IT Support Engineer
Posted 3 days ago by Savant Recruitment
Negotiable
Undetermined
Undetermined
London, UK
Summary: The IT Support Engineer role is a contract position based in London, requiring immediate availability. The successful candidate will provide technical support, manage service requests, and ensure system reliability while maintaining a customer-focused approach. A current DBS clearance is mandatory for this position. Previous experience in IT support or service desk roles is essential, along with strong communication skills and the ability to work in a fast-paced environment.
Key Responsibilities:
- Receive, log, and categorise incoming service requests and incidents via phone, email, or ticketing system.
- Prioritise and escalate issues as needed to ensure timely resolution, adhering to defined service level agreements (SLAs).
- Provide technical support for hardware, software, and network-related issues.
- Conduct initial diagnostics to identify and resolve problems or escalate to appropriate teams for further investigation.
- Deliver exceptional customer service by maintaining a professional and customer-focused demeanour in all interactions.
- Keep end-users informed about the status of their requests and ensure timely resolution updates.
- Maintain accurate and detailed records of incidents, solutions, and user interactions in the ticketing system.
- Contribute to the knowledge base by documenting common issues and resolutions for future reference.
- Collaborate with second and third-line support teams to facilitate efficient problem resolution.
Key Skills:
- Microsoft 365 including SCCM
- Microsoft Server Operating System and Features including Hyper V/Active Directory/GPO
- Desktop/Laptop Hardware Knowledge
- Apple Hardware/IOS Support
Salary (Rate): undetermined
City: London
Country: UK
Working Arrangements: undetermined
IR35 Status: undetermined
Seniority Level: undetermined
Industry: IT
CONTRACT ROLE/LONDON - IMMEDIATE START
We're working with a growing Managed Service Provider to recruit an IT Support Engineer. MUST HAVE CURRENT DBS CLEARANCE
You'll act as a key point of contact, handling support requests, troubleshooting issues across hardware, software, and networks, and escalating where required. The role also involves maintaining accurate records, collaborating with wider teams, carrying out site visits, and ensuring systems remain reliable.
We're looking for someone with previous IT support or service desk experience, strong communication skills, and a proactive, customer-first approach. You should be comfortable working in a fast-paced, SLA-driven environment and able to manage your workload effectively.
Responsibilities:
- Receive, log, and categorise incoming service requests and incidents via phone, email, or ticketing system.
- Prioritise and escalate issues as needed to ensure timely resolution, adhering to defined service level agreements (SLAs)
- Provide technical support for hardware, software, and network-related issues.
- Conduct initial diagnostics to identify and resolve problems or escalate to appropriate teams for further investigation.
- Deliver exceptional customer service by maintaining a professional and customer- focused demeanour in all interactions.
- Keep end-users informed about the status of their requests and ensure timely resolution updates.
- Maintain accurate and detailed records of incidents, solutions, and user interactions in the ticketing system.
- Contribute to the knowledge base by documenting common issues and resolutions for future reference.
- Collaborate with second and third-line support teams to facilitate efficient problem resolution.
Skills:
Microsoft 365 including SCCM
Microsoft Server Operating System and Features including Hyper V/Active Directory/GPO
Desktop/Laptop Hardware Knowledge
Apple Hardware/IOS Support
