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About the Role
Provide high-quality onsite and remote technical support to end users in an enterprise IT environment, handling daily support for devices, operating systems, applications, and network connectivity. Responsibilities include diagnosing and resolving hardware/software issues, documenting activities, and ensuring timely resolution within SLAs, acting as a key interface between users and technical teams.
Responsibilities
- Provide daily onsite and remote desktop and end-user technical support.
- Diagnose, troubleshoot and resolve desktop, laptop, printer, peripheral, operating system, software and application issues.
- Respond to telephone calls, emails, service tickets and dispatched technical-support requests.
- Record, classify, update and resolve incidents and service requests accurately within the approved IT Service Management/ticketing system.
- Document troubleshooting activities, actions taken, resolutions, workarounds and relevant technical evidence.
- Track incidents and service requests through to resolution, ensuring agreed SLA targets are achieved.
- Communicate progress, expected resolution times and service-impact information clearly to users.
- Escalate unresolved or complex incidents to appropriate resolver groups while maintaining ownership and coordinating progress.
- Act as a primary customer-facing interface for desktop and end-user support issues.
- Liaise with Service Desk, Network, Infrastructure, Data Centre, Security, Application and other resolver teams where required.
- Install, configure, maintain, repair and upgrade desktop equipment, laptops, peripherals and associated infrastructure.
- Build, configure and deploy PCs and laptops in accordance with approved organisational standards.
- Install, configure and troubleshoot approved operating systems and business applications.
- Support Microsoft Windows desktop environments, particularly Windows 11.
- Provide macOS/OS X support where required.
- Support Microsoft Office/Microsoft 365 applications and related productivity tools.
- Troubleshoot approved application and software-installation issues.
- Provide support for mobile devices, including iPhone, iPad and Android devices.
- Support Mobile Device Management (MDM) and Mobile Application Management (MAM) environments.
- Support desktop and network printers and associated end-user printing issues.
- Provide support for collaboration and unified communications technologies.
- Assist users with video conferencing and meeting-room technology.
- Perform basic audio-visual troubleshooting and provide AV "hands and eyes" support to remote technical teams.
- Provide network "hands and eyes" support under the direction of Network or Infrastructure teams.
- Troubleshoot LAN, Wi-Fi, VPN and remote-access connectivity issues within the authorised scope of support.
- Support remote-access technologies including Microsoft Remote Desktop, Apple Remote Desktop, VNC or equivalent approved tools.
- Perform diagnostic testing to identify and isolate hardware, operating system, application and connectivity faults.
- Undertake proactive checks and preventative support activities where required.
- Troubleshoot and remediate approved malware, virus and spyware incidents in accordance with organisational security procedures.
- Carry out PC hardware diagnosis and repair.
- Replace approved hardware components and peripherals where necessary.
- Support equipment installation, moves, additions and changes.
- Identify recurring technical issues and contribute to Root Cause Analysis (RCA) and problem-management activities.
- Contribute technical information to knowledge articles, troubleshooting guides and known-error documentation.
- Ensure support activity complies with applicable IT security, data-protection, confidentiality and acceptable-use requirements.
- Maintain appropriate asset and configuration records when equipment is deployed, replaced, repaired or relocated.
- Work collaboratively with supervisors, managers and other IT teams to maintain consistent IT operations.
- Maintain a high level of customer satisfaction throughout the support lifecycle.
- Deliver a professional and friendly meet-and-greet experience at Tech Bar.
- Understand and accurately identify the user's technical issue or request at Tech Bar.
- Set clear expectations regarding troubleshooting, resolution and escalation at Tech Bar.
- Manage the customer's interaction throughout the complete Tech Bar experience.
- Provide accurate information regarding supported IT products and services at Tech Bar.
- Resolve eligible issues immediately wherever practical at Tech Bar.
- Escalate complex issues to the appropriate resolver team while maintaining appropriate communication with the user at Tech Bar.
- Maintain a professional, organised and customer-focused support environment at Tech Bar.
Requirements
- Minimum of approximately 4 years of relevant hands-on technical support experience.
- 6 or more years of experience highly desirable.
- Previous experience supporting an enterprise-sized customer within an IT service provider, Managed Service Provider (MSP), outsourcing organisation or comparable enterprise IT environment is strongly preferred.
- Experience supporting enterprise users in London or a similar corporate environment would be advantageous.
- Demonstrate practical experience in enterprise desktop and end-user support.
- Demonstrate practical experience in hardware and software troubleshooting.
- Demonstrate practical experience in Windows desktop support.
- Demonstrate practical experience in PC builds and hardware repair.
- Demonstrate practical experience in application installation and troubleshooting.
- Demonstrate practical experience in mobile-device support.
- Demonstrate practical experience in remote-user support.
- Demonstrate practical experience in ticket and incident management.
- Demonstrate practical experience in customer-facing IT support.
- Demonstrate practical experience in working with multiple resolver groups.
- Demonstrate practical experience in meeting defined service levels and operational targets.
- Excellent verbal and written English communication skills.
- Strong customer-service orientation.
- Professional and courteous behaviour.
- Strong analytical and diagnostic capability.
- Excellent troubleshooting and problem-solving skills.
- Personal accountability and ownership.
- Attention to detail.
- Ability to prioritise work effectively.
- Ability to work independently and collaboratively.
- Ability to operate effectively in a fast-paced enterprise support environment.
- Strong organisational and time-management skills.
- Tenacity in pursuing technical issues through to resolution.
- Awareness of SLA obligations and service impact.
- Ability to liaise effectively with customers, colleagues and specialist resolver teams.
- High standards of integrity, confidentiality and professionalism.
- Must have the legal right to work in the United Kingdom.
- Must have at least 12 months remaining on current UK work permission/visa at the expected employment start date.
- No future employer sponsorship.
- Evidence of valid UK right-to-work status will be required.
Skills
- Windows 10
- Windows 11
- MacOS/OS X
- Desktop PCs
- Laptops
- PC hardware builds
- Configuration
- Repair
- Microsoft Office/Microsoft 365 applications
- Software installation
- Troubleshooting
- Desktop printers
- Network printers
- End-user peripherals
- iOS
- iPhone
- iPad devices
- Android mobile devices
- Mobile Device Management (MDM)
- Mobile Application Management (MAM)
- Remote Desktop technologies
- Microsoft Remote Desktop
- Apple Remote Desktop
- VNC
- Video conferencing
- Collaboration technologies
- AV equipment
- Meeting-room technology
- Basic networking
- Connectivity troubleshooting
- Wi-Fi
- LAN
- VPN
- Remote-access support
- Malware troubleshooting
- Virus troubleshooting
- Spyware troubleshooting
- IT Service Management
- Ticketing systems
- Incident management
- Request management
- Escalation management
- SLA management
- Root Cause Analysis (RCA)
- Technical troubleshooting
Location
- London
Work Type
- Onsite
- Remote
Experience Level
- Approximately 4 years of relevant hands-on technical support experience
- 6 or more years of experience highly desirable