Job Description

Job Summary

We are seeking a proactive and customer-focused

Support Desk Technician

to deliver first- and second-line IT support to staff and students within an educational environment. The role focuses on the installation, configuration, maintenance, and support of desktop systems, network infrastructure, audio-visual equipment, and related technologies.

The successful candidate will ensure IT systems operate efficiently with minimal disruption to users, providing clear communication and high-quality technical support. This role is based in London with occasional travel to other sites and offers an excellent opportunity to work in a fast-paced, service-driven IT team.

Responsibilities

Provide first- and second-line technical support to staff and students via the support desk, including face-to-face and remote assistance. Respond to support requests promptly, prioritising issues according to business and academic needs. Record, track, and resolve IT incidents accurately using support desk procedures and escalation processes. Diagnose and resolve hardware and software issues across desktops, laptops, peripherals, printers, and mobile devices. Install, configure, and maintain computer hardware, operating systems, and applications. Perform in-house hardware repairs where possible and liaise with external suppliers when required. Maintain and administer Active Directory users, groups, and security permissions. Monitor and maintain servers, networks, and shared resources to ensure service availability and integrity. Support LAN infrastructure and general network troubleshooting. Assist with the roll-out of new systems, applications, and upgrades. Manage IT asset inventories, including booking, loaning, tracking, and disposal of equipment. Maintain clean, organised IT workspaces and ensure equipment is securely stored and labelled. Support and maintain audio-visual and telecommunications equipment. Produce and update documentation and follow daily operational routines. Promote safeguarding and child protection principles and ensure compliance with data protection legislation. Collaborate with colleagues and escalate complex issues to the Support Desk Team Leader as required.
RequirementsEssential

GCSE-level education (or equivalent). Proven experience providing desktop hardware and software support. Working knowledge of Windows operating systems and Microsoft Office applications. Familiarity with macOS, mobile devices, printers, scanners, and common peripherals. Basic understanding of LAN networking concepts. Experience diagnosing and resolving hardware and software faults. Strong organisational skills with the ability to manage multiple support requests simultaneously. Excellent communication skills and the ability to explain technical concepts in plain English. Customer-focused approach with patience and professionalism when supporting users.
Desirable

CompTIA A+ or other relevant IT certifications. Experience with Windows Server environments, Active Directory, and backup systems. Knowledge of cloud technologies such as Azure or AWS, Intune, Defender, or Entra. Experience supporting audio-visual and telecommunications equipment. Familiarity with virtualised environments (VMs, Hyper-V). Experience in an education or academic IT environment.
Job Types: Full-time, Permanent

Pay: From 31,000.00 per year

Benefits:

Discounted or free food Life insurance
Work authorisation:

United Kingdom (required)
Work Location: In person