Senior IT Support Engineer

The Senior IT Support Engineer is responsible for delivering high-quality technical support and ensuring the stability and efficiency of IT operations across the UK offices. This role serves as the senior escalation point for local IT issues, providing expert troubleshooting across hardware, software, networking, and Microsoft 365 environments. It involves hands-on support for end users, meeting rooms, and on-site equipment, ensuring a consistent and professional IT experience across all UK locations. Success in this position means maintaining strong user satisfaction, resolving complex technical incidents efficiently, and proactively identifying opportunities to improve reliability, performance, and support processes. The Senior IT Support Engineer will also act as a key link between local users and the global IT team, ensuring that global standards, policies, and procedures are consistently applied at the regional level.

KEY TASKS & RESPONSIBILITIES

• Act as the senior technical escalation point for IT support issues across all UK offices, ensuring timely and professional resolution.
• Provide hands-on support for end-user hardware, software, and peripherals including laptops, docking stations, printers, and mobile devices.
• Manage and maintain meeting room and video conferencing setups (Microsoft Teams Rooms, etc.) to ensure reliability and performance.
• Support new starter onboarding and leaver processes, including device preparation, account setup, and access removal.
• Liaise with the global IT team to implement company-wide standards, security policies, and configuration baselines.
• Ensure adherence to ISO 27001, GDPR, and internal IT compliance requirements across local systems and user practices.
• Maintain accurate IT asset records, ensuring hardware lifecycle management, stock control, and vendor coordination for repairs or replacements.
• Manage local user permissions and group memberships through Active Directory and Azure AD.
• Coordinate and support IT audits, patching activities, and endpoint security compliance checks.
• Document procedures, troubleshooting steps, and known issues to enhance local knowledge sharing.
• Provide guidance and mentorship to local IT support staff and act as a subject-matter expert for complex or recurring issues.
• Participate in global IT meetings and report regularly on local issues, improvements, and project progress.
• Deliver a professional, user-centric service that maintains a high level of customer satisfaction.
• Experience in supporting and administering SharePoint Online within Microsoft 365 environments, including site management, permissions, document libraries, and user access.
• Skilled in troubleshooting SharePoint issues, supporting migrations, and delivering effective end-user support to enhance collaboration and productivity.

Qualifications

• Recognised IT qualification or equivalent professional experience (CompTIA A+, Network+, Microsoft 365 Certified: Modern Desktop Administrator).
• Minimum 5 years of experience in IT support or a similar technical role, including experience supporting end users in a business environment.
• Strong knowledge of Windows 10/11, Microsoft 365, and Active Directory user management.
• Proven ability to diagnose and resolve complex technical issues efficiently and independently.
• Understanding of security best practices, including data protection and endpoint management.
• Excellent communication skills with the ability to interact confidently with stakeholders at all levels.
• Strong organisational skills and attention to detail, with the ability to prioritise effectively under pressure.

Additional Qualification

• ITIL Foundation certification or equivalent understanding of IT service management principles.
• Experience with Intune or other endpoint management systems.
• Familiarity with ISO 27001 compliance and GDPR requirements.
• Experience with Matrix42, ServiceNow, or similar ITSM platforms.
• Vendor management or procurement experience for IT equipment and services.

Functional skills

• In-depth knowledge of Windows 10/11 configuration, troubleshooting, and deployment.
• Administration and support of Outlook, Teams, OneDrive, and SharePoint.
• User, group, and permissions management (on-premises and cloud).
• Experience with Intune or similar tools for policy, compliance, and updates.
• Diagnosis and resolution of issues related to laptops, docks, printers, and peripherals.
• Understanding of ISO 27001, GDPR, and general IT security practices.
• Experience with ticketing systems and ITIL principles.
• Documentation & Knowledge Sharing.

Additional Information

• Health and wellbeing support, including shopping discounts.
• Recommend a friend initiative.
• Increase in holiday entitlement with service.
• Sick Pay.
• Pension Scheme.
• 25 days holiday plus bank holidays.
• Enhanced paternity/maternity pay.
• Flex Abroad Program.
• Extensive onboarding.
• Team-oriented work culture.
• Career and development.
• Modern work culture.
• Health and wellbeing.
• Death in service.