Senior Support Engineer/Workplace Technology Engineer - London - Outside IR35

We are seeking an experienced and customer-focused Senior 2nd Line Support Engineer to become the face of IT for a busy corporate office in West London.

This is more than a traditional desktop support role. You will act as the primary onsite technology partner for approximately 100 users, delivering an exceptional support experience while working closely with an external Managed Service Provider (MSP) to continually improve service delivery.

The successful candidate will combine excellent technical capability with outstanding customer service, strong stakeholder management and the ability to take ownership of small technology projects and operational improvements.

Location: West London (On-Site)
Working Pattern: 4-5 days per week on-site
Contract: Initial 6 months
Start: ASAP

Key Responsibilities

End User Support

• Deliver high-quality onsite 2nd Line support for approximately 100 users
• Resolve hardware, software and application issues quickly and professionally
• Support Microsoft Surface devices, laptops, desktops, mobile devices and peripherals
• Provide excellent face-to-face support, building trusted relationships across the business
• Act as the primary onsite escalation point for user issues

Service Management

• Manage incidents and requests through ServiceNow
• Work closely with the external MSP to ensure timely resolution of escalated issues
• Monitor ticket quality, SLA performance and user satisfaction
• Identify recurring issues and drive permanent improvements
• Help develop and improve Service Desk processes, documentation and ways of working

User Administration

• Manage onboarding and offboarding processes
• Configure laptops, mobile devices and user equipment
• Support account administration and shared mailbox requests
• Ensure a seamless experience for new starters

Workplace Technology

• Support Microsoft Teams Rooms, meeting room technology and collaboration tools
• Build and configure new devices
• Maintain office technology and meeting room equipment
• Ensure office technology remains operational at all times

Project Delivery

Take ownership of small technology projects including:

• Office moves and user relocations
• FollowMe Print implementation
• Hardware refresh activities
• Technology rollouts
• Process improvements
• Asset management initiatives

Continuous Improvement

• Develop and document support processes
• Improve service delivery alongside the MSP
• Recommend improvements to user experience
• Help mature the IT support function through best practice and proactive initiatives

Technical Environment

• Microsoft Surface estate
• Windows 11
• Microsoft 365
• Intune-managed devices
• ServiceNow
• Microsoft Teams Rooms
• Yealink conferencing solutions
• Hybrid support model with offshore MSP

Essential Skills

• Significant experience in 2nd Line Desktop/End User Support
• Excellent customer service and communication skills
• Experience supporting senior stakeholders and demanding user populations
• Strong stakeholder management and relationship-building skills
• Experience working alongside Managed Service Providers (MSPs)
• ServiceNow or similar ITSM platform
• Windows 10/11 and Microsoft 365
• Hardware, laptop, mobile device and peripheral support
• Experience managing onboarding and offboarding
• Ability to prioritise multiple requests in a busy onsite environment

Highly Desirable

• Experience leading small IT projects
• Office move experience
• FollowMe Print implementation experience
• Service improvement or Service Delivery experience
• Process documentation and continuous improvement
• Microsoft Teams Rooms and AV support
• Intune and endpoint management
• Experience within a corporate or enterprise environment