Searchability
NEW CONTRACT ROLE – IT SUPPORT ENGINEER / TEAM LEAD | ASAP Start | Onsite | London | £140- £150 | Inside IR35
THE OPPORTUNITY
We are seeking a hybrid IT Support Engineer / Team Lead to provide hands-on 1st and 2nd line technical support while assisting with team coordination and service delivery activities. This role combines technical troubleshooting with operational oversight, ensuring high-quality support and smooth day-to-day team operations.
THE ROLE
Provide 1st and 2nd line support for hardware and software issues
Support Windows 11 and macOS environments
Troubleshoot Microsoft 365 and GlobalProtect VPN issues
Diagnose and resolve hardware faults across laptops (Windows andamp; Mac) and iPhones
Investigate and resolve Wi-Fi, network connectivity and account-related issues
Take ownership of incidents and requests via ServiceNow, ensuring accurate and timely updates
Maintain clear communication with users throughout the ticket lifecycle
Update and manage the team planner and rota to ensure adequate coverage
Coordinate sickness and annual leave, escalating where needed to arrange cover
Support service delivery activities including complaints handling and user feedback
Escalate conduct or behavioural concerns to the appropriate manager
Report service or operational issues to senior team members for resolution
REQUIREMENTS
Proven experience in a 1st/2nd line IT support role
Strong knowledge of Windows 11 and macOS
Experience supporting Microsoft 365 and VPN tools (e.g. GlobalProtect)
Hands-on experience with laptop and mobile device troubleshooting
Familiarity with ticketing systems such as ServiceNow
Understanding of networking fundamentals (Wi-Fi, connectivity, user accounts)
Ability to manage workload independently and prioritise effectively
TO BE CONSIDERED
Email your CV and availability to: [email protected]
PLEASE NOTE
This is a hybrid support and coordination role requiring both technical troubleshooting and team support responsibilities
Candidates must be comfortable taking ownership of tickets while also assisting with team operations and service delivery tasks
KEYWORDS
IT Support Engineer, Service Desk Analyst, 2nd Line Support, Windows 11, macOS, Microsoft 365, VPN Support, ServiceNow, IT Support, Team Lead