Global Technical Support Engineer in Basingstoke

A fantastic opportunity for a Global Technical Support Engineer to support and improve high-profile, mission-critical IT systems across multiple international locations. This is a hands-on technical role involving deep system knowledge, advanced troubleshooting, security, continuous improvement, and mentoring junior engineers - all within a fast-paced global environment.

Key Responsibilities

• Provide 2nd- and 3rd-line support for global IT systems and applications.
• Maintain a comprehensive understanding of the full IT environment and guide stakeholders across the entire service landscape.
• Drive root-cause analysis and implement long-term corrective and preventative solutions.
• Manage and optimise Windows Server environments (physical/virtual), AD, backups, patching, and PKI services.
• Ensure adherence to compliance requirements (ICAO, eIDAS, ISO27001) and promote industry best practices.
• Plan, test, document, approve, and review all changes with appropriate rollback and mitigation plans.
• Automate operational tasks and improve system efficiency through scripting.
• Support disaster recovery and failover testing activities.

Collaboration & Documentation

• Work with internal teams and external suppliers to support global technical operations.
• Maintain high-quality technical documentation, runbooks, and knowledge-base articles.
• Mentor junior engineers and encourage adoption of best-practice standards.

Qualifications & Experience

• Higher education in IT or related field, or 5+ additional years of experience in lieu of a degree.
• 3+ years of hands-on Windows enterprise support and operations experience.
• Experience with change management processes, Microsoft SQL (backups, tuning, general support), customer and supplier support.
• Desirable experience: Network devices (VLANs, routing), Hyper-V and data centre operations, PKI systems (Microsoft CA).

Focus Areas

• Windows Domain Administration - Windows Server 2016+, AD, DNS, GPO, Hyper-V, Failover Clustering, WSUS patching, physical/virtual machine setup.
• Application Lifecycle - Managing and supporting application updates, upgrades, and enhancements in collaboration with development teams.
• PKI & Certificate Authority Operations - Certificate generation and management, CA operations, and PKI administration.

Certifications (Preferred)

• Microsoft technical certifications.
• Other relevant IT certifications.

Skills & Competencies

• Fluent English (French is an advantage).
• Excellent troubleshooting, analytical, and documentation skills.
• Ability to read and interpret technical standards, schematics, wiring diagrams, and system documentation.
• Strong communication and customer-facing capability.
• Proficient with Microsoft Office (Word, Excel, Visio).
• Familiar with ITIL-based incident and change management tools.
• Energetic, goal-oriented, highly professional, and comfortable in fast-paced environments.
• Able to challenge ideas calmly, consider alternatives, anticipate risks, and suggest improvements.
• Flexible with working hours, on-call duties, and travel.

Work Environment & Expectations

• Office-based role with occasional data-centre exposure (ear protection provided).
• Participate in an on-call support rotation (allowance included).
• Follow ITIL best practices and comply with all quality, safety, and security standards.
• Use and maintain tools for remote support, asset management, and service management.
• International travel up to 60% for system implementations, training, and support - valid passport and visas required.
• Must be eligible to work in the EU and internationally; national-level security clearance eligibility is beneficial.