NovaCrystara AI Labs Ltd
Senior IT hardware and application support engineer
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IT Service Desk / Desktop Support Engineer
NovaCrystara AI Labs Ltd is a London-based AI engineering company building practical, productivity boosting AI solutions for businesses. We are looking for an experienced IT Service Desk / Desktop Support Engineer to join our team on a contract basis for a client. Long-term opportunity based on performance. Onsite 5 days a week, may require travel to client or employee locations (travel allowances are provided).
Role Description
The successful candidate will provide L1/L2/L3 technical support to employees and project teams, with a strong focus on the Microsoft technology ecosystem. You will troubleshoot and resolve issues across Windows devices, Microsoft 365, identity and access management, Active Directory, endpoint management, networking, enterprise hardware, and local IT support.
The role requires someone who is technically confident, customer-focused, highly organised, and capable of independently diagnosing and resolving IT issues while maintaining excellent service standards. The ability to communicate professionally with senior stakeholders and C-suite executives when required is also important.
Key Responsibility
- Provide L1/L2/L3 technical support for Windows 10/11, Microsoft 365, hardware, software, and network-related issues.
- Manage and support Microsoft Intune, Windows Autopilot, device enrolment, compliance policies, configuration, and endpoint security.
- Administer and troubleshoot Microsoft 365, Microsoft Entra ID, Active Directory, Exchange Online, Microsoft Teams, OneDrive, and SharePoint.
- Troubleshoot MFA, Conditional Access, BitLocker, Microsoft Defender, and user access-related issues.
- Diagnose and resolve TCP/IP, DNS, DHCP, VPN, Wi-Fi, VLAN, and general connectivity issues.
- Manage incidents, service requests, and problems through ServiceNow, Jira, or equivalent ITSM platforms, ensuring SLA compliance.
- Use PowerShell for administration, automation, troubleshooting, and reporting.
- Support laptops, desktops, monitors, docking stations, printers, mobile devices, and other IT peripherals.
- Maintain accurate IT asset records and user/device information.
- Create and maintain technical documentation, troubleshooting guides, and knowledge-base articles.
- Escalate complex technical issues appropriately while maintaining ownership and clear communication with affected users.
- Work closely with internal teams to improve IT support processes, security, and overall user experience.
- Provide professional and responsive support to senior management and C-suite stakeholders when required.
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Required Experience & Skills
- 5–10+ years of professional experience in IT Service Desk, Desktop Support, EUC, or Enterprise IT within the UK.
- Strong hands-on experience with Microsoft Intune, Windows Autopilot, Windows 10/11, and Microsoft 365.
- Practical experience with Microsoft Entra ID and Active Directory.
- Good working knowledge of Exchange Online, Microsoft Teams, OneDrive, and SharePoint.
- Experience troubleshooting endpoint security, MFA, BitLocker, Microsoft Defender, and access-management issues.
- Strong understanding of networking fundamentals, including TCP/IP, DNS, DHCP, VPN, Wi-Fi, and VLANs.
- Practical PowerShell experience for administration, automation, troubleshooting, and reporting.
- Experience with ITSM/service desk platforms such as ServiceNow, Jira Service Management, Zendesk, or equivalent.
- Strong hardware and peripheral troubleshooting skills.
- Excellent analytical, troubleshooting, communication, documentation, and customer-service skills.
- Ability to work independently, prioritise multiple incidents, and meet agreed service levels.
- Strong ownership mindset with the ability to take an issue from initial diagnosis through to resolution.
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Desirable Certification
- Microsoft certifications
- ITIL
- CompTIA
- CCNA
UK Work Eligibility
Applicants must already have the right to work in the UK. We are unable to provide visa sponsorship for this position. Applicants should hold one of the following:
- Dependant visa with the right to work
- Indefinite Leave to Remain (ILR)
- British citizenship / British passport
What We're Looking For
We are looking for someone who enjoys solving technical problems, supporting people, and working with Microsoft technologies. You should be:
- Proactive and reliable
- Technically confident
- Customer-focused
- Curious and willing to learn
- Comfortable working independently
- Strong at troubleshooting and problem solving
- Able to communicate effectively with both technical and non-technical stakeholders
- Comfortable supporting senior and C-suite users when required
- Able to work effectively in a fast-moving technology environment
If you have strong Microsoft-focused IT support experience and enjoy taking ownership of technical issues from diagnosis through to resolution, we would like to hear from you.
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