IT Onsite Support Engineer

Description

Based at the London office, full-time on site, with work that also covers EMEA and involves several teams.

You report to the IT Service Delivery Manager and give hands-on help across end-user services, infrastructure, workplace technology, cloud, endpoints, meeting rooms, documentation, audit, and service quality work.

This is a dual role spanning Service Desk and Infrastructure Support. You will split your time between direct user help and wider technical work, bringing local support in line with global IT standards, processes, and expectations across regions.

The job calls for strong customer service, solid troubleshooting skills, and attention to detail, plus the ability to work well with internal IT, outside vendors, and business partners.

Responsibilities

• Give 1st, 2nd, and where needed 3rd line support to users in offices, remote setups, and hybrid working.
• Handle incidents and requests through ServiceNow, calls or video, email, remote tools, and in-person walk-up support.
• Troubleshoot Windows, macOS, Microsoft 365, mobile devices, printers, workplace technology, and meeting rooms, including video platforms, collaboration tools, room AV, conferencing bars, cameras, microphones, touch panels, and related hardware.
• Log, prioritise, update, and close tickets within agreed service levels.
• Own issues assigned to you and keep users informed until the ticket is closed.
• Help with joiner, mover, and leaver tasks: device preparation, account access, equipment recovery, and onboarding.
• Support VIP users and key business contacts when asked.
• Communicate clearly, take ownership, show empathy, and follow up promptly so users have a good support experience.
• Run and support Microsoft Intune as a top priority, covering enrolment, compliance, configuration profiles, app deployment, endpoint security baselines, and device lifecycle.
• Support Microsoft Azure and related cloud services, including identity, access, security, infrastructure, and modern workplace services.
• Keep Windows, macOS, and mobile endpoints secure, compliant, patched, and correctly configured.
• Support Microsoft 365 services such as Teams, Exchange Online, SharePoint, OneDrive, and collaboration tools.
• Help investigate, document, restore, and resolve infrastructure incidents alongside infrastructure, service desk, and specialist teams.
• Work with the global infrastructure group on network tasks: TCP/IP, DNS, DHCP, VLANs, VPNs, wireless, switches, routers, and firewalls.
• Support cloud services, migrations, integrations, and improvements with the global group, making sure local and EMEA needs are understood and represented.
• Help maintain and improve device management, including imaging, deployment, compliance, application packaging, software distribution, and endpoint configuration.
• Assist with upkeep such as endpoint updates, monitoring, backup checks, patching, health checks, and follow-up actions.
• Support disaster recovery and business continuity with the worldwide infrastructure team, covering documentation, testing, local validation, issue tracking, and improvements.
• Help audit the IT estate, including hardware, software, endpoint configuration, support processes, infrastructure dependencies, asset records, and existing documentation.
• Spot gaps in documentation, processes, technical standards, and support information.
• Write and maintain user guides, process documents, endpoint build standards, infrastructure details, device configuration records, and knowledge base articles.
• Add to internal KB articles to speed up fixes, improve findability, and reduce repeat issues.
• Keep documentation accurate, accessible, and consistent with IT standards at regional and international levels.
• Help improve asset tracking, device records, ticket quality, operational reporting, and audit readiness.
• Join IT projects such as office moves, technology refreshes, infrastructure upgrades, endpoint improvements, and regional service initiatives.
• Help roll out new hardware, software, systems, and processes across company locations.
• Spot recurring problems and propose changes that cut repeat incidents and improve the user experience.
• Work with regional and global IT teams to keep support consistent, scalable, and aligned with wider standards.
• Improve service delivery, ticket quality, asset accuracy, documentation, and operational efficiency.
• Support EMEA initiatives as needed with local input, technical help, and hands-on work from London.
• Follow company IT security policies, standards, and procedures.
• Support access management so user permissions are approved, appropriate, and fit business needs.
• Help with device compliance, patching, endpoint protection, phishing awareness, vulnerability remediation, and policy enforcement.
• Manage IT assets accurately across their full lifecycle.
• Support audit, compliance, and reporting requirements where needed.
• Help keep the London office and wider EMEA IT environment secure and well documented.

Requirements

• Previous experience in a Service Desk, Desktop Support, Infrastructure Support, Modern Workplace, or similar IT support role.
• Good hands-on experience fixing issues on PC and Apple systems, Microsoft cloud services, handheld devices, conference room systems, and common business applications.
• Practical experience with Microsoft Intune, including enrolment, compliance, app deployment, configuration profiles, endpoint security, and device management.
• Strong working knowledge of Microsoft Azure and cloud-based IT services.
• Experience supporting Microsoft 365 technologies such as Teams, Exchange Online, SharePoint, OneDrive, and related teamwork tools.
• Good understanding of identity and access management, including permissions, security groups, conditional access, and cloud access controls.
• Good grasp of networking basics: TCP/IP, DNS, DHCP, VPN, wireless, switching, and firewalls.
• Experience supporting laptops, desktops, mobile devices, printers, meeting rooms, AV equipment, and workplace technology.
• Experience with ITSM tools such as ServiceNow or similar ticketing platforms.
• Ability to write and maintain high-quality documentation, including help centre content, support processes, technical guides, audit records, and operational procedures.
• Experience reviewing, auditing, and documenting IT environments, processes, assets, and support standards.
• Ability to manage and prioritise several tickets, tasks, and requests at once.
• Clear communication, with the ability to explain technical information to both technical and non-technical users.
• Proactive problem solving, with a strong sense of ownership, continuous improvement, service quality, and user experience.
• Able to work independently while collaborating closely with EMEA and worldwide IT teams.
• Desirable: experience with Jamf, Windows Autopilot, or other endpoint provisioning, deployment, and hardware administration tools.
• Desirable: PowerShell scripting or automation experience.
• Desirable: experience with Zoom Rooms, Teams Rooms, AV systems, or conference room technology.
• Desirable: experience with backup monitoring tools, patch management, and vulnerability remediation.
• Desirable: knowledge of ITIL processes, including incident, request, problem, and change handling.
• Desirable: Microsoft, Apple, Cisco, CompTIA, VMware, or other relevant technical certifications.
• Desirable: background in a global enterprise IT environment.
• Desirable: experience supporting regional IT operations across multiple countries or business units.
• Customer-focused, professional, and approachable.
• Strong ownership and accountability.
• Stays calm under pressure and balances competing priorities.
• Comfortable working across both Help Desk and Infrastructure Support responsibilities.
• Works well with colleagues across different regions and time zones.
• Careful and diligent, with a strong focus on documentation, process, audit readiness, and service quality.
• Looks for improvements and works to remove avoidable issues.
• Comfortable with hands-on, office-based support while also contributing to wider regional and global technology initiatives.

Conditions

100% office-based, full-time, at the London location.

Based in London but supports EMEA activities when needed, providing local hands-on help, technical input, support for blocking issues, documentation, audit support, and service improvements with regional and global groups.

Benefits

• Compensation is designed to stay competitive, support wellbeing, and reward contribution, with pay tied to individual impact.
• Depending on role and location, possible eligibility for annual bonuses and incentives, health and wellbeing benefits, paid time off, retirement plans, insurance cover, and other local or statutory benefits.
• Pay is set by skills, experience, qualifications, and location, and specific compensation details are discussed during recruitment.