Level 2 IT Support

Key Responsibilities

• Provide 2nd line support by resolving incidents and service requests related to end-user software, hardware, mobile devices, and printers
• Accurately document all troubleshooting steps, actions, and resolutions within the ticketing system, ensuring clear and detailed updates; escalate issues where necessary to internal or external support teams
• Keep users regularly informed on the progress of their requests through to successful resolution
• Maintain a strong understanding of internal systems, services, and processes to deliver effective technical solutions
• Manage and track IT hardware assets, ensuring accurate and timely updates
• Adhere to information security policies and best practices at all times
• Support meeting room and collaboration technologies, including conferencing systems and AV equipment; perform regular checks to ensure functionality
• Assist with IT-related projects such as office moves, technology rollouts, and on-site events
• Build, configure, and deploy end-user devices (e.g. laptops and desktops)
• Provide hands-on support within comms rooms, including basic network and hardware tasks under guidance from specialist teams
• Deliver high-quality support to senior stakeholders, including VIP/white-glove service where required
• Travel to other office locations as needed
• This is an on-site role requiring regular presence in the office

Skills & Experience Required

• Strong experience supporting Windows environments and Microsoft 365 in an enterprise setting
• Broad knowledge of PC hardware, mobile devices, and peripherals
• Excellent communication skills, both written and verbal
• Strong customer service focus with a proactive and professional approach
• Highly organised, with the ability to prioritise workload, multitask, and meet SLAs

Desirable Skills

• Previous experience in a similar support role within a professional services environment
• Understanding of networking fundamentals (e.g. IP networking concepts)
• Experience working within an ITIL framework
• Relevant Microsoft or industry certifications
• Experience with ServiceNow or similar IT service management tools
• Exposure to Mac support environments