Job Board

Even if nothing takes your
fancy, we’re always keen
to hear from talented
people who get what we
do, why we do it and want
to work with us.

If this sounds like you, you
can tell us a bit about
yourself and send us your
CV here.

IT Support Technician

Job Ref:

FF-JD-002

Reporting to:

Director

Job Type:

Full-time (37.5 hrs/wk)

Hours:

0930-1800

Location:

Hoxton, London

Salary:

30,000 – 34,000 GBP per annum dependent on experience

The Role:

We are hiring an IT Support Technician to join our service desk in London. You will be the first point of contact for clients when something is not working, and the technician who turns up at their office to put it right when it cannot be fixed remotely.

The role blends helpdesk, field engineering and project delivery. You will spend most of your time solving everyday end-user issues, but you will also be hands-on when required for new deployments, migrations and the kind of work that broadens your skill set quickly.

Day-to-Day Responsibilities:

 Service Desk (1st & 2nd Line)
  • Act as the first point of contact for clients raising tickets via phone and email.
  • Provide 1st and 2nd line technical support across Windows, macOS, Microsoft 365, Google Workspace, networking and a broad range of business applications.
  • Triage incoming requests, set realistic expectations with clients, and resolve issues at first touch wherever possible.
  • Document every interaction clearly in our PSA (HaloPSA): the issue, what was tried, what worked, and what is outstanding.
  • Escalate complex or out-of-scope issues to senior engineers with the right context, so they can pick up without having to start from scratch.
  • Help keep the service desk humming, share what you learn, write up reusable knowledge base articles, and look out for patterns that suggest a deeper problem.
Field Engineering
  • Visit client sites across London to deliver hands-on support, deploy hardware, and resolve issues that need someone physically present.
  • Install, configure and maintain end-user equipment (Windows PCs, Macs, monitors, peripherals, printers), network gear (switches, access points, firewalls), and AV / meeting room kit.
  • Make sure every site you leave is in a better state than you found it, cabling tidy: documentation up to date, and the client confident in what has been done.
Project Delivery
  • Support the planning and delivery of IT projects: tenant migrations, network upgrades, office moves, hardware refreshes, security tooling rollouts.
  • Work alongside the Lead Systems Administrator and senior engineers to design, configure and deploy solutions that are properly documented and handed over cleanly.
  • Take ownership of discrete project tasks, keep stakeholders updated on progress, and flag risks early.
Documentation & Knowledge Sharing
  • Maintain accurate client documentation, including network diagrams, asset inventories, configurations and procedural runbooks.
  • Contribute to our internal knowledge base so the next person to hit the same issue can resolve it faster.
  • Help mentor junior team members as the team grows.

Required Experience:

  • Minimum 3 years’ experience in a 1st / 2nd line technical support role, ideally within an MSP or multi-client environment.

  • Demonstrable troubleshooting skills across Windows 11 and macOS desktop environments.
  • Hands-on administration experience with Microsoft 365 and / or Google Workspace: user and licence management, Exchange Online, SharePoint / OneDrive, Teams.
  • Working knowledge of identity platforms Microsoft Entra ID (Azure AD) and on-premises Active Directory.
  • Solid grasp of networking fundamentals: TCP / IP, DNS, DHCP, VLANs, Wi-Fi, VPNs.
  • Confident communicator in English, both written and verbal.
  • Ability to travel within London you will need to attend clients sites from time to time.

Preferred Experience:

  • Configuring and supporting Synology NAS appliances (DSM, shared folders, Hyper Backup).
  • Network infrastructure with FortiGate firewalls and Ubiquiti UniFi switches and access points.
  • Familiarity with PSA and RMM tooling HaloPSA and N-able N-sight in particular.
  • Email security platforms and DNS-based authentication (SPF, DKIM, DMARC).
  • Endpoint security tooling such as SentinelOne, Microsoft Defender for Business.
  • Documentation tools such as Hudu, IT Glue or equivalent.
  • Scripting in PowerShell and / or basic Bash for repeatable tasks.
  • Vendor certifications: Microsoft (MS-900, MD-102), Apple (ACSP), CompTIA (A+, Network+).

About You:

We care just as much about how you work as what you know. The right person for this role is:

  • Customer-Focused: genuinely enjoys helping people. Can explain technical concepts calmly and clearly to clients of any technical level from a user who can barely find their email to a CAD lead who knows their workstation inside out.
  • Presentable & Professional: comfortable representing the company at a clients office. Smart-casual, considered, well-spoken articulate.
  • Diligent & Detail-Oriented: naturally thorough. Reads the ticket properly, checks their work, writes clean notes, and does not close a ticket until the issue is genuinely resolved.
  • Eager to Learn: curious about technology, willing to try things, and patient enough to read documentation properly you should be the kind of person who enjoys that.
  • Collaborative: a genuine team player. Asks for help when stuck, offers help when others are, and contributes to making the team better than they found it.
  • AEC Sector Experience (Bonus): previous experience supporting architecture, engineering or design studios; Vectorworks, Revit, AutoCAD, Adobe Creative Cloud, large file or is a real plus.

Location & Working Pattern:

  • Office based in London, Hoxton
  • Working hours: 09:30 – 18:00, Monday to Friday
  • Some flexibility required for site visits, project work and occasional out-of-hours change windows
  • Dress code: smart-casual

Salary & Benefits:

  • Salary: £32,000 – £34,000 per annum
  • Cycle to work
  • Salary Sacrifice Pension Scheme

Work Eligibility:

Fourth Floor Solutions is an Equal Opportunity Employer. We are an inclusive organisation and actively promote equality of opportunity for all. There shall be no discrimination on the basis of age, disability, sex, race, religion or belief, gender reassignment, marriage/civil partnership, pregnancy/maternity, or sexual orientation.

Applicants must have the existing and ongoing right to work in the UK without restrictions as sponsorship for visas is not provided.

How to Apply

Please apply by submitting your CV along with a tailored supporting statement outlining your suitability with specifics relating to the requirements of the role and your experience to careers@fourthfloor.solutions.