It Support Engineer

Description:

Edison Smart® is currently seeking a compassionate and technically proficient IT Support Engineer for a 5-month contract engagement in London. This is an excellent opportunity for a proactive professional who excels at resolving technical issues with empathy, while supporting a dynamic and diverse user base. The role involves a hybrid schedule (4 days on-site, 1 day remote) and is designated as Inside IR35.

As an integral member of the support team, you will provide hands-on assistance across a range of platforms and collaborate with colleagues to ensure that end users experience seamless technology support. This position will involve support desk rotations, ticket triaging, onboarding new employees, and participating in an on-call rotation for high-priority issues.

Key Responsibilities:

• Deliver empathetic and effective technical support to end users, including ticket-based issue resolution and walk-up support.

• Participate in a ticket triage rotation, managing incoming requests and distributing them appropriately.

• Provide direct user support through regular IT Support Desk rotations.

• Troubleshoot hardware and software issues across macOS, Windows, and mobile platforms (iOS/Android).

• Onboard new employees by assisting with hardware setup, account access, and running orientation sessions.

• Participate in an on-call rotation, responding to critical technical issues in accordance with established SLAs.

• Maintain system performance and adhere to company policies, procedures, and user experience standards.

Required Skills and Qualifications:

• Experienced IT support professional with strong troubleshooting abilities and critical thinking skills.

• Capable of independently handling complex and unfamiliar issues through structured problem-solving.

• Self-driven, adaptable, and able to function effectively in fast-paced, asynchronous work environments.

• Strong interpersonal and communication skills with a customer-first approach.

• Proficient with:

  • Okta, Google Workspace, Slack, Zoom, Zoom Rooms

  • macOS and Windows OS on Apple, Dell, and Microsoft hardware

  • Mobile device support (iOS and Android), including MDM solutions like Jamf and Google

Highly Desirable Skills:

• Experience with collaboration and project tools: Confluence, Jira, Zendesk

• Familiarity with Linux (Ubuntu) on Dell hardware

• Deep understanding of macOS device management tools like Jamf or Munki

Ideal Candidate Traits:

• A problem-solver with high emotional intelligence and a passion for providing excellent user experiences.

• Strong team player with a collaborative attitude and the ability to work independently.

• Ability to juggle multiple priorities without compromising on service quality.