Job Title: IT Support Engineer / Team Leader (50/50 Split Role) – East London

Contract Details

• Contract Type: Fixed-term (12-month contract)
• Location East London
• Rate: £145 per day

Role Overview

This role combines hands-on technical support with team coordination responsibilities. The successful candidate will provide high-quality IT support while assisting in the day-to-day management and organization of the support team.

Key Responsibilities

IT Support Engineer (50%)

• Provide 2nd line support for hardware and software issues
• Troubleshoot and support:
  
  • Operating Systems: Windows 11 and macOS
  • Applications: Microsoft 365 (O365), GlobalProtect VPN
• Diagnose and resolve hardware issues on:
  
  • Windows laptops
  • Mac laptops
  • iPhones
• Troubleshoot Wi-Fi, network connectivity, and user account issues
• Take full ownership of incidents and requests, ensuring accurate and timely updates in ServiceNow
• Deliver excellent customer service and ensure issues are resolved within agreed SLAs

Team Lead Responsibilities (50%)

• Maintain and update team planner and rota schedules
• Coordinate with the manager regarding:
  
  • Sickness absences
  • Annual leave requests
  • Arrange appropriate resource backfill where required
• Support the Service Delivery Manager in handling:
  
  • Customer complaints
  • Dissatisfaction surveys and feedback
• Monitor team conduct and escalate any behaviour or performance concerns to the line manager
• Proactively report operational or service issues to:
  
  • London Team Leader
  • Service Delivery Manager

Skills & Experience Required

• Experience in IT support (1st–2nd line environment)
• Strong knowledge of Windows 11, macOS, and Microsoft 365
• Familiarity with VPN tools (e.g., GlobalProtect)
• Experience with ticketing systems (ServiceNow preferred)
• Solid understanding of network troubleshooting (Wi-Fi, connectivity issues)
• Strong organizational and communication skills
• Ability to manage workload independently and prioritize effectively

Key Attributes

• Customer-focused with strong problem-solving skills
• Proactive and accountable with a sense of ownership
• Able to balance technical duties with team coordination responsibilities
• Professional, reliable, and detail-oriented