L1/L2 Support Engineer (Deskside Support)
Location: East London, (Onsite)
Pay of rate : £145 inside IR per day
Contract Type: Contract (Rolling Contract)
Initial 6-month contract with a strong possibility of extension as part of a permanent ongoing service.
Working Hours
- Monday to Friday
- No weekends or bank holidays
- Operational hours: 08:00 - 18:00
- Shift rota:
- 08:00 - 16:00
- 09:00 - 17:00
- 10:00 - 18:00
Role Overview
We are seeking a customer-focused Tech Bar Support Engineer to provide onsite desktop support services within a busy enterprise environment. The successful candidate will work from a dedicated Tech Bar, supporting end users who book appointments for technical assistance and troubleshooting.
This role focuses on providing Level 2 desktop support for hardware, software, network, and user account-related issues while delivering an excellent customer experience.
Key Responsibilities
- Provide face-to-face technical support through the Tech Bar appointment service.
- Troubleshoot and resolve 1st, 1.5, and 2nd line desktop support incidents.
- Diagnose and resolve hardware issues affecting Windows laptops, MacBooks, desktops, peripherals, and mobile devices.
- Support Apple iPhones and related mobile device issues.
- Troubleshoot Windows 11 and macOS operating system issues.
- Support and resolve incidents relating to Microsoft 365 applications and services.
- Troubleshoot GlobalProtect VPN connectivity issues.
- Investigate and resolve Wi-Fi, network connectivity, and user account-related problems.
- Install, configure, and support desktop software and peripheral devices.
- Take ownership of incidents from initial diagnosis through to resolution.
- Accurately log, update, and manage tickets within ServiceNow.
- Escalate complex issues to relevant support teams when required.
- Maintain high levels of customer service and communication throughout the support process.
Technical Skills & Experience
Essential
- Experience in a Deskside Support, Tech Bar, Desktop Support, or IT Support Engineer role.
- Strong troubleshooting experience across:
- Windows 11
- macOS
- Microsoft 365 (O365)
- GlobalProtect VPN
- Experience supporting:
- Windows laptops and desktops
- Apple MacBooks
- iPhones and mobile devices
- Printers and peripherals
- Understanding of networking fundamentals including Wi-Fi and connectivity troubleshooting.
- Experience using ServiceNow or similar ITSM ticketing systems.
- Strong customer service and communication skills.
- Ability to work independently and manage multiple support requests.
Desirable
- Experience working within enterprise or corporate environments.
- Knowledge of Active Directory, Entra ID (Azure AD), and user account administration.
- ITIL Foundation certification or awareness.
Personal Attributes
- Excellent customer-facing skills.
- Professional and approachable manner.
- Strong problem-solving and analytical abilities.
- Well organised with good attention to detail.
- Ability to remain calm under pressure and prioritise workload effectively.
- Team player with a proactive approach to support.
Services in Scope
- Deskside Support
- PC and Laptop Support
- Hardware Diagnostics
- Software Support
- Peripheral Device Support
- Mobile Device Support
- User Account Support
- Network and Connectivity Troubleshooting
- Incident Management via ServiceNow