twentyAI
IT Support Engineer | Professional Services | TWE47338
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twentyAI are partnering with a leading professional services firm at the forefront of innovation, technology, and digital transformation.
With a truly international presence, the organisation combines specialist expertise with a collaborative and inclusive culture, investing in its people and technology to deliver exceptional service to clients across the world.
The role
This is a hands-on opportunity for someone looking to build or develop their career in IT support within a global professional services environment.
You’ll provide technical support to end users, troubleshooting hardware, software, desktop, application, and connectivity issues across the Microsoft 365 suite and Windows environment. You’ll also work closely with the wider Technology & Data team to ensure issues are resolved quickly and effectively.
The role is fully office based in London and operates across two rotating shifts, providing broad exposure to a fast-paced technology environment and a diverse end-user community.
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Responsibilities & Requirements:
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- Provide 1st line IT support to end users, troubleshooting and resolving hardware, software, desktop, and application-related issues.
- Provide hands-on, on-site technical assistance and ensure users receive a high level of service.
- Diagnose and troubleshoot technical issues, including account setup, access, connectivity, and basic network configuration on Microsoft 365 suite and Windows environment.
- Manage incoming service requests and incidents through the IT ticketing system, ensuring accurate and timely updates.
- Review and manage incident tickets, ensuring correct routing, prioritisation, first-call resolution, and timely closure.
- Log and track service requests and incidents, maintaining accurate documentation of troubleshooting activities and resolutions.
- Assist with the setup, configuration, and deployment of new hardware and software for end users.
- Collaborate with system owners and wider Technology & Data teams to resolve technical issues and ensure appropriate support is provided.
- Escalate more complex technical problems to senior team members and relevant specialist teams.
- Monitor service performance and contribute to reporting around key performance indicators and service-level agreement compliance.
- Identify recurring technical issues and contribute to continuous improvement across IT support processes.
- Provide clear and professional communication to users throughout the support and resolution process.
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