IT Support & Field Engineer - 1st/2nd Line

This is a varied, hands-on position combining office-based technical support with visits to client sites. You will troubleshoot day-to-day IT problems, install and configure equipment, support users and work alongside other members of our technical team to resolve more complex issues., * Provide first and second-line technical support to business users.

• Diagnose and resolve Windows desktop and laptop hardware and software issues.
• Troubleshoot Microsoft 365 applications, including Outlook.
• Install, configure and troubleshoot PCs, laptops and peripherals.
• Diagnose hardware faults and carry out basic upgrades and repairs, including replacing RAM, SSDs and hard drives.
• Install and troubleshoot local and network printers.
• Troubleshoot wired and wireless network connectivity.
• Work with switches, wireless access points, routers and other network equipment.
• Troubleshoot basic TCP/IP, DHCP and DNS-related issues.
• Assist with Microsoft 365 and Active Directory user administration.
• Attend client sites to diagnose problems, install equipment and carry out IT work.
• Communicate clearly and professionally with clients and keep them updated while issues are being investigated.
• Accurately document support requests, troubleshooting and work completed.
• Work closely with other members of the technical team and escalate issues appropriately when required., * Please briefly describe your current or most recent IT support role, including how long you worked there and the types of technical issues you personally handled.
• A Windows desktop PC will not boot. Please briefly explain the checks you would carry out before escalating the issue.
• A user is connected to the office Wi-Fi but cannot access the internet. Other users are working normally. Please briefly explain what you would check.
• Do you currently hold a full UK driving licence and have reliable access to a car that you can use for client-site visits?
• This role involves regular travel to client sites across London and surrounding areas, with occasional longer-distance journeys. Are you comfortable driving to client sites and carrying out hands-on IT work onsite?
• This is a full-time office and field-based position at City Road, near Angel, London. It is not a remote role. Are you able to work from this location Monday to Friday when not attending client sites?
• Why are you interested in this particular position, and what are you looking for from your next IT role?
• Do you have any hands-on experience with network/data cabling? If yes, please briefly describe what you have done (for example, running or terminating Ethernet cables, patch panels, RJ45 connectors, network cabinets or testing cables).

We are looking for someone with practical IT support experience, good technical foundations and strong customer-service skills. You do not need to know everything, but you should be comfortable working with computers and basic network infrastructure and be able to approach problems logically., * Previous hands-on experience in an IT support, desktop support, field support or similar technical position.

• Good working knowledge of Windows 10/11 desktops and laptops.
• Ability to diagnose common hardware and software problems.
• Familiarity with PC hardware and confidence carrying out basic upgrades and component replacement.
• Basic understanding of TCP/IP networking, IP addressing, DHCP and DNS.
• Understanding of switches, Ethernet, Wi-Fi and basic network troubleshooting.
• Experience installing and troubleshooting printers and peripherals.
• Familiarity with Microsoft 365 applications.
• Logical and methodical troubleshooting skills.
• Good spoken and written communication skills.
• Professional and comfortable dealing directly with business clients.
• Ability to work effectively as part of a technical support team.
• Full UK driving licence and reliable access to a car for client-site visits.

Desirable

• Previous experience working for an MSP or supporting multiple business environments.
• Microsoft 365 administration.
• Active Directory / Entra ID experience.
• Microsoft Intune experience.
• Experience supporting VPNs and basic network/firewall environments.
• CompTIA A+, Network+, CCNA or Microsoft certifications.

Location and travel

The position is based at our office on City Road, near Angel, London.

This is an office and field-based role and cannot be performed remotely. When not attending client sites, you will normally work from our London office.

Client visits form an important part of the position and may involve travel across London and surrounding areas, with occasional longer-distance journeys.

Applicants must therefore hold a full UK driving licence and have reliable access to a car.

What we’re looking for

Technical knowledge is important, but so is your approach.

We are looking for someone who is reliable, professional, willing to learn and comfortable working as part of a team. You should be able to communicate well with non-technical users, investigate problems logically and recognise when an issue needs to be escalated.

KSTEC is an IT support and managed services company providing IT support, Microsoft 365, networking, cloud and infrastructure services to businesses across London and surrounding areas.