Information Technology Service Engineer
nimbus
- London, England, United Kingdom
- London, England, United Kingdom
Über
About the Role
Salary: £25,000 - £30,000 + bonus + benefits based on experience
SC cleared (or prepared to go through clearance)
Remote support from our Warwickshire-based office, Tuesday – Thursday and home working Monday & Friday, covering hours 07:00 – 21:00
Shift working required – Early Shift 7:00 am to 3:00 pm, Late shift 1:00 pm to 9:00 pm
Remote out of hours requirement cover (24/7/365) - shared rota.
Responsibilities Technical Support
Provide Level 1 & 2 support for Google & Microsoft environments
Diagnose and resolve issues related to user accounts, permissions, and integrations.
Assist with email routing, security settings, and compliance configurations.
Proficient in diagnosing issues with both Mac (OS & iOS) & PC devices
User Assistance & Training
Guide end users on best practices for Google & Microsoft tools.
Conduct robust onboarding and offboarding sessions and activities.
Develop and deliver training materials or sessions to improve adoption and productivity.
Administration & Maintenance
Manage user provisioning, group policies, and organisational units in Google Admin Console & Microsoft M365 Admin Centre.
Monitor system health and security alerts; implement corrective actions.
Support mobile device management (MDM) and Single Sign-On (SSO) integrations.
Work closely with IT teams to escalate and resolve complex issues.
Maintain accurate documentation of processes, troubleshooting steps, and knowledge base articles.
Log and Track User Incidents, Accurately document and categorise user-reported issues in the ticketing system.
Provide timely resolution for technical Incidents & problems related to hardware, software, or network issues.
When necessary, elevate complex issues to higher-tier support or specialised teams.
Ensure that incidents are resolved efficiently and confirm that users are satisfied before closing tickets.
The solution should be clearly documented in the ticket, along with a link to any KB articles.
Hardware Support and Maintenance
Install, configure, and deploy workstations, laptops, printers, phones, and other end-user devices.
Diagnose and resolve hardware issues, including problems with peripherals, malfunctioning systems, or defective components.
Able to perform regular patching, system updates, proactive maintenance and performance tuning across supported endpoints and infrastructure.
Supporting AV equipment for conferencing (Logitech & Yealink)
Software Support
Set up new software applications or assist with upgrades and patches to ensure users have access to the latest versions of critical software.
Resolve software malfunctions, crashes, or compatibility issues with operating systems, applications, or user configurations.
License Management, tracking software licenses and ensure compliance with licensing agreements, renewing or allocating licenses as necessary.
Network and Connectivity Support
Capability to diagnose and resolve network connectivity issues, including LAN, Wi-Fi, VPN, and other network-related problems.
Ensure remote workers have proper access to company resources, including VPN setup, remote desktop tools, and cloud-based systems.
Provide expert assistance with setup, optimisation and ongoing management of modern cloud based infrastructure (PaaS & IaaS environments)
Proficient in troubleshooting issues related to network printers, shared drives, and other shared IT resources.
User Account and Access Management
Competent in Setting up new user accounts, assigning appropriate permissions and ensuring users have the correct access to systems and tools.
Qualifications
Proven experience supporting both Google & Microsoft in a corporate environment.
Strong understanding of Google & Microsoft Admin Console/ Centre, user management, and security settings.
Airtable Administrator experience
Proficient in supporting both Mac & PC
Familiarity with identity management, SSO, and MDM solutions.
Knowledge of ITIL processes and ticketing systems (e.g.,Jira, JumpCloud).
Excellent problem-solving skills and ability to work under pressure.
Strong communication and customer service skills.
Required Skills
Experience with scripting (e.g., Google Apps Script, PowerShell, or Python).
Preferred Skills
Customer-focused mindset with a proactive approach.
Ability to work independently and as part of a team.
Strong organisational skills and attention to detail.
Pay range and compensation package Salary: £25,000 - £30,000 + bonus + benefits based on experience SC cleared (or prepared to go through clearance)
Equal Opportunity Statement We are committed to diversity and inclusivity.
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Sprachkenntnisse
- English
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