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Support Technician (Onsite - London)
Codestone
Source: Headcount Labs · original listing ↗
Job data: Headcount Labs, ODbL 1.0. Job descriptions belong to their employers.
Posted Oct 13
About this role
We don’t just hire experience - we invest in talent. From day one, you’ll gain expert coaching & mentorship, ongoing training, and real-world experience in a high-growth tech business! About the Role The onsite Support Technician is a proactive and customer-focused IT professional responsible for delivering technical support across a range of IT infrastructure solutions. This role primarily involves troubleshooting, maintaining, and supporting desktop environments, end-user devices, and core IT services including AV support encompassing meeting room and event hosting technology. The Onsite Support Technician will ensure smooth IT operations by resolving incidents, assisting users, and maintaining key IT systems . Hours: Monday to Friday, 37.5 hours per week with a 1 hour unpaid lunch break, worked between 8am and 6pm Shifts: 3 rotating shifts: 8am to 4:30pm, 9am to 5:30pm and 9:30am to 6pm Location: On client site in London, 5 days per week Your Responsibilities • Provide support for desktops, laptops, mobile devices, and core IT services • Assist with server administration and advanced configuration tasks under supervision • Support networking and wireless technologies, including troubleshooting connectivity issues • Manage and resolve O365 security and administration issues, including user account management and access controls • Assist in virtual machine technologies for provisioning and maintenance • Provide face to face, desk-side support on site, delivering excellent customer service to all levels of staff and ensuring timely issue resolution • Monitor and maintain IT systems using support tools aligned with ITIL best practices • Contribute to incident management, logging and tracking issues within SLAs • Support key business applications and ensure minimal disruption to users • Assist with IT procurement, equipment configuration, and asset management • Document resolutions, technical processes, and troubleshooting steps for internal knowledge sharing • Embrace and develop the use of AI and digital tools to work more efficiently, reduce manual effort and improve the quality of work Your Experience will include: • On-site support: Experience in a customer-facing, on-site or desk-side support role • Event support: Experience planning and delivering IT for events, meetings or presentations, including AV and meeting room technology • Advanced technical knowledge: Expertise in diagnosing complex hardware and software issues, including server-level support • Networking skills: Proficiency in configuring switches, routers, and basic wireless network management • Systems integration: Ability to work on integrating different systems and understanding how they interconnect • Virtualisation: Familiarity with technologies like VMware, Hyper-V, or other virtual environments • Backup and recovery: Experience with backup software and data recovery processes • Vendor coordination: Managing warranties and liaising with third-party hardware and software vendors • Organisation and planning: Ability to coordinate equipment, people and timings across several requirements and deadlines Technical Product Knowledge Other skills will include accreditation or experience in some of the following technical products: Office 365 Licence administration Creating new users & groups Microsoft Exchange Hybrid SharePoint OneDrive Teams Azure Conditional Access MFA Intune (MDM) ADFS Audio Visual meeting room panels You will bring the following behaviours: • Collaboration: Works closely with senior IT teams and leadership to align support practices with organisational goals • Customer focus: Demonstrates empathy, patience, and attentiveness in all environments. Presents a professional, approachable and confident manner when supporting customers in person • Communication skills: Translates technical information into clear, non-technical language for customers. Actively listens to understand customer concerns before responding • Adaptability and flexibility: Stays calm under pressure and manages multiple customers' needs simultaneously • Composure in live situations: Stays calm and solution-focused when resolving issues in front of customers or during live events • Time management and prioritisation: Balances a workload of technical tasks while ensuring that critical issues are addressed first. Keeps track of multiple tasks to meet Service Level Agreements (SLAs) and customer expectations • Ownership and accountability: Takes responsibility for resolving customer issues from start to finish. Follows up after issue resolution to ensure customer satisfaction • Continuous learning: Stays updated on technical advancements and adopts a proactive approach to skill development, seeking out learning opportunities Department Ops - Delivery - Infrastructure & Security Role Support Technician Location London About Codestone At Codestone, we're not just part of the AI + Cloud movement – we're leading it. As Europe's trusted business transformation partner, we deliver powerhouse advisory and consultancy services spanning ERP, EPM, and analytics business applications, cybersecurity, infrastructure, modern work, and UK's Top 50 application and IT managed services. Backed by FPE Capital, we're scaling fast while staying true to our people and client-first spirit. We're not your typical tech consultancy. Founded in 1997 Co-workers 300 Turnover £39M