End User Support Specialist

6 days ago

London Area, United Kingdom Fulcrum Digital Inc Full time

Job Summary:

We are seeking a detail-oriented and customer-focused
End User Support Specialist
to join our IT team. This is a
contract-to-hire
position responsible for providing technical support to internal users, primarily through
ServiceNow
ticketing, and hands-on troubleshooting of laptops, Windows OS, and common enterprise applications including
Office 365
.

Key Responsibilities:

  • Provide Tier 1 and Tier 2 technical support for end users via ServiceNow ticketing system.
  • Troubleshoot and resolve issues related to:
  • Laptops/desktops (hardware & software)
  • Windows OS
  • Office 365 (Outlook, Word, Excel, Teams, etc.)
  • Password resets and account unlocks (Active Directory or equivalent)
  • Assist with new user setups, equipment provisioning, and basic network connectivity issues.
  • Escalate unresolved issues to appropriate teams while ensuring clear documentation.
  • Follow IT policies and procedures, including asset management and support documentation.

Required Skills & Qualifications:

  • 1–3 years of experience in an end user support or helpdesk role.
  • Hands-on experience with
    Windows 10/11
    ,
    O365
    , and common hardware troubleshooting.
  • Familiarity with
    ServiceNow
    or similar ITSM/ticketing platforms.
  • Strong communication and customer service skills.
  • Ability to work independently and manage multiple priorities.

Preferred Qualifications:

  • Experience with Active Directory for user account management.
  • Basic knowledge of networking (Wi-Fi, VPN, printers).
  • IT certifications (e.g., CompTIA A+, Microsoft 365 Certified) are a plus.

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