User Support Engineer
London, LND, GB
Position Summary
We are seeking a proactive and technically skilled User Support Engineer to join our Technology team. This role is ideal for someone who enjoys solving complex technical issues, supporting end users, and acting as a key escalation point within a structured support environment.
As a senior member of the User Support function, you will provide advanced troubleshooting across Microsoft 365, Azure services, endpoints, and core workplace technologies. While this role does not involve system or network configuration, it requires strong diagnostic capability, thorough investigation skills, and the ability to prepare clear, structured escalations for Level 3 engineering teams.
You will also play an important role in mentoring junior colleagues and contributing to continuous service improvement initiatives.
Key Accountabilities
Advanced Support & Escalation Management
- Act as the primary escalation point for complex incidents and service requests (Level 1–2.5 support).
- Perform detailed pre-diagnostic analysis across Azure, Microsoft 365, endpoint devices, authentication systems, and networking components.
- Collect and analyse logs, alerts, and error codes to identify root cause indicators.
- Prepare clear, structured, and well-documented escalations for Level 3 engineers.
- Ensure timely resolution of high-priority and business-critical incidents.
End-User Technical Support & Device Management
- Provide hands-on support for desktops, laptops, mobile devices, printers, and collaboration tools.
- Configure, build, and deploy laptops using SmartDeploy and Microsoft Intune within a hybrid Azure AD / on-premises domain environment.
- Support device provisioning, imaging, hybrid domain join processes, and endpoint compliance validation.
- Troubleshoot user access issues, MFA challenges, conditional access failures, and security-related alerts.
- Diagnose network connectivity issues using approved diagnostic tools (e.g., ping, traceroute, DNS checks, log reviews).
- Support onboarding and offboarding processes, including user account provisioning and access validation.
- Assist users with business applications and productivity tools to ensure minimal disruption.
Cloud & Systems Monitoring
- Review dashboards, compliance reports, and health indicators within Azure AD, Intune, and Microsoft 365 (within authorised access levels).
- Validate device compliance, patching status, and endpoint security posture.
- Monitor recurring alerts and identify trends that may indicate wider system issues.
- Collaborate with infrastructure and cloud teams to assist with incident investigations.
Accountabilities
Service Improvement & Documentation
- Create and maintain knowledge base articles, troubleshooting guides, and user documentation.
- Identify recurring issues and recommend process improvements or automation opportunities.
- Contribute to service review meetings with insights on trends and user experience improvements.
- Support continuous improvement initiatives aligned with ITIL best practices.
- Assist in testing new tools, updates, or platform enhancements before wider rollout.
Mentorship & Team Collaboration
- Provide day-to-day mentoring and technical guidance to junior support engineers.
- Share knowledge and promote best practices within the team.
- Contribute to team training sessions and internal knowledge-sharing workshops.
- Promote a customer-focused, solution-driven support culture.
Experience and Qualifications
- 4–6+ years’ experience in IT User Support, Service Desk, or End-User Computing roles within an enterprise environment.
- Strong technical knowledge of Windows OS, Microsoft 365, Azure AD, Intune, and workplace productivity tools.
- Experience configuring and deploying devices using SmartDeploy and Intune in hybrid domain environments.
- Solid understanding of networking fundamentals (DNS, DHCP, VLANs, routing basics).
- Familiarity with next-generation firewall concepts and log interpretation (e.g., Fortinet, Palo Alto, Sophos).
- Strong analytical and troubleshooting skills within defined access boundaries.
- Excellent communication skills with the ability to explain technical concepts clearly to non-technical users.
- Strong documentation skills and attention to detail.
- Experience mentoring or supporting junior team members is desirable.
The workplace
Since 1932, we’ve been who people turn to in tough times. That’s a huge responsibility. It’s also a
huge opportunity. McLarens is a premier independent loss adjusting and forensic technical services
firm, with a global network that delivers consistently excellent service supported by deep local
expertise.
Our work spans industries and the globe. From disaster relief to aviation, engineering to natural
resources, our people get everything they need to impact lives on a global scale. We take our
development seriously and offer careers that empower our people to strive for bigger goals and
reach new heights. And we’ve got the expertise to help them get there: our Loss Adjusters boast an
average of over 20 years' experience.
We’re building a culture where talent shines. Where ambition is everything. And people come first.
It's your career, so why compromise?
What Drives Us:
At McLarens, our commitments shape every experience- for our clients, our people, and the
communities we serve.
• Purpose: Positively impacting people and communities across the globe.
• Progress: Excellence, expertise, and growth opportunities.
• Place: Our culture of empowerment, support and belonging.
The Benefits:
Our people live by a shared set of values: Excellence, Teamwork, Respect, Knowledge, Thought
Leadership, and Accountability. Together, they contribute to an inclusive culture that will help you
thrive.
Here’s what else we offer:
• Compensation: Competitive salary and performance-related incentives.
• Development: Access to technical training, global knowledge-sharing, and career growth
opportunities.
• Wellbeing & Flexibility: Support to balance professional and personal life (e.g., hybrid work,
flexible schedule where applicable).
• Global Exposure: Opportunity to work with colleagues and clients across different countries.
• Inclusive Culture: A collaborative environment where your voice and contribution are valued.
Individual progress, global purpose. It’s all here at McLarens.
Our Company is an equal employment opportunity employer. The Company’s policy is not to discriminate against any applicant or employee based on race, color, sex, sexual orientation, gender identity, genetic information, religion, national origin, age, disability, veteran status, or any other basis protected by applicable federal, state, or local laws. The Company also prohibits harassment of applicants or employees based on any of these protected categories.