Job Title:
Freelance - IT Support Technician - London, UK (Onsite)
Job Description:
The IT Service Desk Technician is responsible for providing technical support and troubleshooting assistance to end-users across hardware, software, and network systems. This role involves managing and resolving incidents, service requests, and system alerts through ticketing tools while ensuring minimal downtime and high user satisfaction. The technician collaborates with cross-functional IT teams to maintain service quality, implement best practices, and support IT infrastructure improvements.
Key Responsibilities:
Provide L1/L2 technical support for desktops, laptops, mobile devices, and peripherals.
Troubleshoot hardware, software, network connectivity, and printer issues via remote and onsite support.
Manage and resolve tickets within defined SLA timelines using ITSM tools (e.g., ServiceNow, Jira, Freshservice).
Install, configure, and maintain Windows, macOS, and Office 365 applications.
Support Active Directory and Microsoft 365 administration, including user account creation, password resets, and access management.
Assist in endpoint management, patching, and antivirus/EDR monitoring.
Document incidents, solutions, and recurring issues to improve service processes.
Escalate complex issues to higher-level support teams and coordinate with vendors when necessary.
Contribute to asset management, software licensing, and IT inventory control.
Participate in IT onboarding/offboarding processes, including system setup and equipment deployment.
Required Skills & Qualifications:
Bachelor's degree in Computer Science, Information Technology, or related field.
2–5 years of hands-on experience in IT support or service desk roles.
Strong knowledge of Windows OS, Microsoft 365, Active Directory, and basic networking (TCP/IP, DNS, DHCP).
Familiarity with ITSM tools (ServiceNow, Freshservice, ManageEngine, etc.).
Excellent communication, problem-solving, and customer service skills.
Certifications such as CompTIA A+, Network+, or ITIL Foundation are preferred.