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About the Role
We are seeking a proactive, customer-focused IT professional to join our Service Desk team as a 2nd Line Support Engineer / Field Engineer. This role involves providing high-quality support on-site with one of our key customers in London, ensuring excellent client satisfaction.
Responsibilities
- Provide 1st & 2nd line support for software and hardware incidents and service requests via phone, email, and tickets.
- Log incidents and requests accurately into an ITSM tool, aiming for a high first-time fix rate.
- Install and support hardware, software, and mobile devices.
- Collaborate with other teams for incidents and service requests requiring cross-functional activities.
- Compile diagnostic information thoroughly before any escalation.
- Document resolutions in the Knowledgebase and update service documentation.
- Identify opportunities for service improvement.
- Support project delivery.
- Adhere to ITIL standards.
Requirements
- Proven experience in an IT support role (in-house or MSP).
- Strong verbal and written communication skills.
- Excellent software and hardware troubleshooting skills, with the ability to explain technical concepts to non-technical users.
- Experience supporting Windows OS (10 & 11) and Microsoft Office 365.
- Proactive and adaptable approach to learning new technologies.
- Track record of delivering high customer satisfaction and service improvements.
- Microsoft certifications (MCSE/MCSA/MCPs).
- Experience with Office 365, PowerShell, Azure, Windows Defender, and Microsoft Intune.
- Knowledge of networking devices (routers, printers, laptops, firewalls, switches).
- Experience working with an IT service management tool.
- Positive and solution-oriented mindset.
- Strong analytical and problem-solving skills.
- Ability to work independently and take initiative.
- Strong teamwork and collaboration skills.
- Ability to work effectively under pressure to meet SLAs.
- High attention to detail and adherence to processes.
Skills
- Windows OS (10 & 11)
- Microsoft Office 365
- Office 365
- PowerShell
- Azure
- Windows Defender
- Microsoft Intune
- Networking devices (routers, printers, laptops, firewalls, switches)
- IT service management tool
Location
- London, EC3V 9AA
Work Type
- On-site
- Full-time
Experience Level
- 2nd Line Support
Education Level
- Microsoft certifications (MCSE/MCSA/MCPs)
Benefits
- Modern technology to support role fulfillment
- Significant focus on Learning + Development (training courses, seminars, social events)
- Supportive, ambitious, and entrepreneurial culture
- Two paid leave days per year for volunteering
- Private healthcare
- Employee Assistance Programme (EAP)
- Monthly WFH allowance
- Life Assurance: 5x annual salary
- Cycle-to-work scheme
- Catered quarterly & annual social events
- Travel and accommodation allowance
About the Company
- Core is a high-growth Microsoft Managed Services Provider (MSP) delivering modern technology solutions across Azure, Microsoft 365, Security, and Modern Workplace.
- We specialize in providing a wide range of services, solutions, and software to optimize our clients’ Microsoft investments.
- Our customers trust us to help them unlock productivity, reduce risk, and transform their businesses through technology.
- We live by our CORE values: Customers first, One Core, Responsive, and Expertise.