Act as a senior escalation point for complex IT support issues related to hardware, software, networking, and cloud services
Provide advanced support and administration of Microsoft Office 365 (Exchange Online, Teams, SharePoint, OneDrive)
Manage Microsoft Intune for endpoint and mobile device management, including compliance policies, app deployment, and Windows Autopilot
Support the setup, configuration, and maintenance of laptops, desktops, printers, and peripherals
Collaborate with other IT teams on infrastructure changes, software rollouts, and system upgrades
Monitor systems and respond proactively to alerts and outages to maintain uptime and performance
Assist junior IT support staff with troubleshooting, technical guidance, and hands-on training
Maintain and update technical documentation, procedures, and user guides
Ensure adherence to IT policies, security standards, and data protection regulations
Perform additional duties as required for the role

Minimum 4 years of experience in IT support or similar technical role
Proficient in Microsoft Office 365 administration (Teams, Exchange Online, SharePoint, OneDrive)
Hands-on experience with Microsoft Intune for device management and security compliance
Strong knowledge of Windows and macOS operating systems, desktop management, and troubleshooting
Understanding of networking principles and protocols (TCP/IP, DNS, DHCP, VPN)
Experience working with helpdesk/ticketing systems (e.g., ServiceNow, Jira, Zendesk)
Excellent communication and interpersonal skills
Strong organizational skills and ability to manage multiple tasks effectively
Experience mentoring or training junior staff is a plus
Relevant IT certifications (e.g., Microsoft 365, CompTIA, Cisco) are highly desirable

Senior IT Support Engineer

Key skills