Specialist, IT Support

CompanyConsilio LLC

LocationLondon, England, United Kingdom

Posted At2/16/2026

UK Visa Sponsorship Analytics

Occupation Type

IT user support technicians

Occupation Code Skill LevelMedium Skilled

Sponsorship Salary Threshold

£41,700 (£21.38 per hour)

Standard minimum applies

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Description

The L1 Support Engineer serves as the first point of contact for users seeking technical assistance. They provide basic Aurora troubleshooting, resolving routine issues and escalating complex problems to other support teams.

This is a hybrid role based in our London office.

Responsibilities

Respond to Help Desk (Service Desk and SNOW) tickets, calls, and chatbot in a timely manner
Diagnose and resolve common IT problems using established procedures and knowledge base articles
Perform initial troubleshooting for:

Hardware issues, software applications, operating system errors, and network connectivity problems and escalate appropriately

Guide users through step-by-step solutions and provide basic training on various IT systems and applications
Monitor IT infrastructure, including servers, networks, and applications, using monitoring tools to detect and address potential issues proactively
Maintain clear and thorough records of troubleshooting steps, resolutions, and system configurations within the ticketing system and knowledge base
Demonstrate a basic understanding of SaaS (Software as a Service) concepts

Create, modify, and deactivate user accounts in SaaS platforms like Office 365, ServiceNow, etc

Manage user permissions and access rights to different SaaS applications and resources

Responding to and resolving common user issues related to SaaS applications, such as login problems, application errors, or basic feature usage questions

Providing initial support for Office 365 services (Email, OneDrive, Teams, SharePoint), including basic configuration and troubleshooting

Escalate complex or unresolved issues to appropriate L2 or L3 support teams following established procedures

Assist with regularly scheduled maintenance activities and smoke testing as needed for other activities

Follow standard operating procedures and escalation paths

Provide excellent customer service and communication

Participate in regular standup meetings and update on issue status

Qualifications

1+ years of experience in a helpdesk or IT support role
Familiarity with ticketing systems such as ServiceNow, Service Desk
Exposure to Kubernetes, Docker, and Grafana in a support or learning environment

Basic understanding of SaaS concepts and platforms

Strong communication and customer service skills

Ability to work independently and collaboratively

A+ or similar certification is a plus

Consilio, LLC is an EEO/Affirmative Action Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other legally protected status.