line IT support to colleagues across the organisation. This is an excellent opportunity for someone who enjoys a varied role, thrives in a customer-focused environment and wants to make a real impact by ensuring users receive a reliable and professional IT service.

You'll be supporting a modern Microsoft environment, resolving technical issues, managing service requests, configuring devices, and helping colleagues get the most from their technology. You'll also work closely with infrastructure teams and third-party suppliers to resolve more complex issues while contributing to the continuous improvement of our IT services.

As an IT Support Engineer, you'll:

• Provide responsive 1st and 2nd line technical support via phone, email, self-service portal and occasional desk-side visits.
• Diagnose and resolve hardware, software and Microsoft 365 issues.
• Support Windows 10 and Windows 11 desktops and laptops, including configuration, troubleshooting and user profile issues.
• Administer user accounts and permissions within Active Directory and Microsoft Entra ID.
• Support Microsoft 365 applications including Outlook, Teams, OneDrive and SharePoint.
• Set up laptops, desktops, mobile devices and peripherals for new starters and existing colleagues.
• Manage Joiners, Movers and Leavers, ensuring accounts, equipment and access are provisioned securely.
• Escalate complex technical issues where appropriate while maintaining ownership through to resolution.
• Work within agreed Service Level Agreements (SLAs), ensuring tickets are accurately logged and updated throughout their lifecycle.
• Collaborate with infrastructure teams and third-party suppliers to resolve incidents quickly.
• Identify recurring issues and contribute to problem management and service improvements.
• Create and maintain knowledge base articles and technical documentation.

You'll already have experience in a busy IT support environment and enjoy working with people as much as technology.

We're particularly interested in candidates with experience of:

• Providing 1st and 2nd line IT support in a Microsoft environment.
• Supporting Windows 10 and Windows 11 desktops and laptops.
• Microsoft 365, including Exchange Online, Outlook, Teams, OneDrive and SharePoint.
• Active Directory and Microsoft Entra ID (Azure AD).
• User account administration and Joiner, Mover, Leaver processes.
• Mobile device support (iOS and Android).
• Teams telephony, printers and other end-user technologies.
• IT Service Management (ITSM) tools and working within SLA-driven service desks.
• Troubleshooting technical issues with strong analytical and problem-solving skills.

You'll also have:

• Excellent communication and customer service skills.
• A proactive and organised approach to managing your workload.
• The ability to explain technical information to non-technical users.
• Experience working collaboratively across technical