IT Support Technician - 2nd Line, Windows, AD, SCC

Job Type:
Job Sector:
London EC1
£28,000 to £30,000 per annum
Salary Description:
£28000 - £30000 Per Annum
Additional Resources
Job Ref:

IT Support Technician - 2nd Line, Windows, AD, SCCM, Citrix - National Charity - London EC1

£28,000pa + £2,800 London Weighting, benefits - 18-month fixed term contract

We currently have an urgent vacancy for an IT Support Technician on behalf of a National Charity based in the London EC1. Working as part of the service desk team, you will be responsible for providing 2nd line desk side technical support to internal customers, usually within the Greater London area. The charity has circa 1200 staff nationally and the service desk operates within an ITIL structured environment.

We are looking for an individual who has prior experience of 2nd line and desk side technical support (occasional 1st line cover) resolving / escalating incidents and service requests in line with Service and Operational Level Agreements in an ITIL framework environment. We need someone who is able to offer:

- Solid Service Desk, 2nd line, Desk Side experience within a Microsoft Windows environment
- Supporting Windows 7, 8.1 and 10 including related desktop PC and laptop hardware
- Supporting printers, meeting room equipment and other peripherals
- Supporting standard software incl. MS Office, Internet browsers, Skype for Business
- Supporting LAN and WAN technologies and use of diagnostic tools / processes
- Remote support for end users with a range of tools
- Experience with Active Directory, user account and group management
- Experience in deploying gold standard operating system images (SCCM task sequence)
- Experience in supporting Virtual Desktop technology with end users (Citrix VDI, XenApp & XenDesktop)
- Experience with use of Service Desk case management application(s)
- Experience of working within a charitable (3rd sector) or government organisation
- Desktop and browser security components: including site security certificates, firewalls and anti-virus
- IT Service Desk (ITSM) case logging applications (Track-IT) and prior work experience within an ITIL environment preferred

You will have solid interpersonal and customer service skills in addition to excellent communications skills, both verbally and written, able to sift detail for key customer-relevant information and communicate complex and / or technical information simply and effectively. You must be able to manage your own and manage conflicting priorities to meet the needs of the organisation, in a fast-paced environment.

There may be occasional national travel as required, with the possibility of overnight stays on some occasions where needed. Due to the nature of the role you may, on occasion, be required to work unsocial hours to carry out activities related to essential maintenance, change control or maintenance. The right candidates must have the ability to take ownership of issues and see them through to resolution while providing excellent service.

Due to the nature of the charity you must be able to pass DBS police checks or have already obtained security clearance previously.

Whilst we attempt to respond to all candidates within 3 days, if you haven't heard from us within this period please conclude that your application has been unsuccessful.

Important Information: We endeavour to process your personal data in a fair and transparent manner. In applying for this role, Additional Resources will be acting in your best interest and may contact you in relation to the role, either by email, phone or text message. For more information see

Contact Details:
Additional Resources
Tel: 0845 450 6635
Contact: Luke

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