Job Description
Local Support Engineer plays a critical role in ensuring seamless technology experiences for employees across the organisation. We are seeking a Associate Support Engineer to provide 2nd and 3rd technical support across a range of systems and applications. You will play a key role in ensuring the reliability of the tools and devices our people use every day, whether through remote troubleshooting or in-person local support.
This role requires strong problem-solving skills, ownership of issue resolution, and the ability to collaborate effectively across teams.
Key Responsibilities
* Provide onsite support for end-user IT equipment, including Apple Mac devices, troubleshooting hardware and software issues, and managing IT equipment inventory.
* Perform remote support for client computer setup, standard software installation/uninstallation, and hardware, operating system, and software issue resolution across Windows and macOS platforms.
* Support office IT equipment such as network devices, Teams conference rooms, printers, projectors, and screens.
* Assist in deploying new applications, services, and software updates to ensure office infrastructure security and compliance.
* Maintain a high level of information security in collaboration with the SOC team for hardware, files, and users.
* Take ownership of assigned tickets, ensuring timely resolution and adherence to SLAs, with proper documentation and logging.
* Provide exceptional customer service through various channels including in-person, phone, Teams, email, and ticket systems.
* Perform device configuration, patching, imaging, and user onboarding for secure setups, including macOS device enrollment and configuration via MDM tools (e.g., Jamf, Intune).
* Support video conferencing systems, mobile devices, and office networks across multiple platforms.
* Troubleshoot complex or persistent issues, engaging third-line support when necessary.
* Collaborate on local IT projects, system rollouts, and user environment changes.
* Contribute to knowledge base articles and documentation to enhance internal knowledge sharing.
* Occasionally travel within the region to provide IT support.
Core Competencies & Skills
* Technical Troubleshooting – Confident diagnosing and resolving a range of user hardware, software, and access issues on Windows and macOS.
* macOS Expertise – Familiarity with macOS system administration, including user account management, software installation, and troubleshooting common Mac-specific issues.
* Ownership & Accountability – Takes responsibility for resolving issues and providing clear updates throughout.
* Communication – Explains technical concepts clearly to non-technical users, updates tickets with clarity and precision.
* Adaptability – Able to manage changing priorities and support users in different locations or time zones.
* Process Awareness – Understands and follows service processes, including escalation paths and documentation standards.
* Collaboration – Builds strong working relationships with IT colleagues and contributes to shared support goals.
Qualifications
* Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent practical experience.
* Demonstratable professional experience in IT support, providing remote and onsite assistance.
* Proficiency in Windows, macOS, mobile platforms, and Office 365 support.
* Familiarity with ticketing systems such as ServiceNow or Jira Service Management.
* Solid understanding of ITIL service management practices and processes.
* Apple certifications such as:
o Apple Certified Support Professional (ACSP) – preferred.
o Apple Certified IT Professional (ACiT) – a plus.
* Experience with macOS device management tools (e.g., Jamf Pro, Microsoft Intune, or Apple Business Manager).
* Relevant certifications (e.g., Microsoft Certified: Modern Desktop Administrator Associate, CompTIA A+, ITIL Foundation) are preferred.
* Strong written and spoken English skills, with effective business communication abilities.
* Experience working with a global customer base is advantageous.
* Ability to thrive in fast-paced, dynamic environments.
* Demonstrated professionalism and a service-oriented mindset.
* Capable of independent work and collaboration in team settings, with excellent interpersonal skills
* Must be able to work on-site 5 days a week from Bourne House, Lotus Park, The Causeway, Staines-Upon-Thames.
Additional Information
We embrace flexibility and hybrid work opportunities to support diverse needs and lifestyles, while also valuing inclusive workplace experiences. By fostering a sense of community, we drive innovation, strengthen connections, and nurture belonging. Our commitment ensures you can work in a way that suits you best, while also engaging with colleagues to share ideas and build meaningful relationships.