Senior IT Support Engineer

Role Overview

• Deliver 1st and 2nd line IT support for regional office users across endpoints, SaaS platforms, collaboration tools, and local infrastructure, ensuring high-quality service and SLA alignment.
• Act as the local IT representative, managing walk-ups, deskside support, onboarding/offboarding, office technology, and vendor coordination (e.g., ISPs, AV, facilities).
• Triage, prioritise, and resolve tickets logged via JSM/Jira, Slack, phone, email, and face-to-face, ensuring accurate categorisation, clear documentation, and timely escalation of complex 3rd line issues to cloud or vendor teams.
• Administer and maintain standard operating environments (SOE) including Intune/Jamf policies, OS deployments, software packaging, and change/release management.
• Monitor endpoint and infrastructure performance using dashboards/alerts, escalating issues as needed, and recommending improvements to standards, hardware, and policies.
• Develop and maintain knowledge articles and user guidance to improve first-contact resolution and reduce repeat incidents.
• Implement process improvements and automation (e.g., PowerShell, Bash, workflows) to reduce manual effort and improve service quality.
• Support local infrastructure projects and global initiatives, acting as the onsite lead for deployments, relocations, or upgrades in collaboration with global IT teams.
• Champion IT security best practice in daily support, including secure configuration, identity and access management, and escalation of potential risks.
• Mentor and guide IT Support Engineers, building capability within the team and ensuring adherence to global standards and processes

Requirements

• Proficient in ticketing systems (JSM/Jira) with SLA awareness, escalation discipline, and strong documentation habits.
• Hands-on experience with endpoint & device support (Windows, macOS, mobile, peripherals, docking stations).
• Knowledge of OS & software support, including Microsoft 365, Ubunto, MacOS, Zoom, antivirus, and SaaS apps.
• Strong knowledge of network fundamentals (Wi-Fi, VPN, DNS, DHCP, LAN/WAN) and practical troubleshooting.
• Proficient in MDM tools (Intune, Jamf) for device management, policy enforcement, compliance, and deployment.
• Understanding of identity management (Azure AD, SSO, MFA, Conditional Access, lifecycle provisioning).
• Familiarity with security principles (secure baselines, RBAC, antivirus, firewall, Cloudflare) and escalation practices.
• Competent in monitoring and alerting tools to identify performance issues and trigger incident workflows.
• Exposure to scripting/automation (PowerShell, Bash) to improve efficiency and reduce manual tasks.
• Experience with AV & conferencing support (meeting room technology, remote participant support, escalation to vendors as needed).
• Knowledge of SaaS administration M365 (Exchange, SharePoint, Teams, OneDrive) including permissions and integration troubleshooting.
• Experience with workspace/vendor coordination (local ISP, telco, facilities, hardware lifecycle).

Tech Stack

• Azure
• Cloud
• DNS
• Jamf
• MacOS

Benefits

• Competitive salary structure including company bonus scheme
• Genuinely collaborative and friendly culture
• Flexible and hybrid working
• Remote working option – work from anywhere for up to 6 weeks per year
• Ongoing personal development & learning opportunities
• Paid annual leave and paid sick leave
• 3 paid volunteering days per year & Workplace Giving Program
• Periodic recognition and reward programs for outstanding performance and achievements
• Frequent events and celebrations
• Employee Assistance Program & Wellbeing Initiatives