Onsite IT Support Specialist

Location: Central London – Fully onsite

Schedule: Monday to Friday, 9:00 AM – 5:00 PM (standard hours), with occasional flexibility required to support client needs (e.g., early/late coverage or events)

Job Summary

We are seeking a reliable and customer-focused Onsite IT Support Specialist to serve as the primary point of technical support for approximately 115 users. As the sole onsite engineer, you will deliver hands-on technical assistance, troubleshoot and resolve day-to-day IT issues, and ensure smooth operation of the company’s IT environment. This role is critical in maintaining high productivity for both onsite and remote users through excellent service and proactive problem-solving.

While the below outlines the typical background and experience we seek in a qualified IT Support Specialist, we recognize that strong candidates can come from varied paths. We have successfully hired and seen multiple individuals with non-traditional IT backgrounds thrive in this role. These team members have consistently excelled through their exceptional customer service mindset, quick learning ability, genuine interest in technology, and rapid mastery of our systems, tools, and day-to-day support tasks.

Key Responsibilities

• Provide first/second-line technical support to ~115 users, both onsite and remote, resolving most day to day issues.

• Diagnose, troubleshoot, and resolve hardware and software issues on Windows 11 laptops, iPhones, a small number of Macs, and iPads.

• Manage and support Microsoft 365 environment including Exchange Online, Intune, OneDrive, SharePoint, Teams, and related services.

• Administer and support Active Directory (AD) on a Windows Server network.

• Support core business applications, particularly Microsoft Outlook, Word, Adobe Acrobat, and Sage 50 accounting software for the Finance team.

• Maintain, troubleshoot, and support meeting room conferencing equipment (video conferencing systems, displays, audio, etc.).

• Occasionally set up and operate AV equipment for company events and meetings.

• Perform hardware maintenance, deployment, and basic repairs/replacements.

• Manage user accounts, permissions, and devices via Microsoft Intune and Active Directory.

• Ensure data security, and adherence to company IT policies.

• Document incidents, resolutions, and processes in the ticketing system.

• Escalate complex issues to external vendors or senior engineers when necessary.

• Proactively identify recurring issues and recommend improvements to the IT environment.

• Deliver exceptional customer service with clear written and verbal communication.

Requirements & Qualifications

• Experience in a similar onsite IT support or helpdesk role is desirable.

• Strong technical knowledge of:

  • Windows 11 environment and troubleshooting

  • Microsoft 365 administration (Intune, Exchange, Teams, OneDrive, SharePoint)

  • Active Directory and Windows Server

  • iOS device support (iPhone/iPad)

  • Basic Mac support

  • Networking fundamentals (TCP/IP, Wi-Fi, VPN, DNS, etc.)

  • Microsoft Office suite and Adobe Acrobat

• Some experience with Sage 50 or similar accounting software is useful.

• Familiarity with meeting room AV and conferencing systems (Teams, Clickshare, etc.).

• Excellent customer service, communication, and interpersonal skills — able to explain technical concepts to non-technical users, and correctly understand issues that are reported.

• Professional, patient, and solution-oriented attitude with the ability to work independently as the sole onsite IT presence.

• Basic level of manual handling / lifting e.g. unboxing, installing computers, cabling, shifting boxes etc.

Preferred Skills

• Relevant certifications such as CompTIA A+, Network+, Microsoft 365 Certified: Modern Desktop Administrator, or equivalent.

• Experience supporting hybrid/remote users.

• Basic scripting or automation knowledge (PowerShell is a plus).

• Ticketing system experience.

What We Offer

• Competitive salary

• Stable onsite role with predictable hours

• Opportunity to own the full IT support experience for the site

This is a highly visible role that requires someone who takes pride in keeping users productive and happy while maintaining a professional and calm demeanor under pressure.