Version 1 is looking for an Onsite IT Support Engineer to serve as the primary technical contact at our customer's London location. You will deliver prompt, professional support to resolve IT challenges, maintain an efficient IT environment, and ensure systems run smoothly.

What You'll Do

Serve as the first point of contact for technical support via phone, email, or chat.
Log and manage incidents, service requests, and queries in the ServiceNow ITSM or Customer systems.
Perform initial triage, diagnosis and troubleshooting for IT issues, including hardware, software, Audio Visual, and network problems.
Ensure timely resolution of incidents in line with Service Level Agreements (SLAs).
Maintain accurate documentation of incidents, resolutions, and troubleshooting steps.
Contribute to the development and maintenance of the IT knowledge base.
Deliver excellent customer service and build strong relationships with end-users.
Monitor system performance and identify potential issues proactively.
Conduct routine health checks of systems, applications, and networks to ensure optimal performance.
Monitor and manage system alerts to address potential issues before they escalate.
Set up and configure new laptops, mobile devices, and peripherals.
Liaise with 3rd party suppliers (i.e. Couriers, Vendors).
Manage user accounts, permissions, and access rights.
Install, update, and patch software applications according to company policy.
Maintain inventory of IT equipment and manage equipment lifecycle.
Perform scheduled maintenance, such as software updates, patch installations, and backups.
Support audio/visual equipment for meeting rooms and company events.
Collaborate with other IT teams to address complex or recurring problems.
Test business continuity measures, including disaster recovery plans, to ensure readiness.
Review and refine service desk documentation and processes regularly for efficiency and accuracy.
Participate in IT projects, such as system upgrades or deployments, when required.
Collaborate with other IT team members to ensure timely resolution of issues and continuous improvement of service delivery.
Participate in ongoing training and development to stay current with IT trends and technologies.
Package and deploy routine security updates.

What We're Looking For

Minimum of 2-5 years of experience in deskside support.
Strong customer service orientation with excellent communication skills.
Ability to explain technical concepts to non-technical users.
Experience with service desk management tools (e.g., ServiceNow).
Strong communication, interpersonal, and problem-solving abilities.
Customer-focused mindset with a commitment to delivering high-quality support.
Strategic thinking and decision-making.
Ability to manage multiple priorities and meet deadlines.
Adaptability to evolving technologies and processes.
Strong analytical and reporting skills.
Strong understanding of IT infrastructure, systems, and troubleshooting methodologies.
Operating Systems: Expertise in Windows, macOS, and mobile OS platforms (Android/iOS).
Hardware & Software Troubleshooting: Diagnosing and resolving complex issues across desktops, laptops, peripherals, and enterprise applications.
Cloud & Virtualisation: Proficiency in Azure, AWS, VMware, and Citrix environments, including virtual desktop infrastructure (VDI) and cloud-based endpoint management.
Networking: Strong understanding of TCP/IP, DNS, DHCP, VPNs, and firewalls.
Security & Compliance: Familiarity with endpoint protection tools (e.g. Sophos, Carbon Black), patching cycles, encryption, and identity/access management.
Automation & Scripting: Experience with PowerShell, Bash, or Python for automating tasks and managing configurations.
Application Packaging: Microsoft Intune: Knowledge and experience associated with Patch My PC, Windows Installer (MSI), PowerShell Scripting, InstallShield / WiX Toolset / AdminStudio, Linux & macOS, Mobile Platforms (iOS/Android), Active Directory & Group Policy.
Experience with remote support tools.
Proficiency in Azure Active Directory and Group Policy Support.
Ability to lift and transport equipment.
Mobility to access various office areas, including under desks and in server/Comms rooms.
Must be eligible for CTC clearance.

Nice to Have

Knowledge of ITIL frameworks and best practices; ITIL v4 certification preferred.
Networking: often CCNA or equivalent certified.

Technical Stack

ServiceNow ITSM
Windows, macOS, Android/iOS
Azure, AWS, VMware, Citrix
Sophos, Carbon Black
PowerShell, Bash, Python
Microsoft Intune, Patch My PC
Windows Installer (MSI), InstallShield, WiX Toolset, AdminStudio
Active Directory, Group Policy

Team & Environment

You will be part of the Services Reliability Group and the ASPIRE Global Service Centre.

Benefits & Compensation

Quarterly Performance-Related Profit Share Scheme.
Strong Career Progression & mentorship coaching through our Strength in Balance & Leadership schemes with a dedicated quarterly Pathways Career Development programme.
Flexible/remote working.
Financial Wellbeing initiatives including; Pension, Private Healthcare Cover, Life Assurance, Financial advice and an Employee Discount scheme.
Employee Wellbeing schemes including Gym Discounts, Bike to Work, Fitness classes, Mindfulness Workshops, Employee Assistance Programme and much more.
Generous holiday allowance, enhanced maternity/paternity leave, marriage/civil partnership leave and special leave policies.
Educational assistance, incentivised certifications, and accreditations, including AWS, Microsoft, Oracle, and Red Hat.
Reward schemes including Version 1’s Annual Excellence Awards & ‘Call-Out’ platform.
Environment, Social and Community First initiatives allow you to get involved in local fundraising and development opportunities as part of fostering our diversity, inclusion and belonging schemes.