IT Support Engineer / 1st Line and 2nd Line Technical Support Analyst who has experience troubleshooting Google Workspace, Windows 10 / 11, Mac OS, iOS, JamfPro MacBook MDM, DNS and DHCP is required to join a busy Service Desk and provide Helpdesk and Deskside support working onsite at a School in Battersea, South West London.

SALARY: £28,000 per annum with up to £6,000 Bonus + Benefits (see below)

LOCATION: Battersea, South London (SW11)

JOB TYPE: Full-Time, Permanent

ONLINE TEST: To be considered you must complete an online test to see how you compare with other applicants. Reach the pass mark and you’ll be invited on to the next stage of the interview process.

JOB OVERVIEW

We have a fantastic new job opportunity for an IT Support Engineer / 1st Line and 2nd Line Technical Support Analyst who has experience troubleshooting Google Workspace, Windows 10 / 11, Mac OS, iOS, JamfPro MacBook MDM, DNS and DHCP

Working as the IT Support Engineer / 1st Line and 2nd Line Technical Support Analyst you''ll be the first point of contact for users, handling a wide range of issues from Google Workspace and Microsoft operating systems to classroom and meeting room technology. This role involves in-depth troubleshooting, managing new starter and leaver processes, and escalating more complex issues to specialist teams.

As the IT Support Engineer / 1st Line and 2nd Line Technical Support Analyst you''ll need to be an excellent communicator with strong time management skills. Proactively manage your call queue, prioritise tickets, and provide regular, high-quality updates to users. Your attention to detail will ensure all ticket information is accurate and that you follow the company’s core ITIL processes.

If you''re a proactive professional who can handle multiple demands with ease and ensure a great user experience, we''d love to hear from you.

DUTIES

Your duties as the IT Support Engineer / 1st Line and 2nd Line Technical Support Analyst include:

Provide First and Second-Line Technical Support: You''ll be the first point of contact for users, offering top-notch support via phone, email, and live chat. You''ll log and classify all incidents and requests accurately and efficientlyAdvanced Troubleshooting and Resolution: Take ownership of complex end-user computing issues. From Google Workspace and Microsoft operating systems to Apple Macs and a variety of classroom and meeting room technologies, you''ll resolve issues in-depth, escalating to third-party vendors when necessaryManage User Accounts and Onboarding: Handle the complete lifecycle of user accounts, from creating new starters and configuring mailboxes to managing permissions and supporting the leaver processEfficient Call and Ticket Management: Master your call queue and prioritise tickets effectively. You''ll keep users informed with regular updates and ensure all ticket information is detailed and accurate, maintaining the highest standards of qualityProcess Adherence and Improvement: Follow established ITIL processes for Incident, Service Request, and Problem Management. You''ll continuously look for ways to improve resolution levels, acting as a key point of knowledge for the team

CANDIDATE REQUIREMENTS

Must have a solid second line support backgroundClear and fluent English (written and spoken)Excellent communication and interpersonal skillsProfessional and punctualTeam playerAbility to lead by example - developing and maintaining respectful and inclusive working environmentTechnical experience (must have)

Experience of administering and troubleshooting:

Google WorkspaceJamfPro MacBook MDMMac OS / iOSMicrosoft Windows 10/11DNS and DHCPOther experience (nice to have)

Microsoft Office 365EntraID/Active DirectoryCyber SecurityNetworking and WiFiLockerJumpCloudPapercut printing and print managementApple School ManagerITIL v3/v4 Foundation CertificationExperience of working in a structured, ITIL environmentExperience of working towards specific SLAsExperience of working with high volume calls, to specific SLAsExperience of working in a structured ISO27001 environment with specific awareness of Security Incident processesExperience of IntuneExperience working within a Managed Service Provider (MSP)PTRG monitoring or infrastructure monitoring toolsetsWindows Server AdministrationBENEFITS

Working in an inclusive environmentPerformance based bonus (up to £6,000)Working with the latest (cloud) technologiesIndustry renowned training/certifications (sponsored by Wavex)Personal development time (with the use of Pluralsight training platform)Wide range Company benefitsDiscretionary company sick pay23 days holiday when you start, plus bank holidays, then earn additional days with years of serviceDay off on your birthdayAnd more!

APPLY TODAY…

By submitting your job application to us you are hereby giving us your express consent to submit your details to our Client for this purpose.

JOB REF: AWDO-P13742

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