1st/2nd line support engineer

Job Title: 1st/2nd Line IT Support Engineer
Location: South East London
Salary: £25,000 - £28,000 per annum
Job Type: Full-time, Permanent

We are seeking a motivated and customer-focused 1st/2nd Line IT Support Engineer to join our IT team based in South East London. This is a great opportunity for someone with a strong foundation in IT support who is looking to develop their skills in a dynamic and supportive environment.

You'll be the first point of contact for users, providing both remote and deskside support across a range of hardware and software platforms, escalating more complex issues to senior engineers where necessary.

• Provide 1st and 2nd line technical support for desktops, laptops, mobile devices, printers, and network issues.

• Manage and resolve support tickets in a timely and professional manner.

• Set up and configure new user accounts, hardware, and software.

• Troubleshoot issues with Windows OS, Microsoft 365, and standard business applications.

• Assist with on-site hardware installation and maintenance.

• Liaise with 3rd party vendors where needed for issue resolution.

• Maintain IT documentation and asset registers.

• Support users via phone, email, remote desktop, and in person.

• Previous experience in a 1st or 2nd line IT support role (minimum 1 year preferred).

• Strong working knowledge of:

  • Windows 10/11

  • Microsoft 365 (Outlook, Teams, SharePoint, OneDrive)

  • Active Directory and basic Group Policy tasks

• Basic networking knowledge (IP, DNS, DHCP, VPN).

• Experience with remote support tools (e.g., TeamViewer, AnyDesk, RDP).

• Excellent communication and customer service skills.

• A proactive, problem-solving mindset and ability to work independently.

• Willingness to travel locally to support satellite offices (if required).

• ITIL Foundation qualification

• Experience with ticketing systems (e.g., Zendesk, Freshservice, or ServiceNow)

• Exposure to macOS or Linux environments

• Driving licence (if travel is required)

• Competitive salary of £25,000-£28,000 DOE

• 25 days holiday + bank holidays

• Pension scheme

• Ongoing training and development

• Friendly and supportive team environment

• Opportunities for career progression

Oscar Associates (UK) Limited is acting as an Employment Agency in relation to this vacancy.

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