Systems Engineer (IT Support)

TL;DR

Systems Engineer (IT Support): Providing first-contact remote technical support for network, server, and end-user systems with an accent on incident triage, root cause analysis, and client communication. Focus on troubleshooting Windows/macOS environments, managing Microsoft 365 services, and ensuring system reliability for diverse client environments.

Location: London, United Kingdom

Company

A rapidly growing technology solutions provider focusing on Cloud, Cyber Security, Networking, Disaster Recovery, and Managed Services.

What you will do

• Provide first-contact technical support via phone, email, and chat, ensuring professional and empathetic communication.
• Perform initial triage and troubleshooting of single-user and system-impacting incidents.
• Conduct rapid root cause analysis for workstation-level incidents and apply appropriate troubleshooting methodologies.
• Manage daily prioritization, coding, and routing of service requests and incidents.
• Document diverse client computing environments to determine the fastest path to resolution.
• Collaborate with senior engineers to escalate complex issues while managing client expectations.

Requirements

• 2–3 years of IT support experience in a help desk or service desk environment.
• Experience with ticketing systems (e.g., ServiceNow), remote support tools (e.g., Kaseya, Ninja), and RMM platforms.
• Proficiency in supporting Windows 10/11, macOS fundamentals, and Microsoft 365 (Outlook, Teams, OneDrive).
• Working knowledge of Active Directory/Entra, mobile device configuration, workstation hardware, and peripherals.
• Basic networking knowledge, including TCP/IP, DNS, and DHCP.
• Availability to work after hours or participate in on-call rotations as required.

Nice to have

• MSP (Managed Service Provider) experience.
• Willingness to visit nearby client sites when necessary.
• Certifications: CompTIA A+, CompTIA Network+, Microsoft 365 Fundamentals (MS-900), or ITIL Foundation (v4).

Culture & Benefits

• "Work hard, play hard" environment focused on passion and career development.
• Access to guidance and training to build a lucrative technical career.
• Customer-centric approach with a focus on next-generation services.
• Collaboration within a high-talent engineering team.