Senior IT Support Engineer

Role Overview

• Provide advanced end-to-end IT support across deskside, telephone, and remote channels, acting as an escalation point for complex technical issues.
• Own and drive the IT support queue, ensuring effective prioritisation, SLA adherence, and continuous service improvement.
• Lead and optimise Joiner–Mover–Leaver (JML) processes, ensuring seamless onboarding/offboarding experiences and strong access governance.
• Administer, secure, and continuously improve Microsoft 365 services, including Entra ID, Exchange, SharePoint, Teams, Intune, Autopilot, Licensing, and Privileged Identity Management (PIM).
• Manage and support a diverse hardware estate (Windows, macOS, mobile devices, and AV/meeting room technologies), including standardisation and lifecycle strategy.
• Oversee IT asset management processes, ensuring accurate tracking, compliance, and optimisation of asset lifecycle and costs.
• Utilise ITSM platforms to manage incidents, problems, and service requests, while driving high-quality documentation, root cause analysis, and knowledge sharing.
• Identify and implement service improvements through automation, AI adoption, and process optimisation to enhance efficiency and user experience.
• Collaborate cross-functionally with infrastructure, security, and business teams to support projects, change initiatives, and technology rollouts.
• Operate effectively in a fast-paced environment, demonstrating leadership, clear communication, and a strong customer-centric mindset.
• Champion security, risk, and compliance best practices, ensuring robust controls across access management, endpoint security, and data handling.
• Mentor junior team members and contribute to building a high-performing, knowledge-driven IT support function

Requirements

• Extensive hands-on experience delivering advanced desktop support across on-site and remote environments, including acting as an escalation point for complex issues.
• Proven expertise in administering and supporting Microsoft 365 enterprise environments, with a strong focus on security, identity, and service optimisation.
• Deep understanding of ITSM frameworks (e.g., ITIL) and experience driving service delivery excellence, continuous improvement, and process maturity.
• Strong analytical and problem-solving skills, with the ability to manage and prioritise complex workloads while maintaining high service standards.
• Highly customer-focused, with excellent communication and stakeholder management skills, capable of engaging effectively at all levels of the organisation.
• Demonstrated ability to mentor junior engineers and contribute to building a high-performing, collaborative support team.

Tech Stack

• ITSM
• MacOS

Benefits

• Full onboarding support and continued development opportunities
• Options for flexible working
• Regular social activities
• Pension contributions
• Discretionary bonus scheme
• Private health cover
• Life assurance
• Family friendly policies including enhanced Maternity & Paternity leave