Google Workspace, 2nd Line Support Engineer, EUC
Join Experis UK as a 2nd Line Support Engineer (EUC, Microsoft & Networking). This full‑time, permanent role is based in London and requires 3–4 days on site.
Location: London
Type: Full-Time | Permanent
Industry: IT
As an IT Support Analyst you will play a crucial role in maintaining the stability and security of our internal IT systems. You will report directly to the Digital Operations Manager and support 90 office‑based staff with technical assistance, ensuring best practices in IT security and service management (ITSM). The role is ideal for someone who is eager to learn new technologies and improve their skill set.
Key Responsibilities
* Manage and resolve IT tickets, investigating, diagnosing, and resolving technical issues within defined SLAs.
* Provide first‑line and Level 1/2 technical support for hardware, software, and network‑related issues (PCs, laptops, printers, mobile devices, tablets).
* Install, configure, and maintain IT hardware and software, ensuring systems are secure and fully operational.
* Support the set‑up of new staff, including workstation preparation, account creation, and basic IT induction.
* Administer and maintain IT infrastructure, including routers, switches, firewalls and VPNs.
* Monitor and maintain IT security by ensuring software updates, antivirus protection, and educating users on security best practices.
* Maintain the IT asset register, including logging, tagging equipment, and conducting regular audits.
* Assist with IT‑related projects such as system upgrades, migrations, and process automation.
* Create, update, and maintain technical documentation and user guidance.
* Collaborate with internal and external teams/vendors to evaluate technical solutions, provide recommendations, and escalates complex issues when appropriate.
* Champion the use of self‑service IT resources and provide basic training and guidance to users.
* Manage event support, including setting up AV and live‑stream equipment.
* Proactively identify opportunities for automation and process improvement, with a passion for emerging AI technologies and systems integration.
Skills and Qualifications
* Excellent communication and interpersonal skills, with the ability to explain technical concepts clearly to non‑technical users.
* A keen interest in learning new technologies and a proactive approach to professional development.
* Professional approach to work, problem‑solving, and adherence to ITSM principles.
* Ability to troubleshoot and resolve hardware and software issues effectively.
* Proven experience working in an ITSM environment with knowledge of ITIL an advantage.
* Passion for process improvement (e.g., joiners/movers/leavers process).
Systems Used
* Google Workspace and Administration
* Microsoft (Office 365, Intune)
* Cloud (GCP, Azure, AWS)
* Jira and Confluence for ITSM processes
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