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IT Support (London based)
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Job Title: Senior Onsite IT Support Engineer
Our client is a systems consulting company delivering IT services to organizations around the world. Its regional support teams operate across several global offices and keep end users productive through responsive, high-quality technical support. As part of its growth, our client is recruiting Senior Onsite IT Support Engineers to strengthen these teams.
You will be a key technical resource for the regional support team: delivering end-user support, executing hardware lifecycle tasks and ensuring smooth day-to-day IT operations. You bring advanced technical expertise and a strong customer-service mindset, and you know how to manage VIP and audio-visual (AV) support needs with professionalism, discretion, and urgency.
Key Responsibilities
End-user support & IMAC
- Provide full-scope IMAC (Installs, Moves, Adds, Changes) support across onsite endpoints and peripherals.
- Set up, configure, diagnose, and troubleshoot desktops, laptops, mobile devices, and RF equipment.
- Track incidents, document resolutions, and meet SLAs in ServiceNow.
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VIP support & AV / conference rooms
- Deliver white-glove support to executive users and manage real-time escalations.
- Maintain and support AV and conference-room technologies, handling urgent walk-up issues with responsiveness and discretion.
Depot services & asset lifecycle
- Execute depot services: device imaging, configuration, inventory tagging, and shipment coordination.
- Track assets throughout their lifecycle.
Onboarding & offboarding
- Manage IT onboarding and offboarding tasks, including user provisioning and deprovisioning across Active Directory, Microsoft Entra, and enterprise HRMS platforms.
Patching, deployment & compliance
- Take part in monthly patch cycles and software deployments.
- Ensure endpoint compliance with security and update standards.
Candidate Profile
Education & experience
- 4–7 years of hands-on experience in onsite IT support or end-user computing environments.
- Certifications such as CompTIA A+, Microsoft Certified Professional (MCP) or equivalent preferred.
- ITIL Foundation certification highly desirable.
- Prior exposure to VIP user support highly desirable.
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Hard skills
- Advanced proficiency in Windows, macOS, and mobile OS platforms (iOS / Android).
- Solid knowledge of networking fundamentals (Cisco / Meraki), AV systems, and VoIP technologies.
- Expertise in support platforms and tools: ServiceNow, ProxyPro, Microsoft Entra (Azure AD), and MDM solutions such as Ivanti.
- Familiarity with IT asset management practices and frameworks such as ITIL.
- Hands-on device imaging, configuration, and troubleshooting.
- Strong documentation skills.
Soft skills
- Strong customer-service mindset and natural credibility with executive users.
- Excellent interpersonal and communication skills, with cultural sensitivity for regional users.
- Responsiveness, discretion, and the ability to stay calm under pressure.
- Autonomy, accountability, and attention to detail.
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