Senior Technical Support Engineer

Salary: £32k - £38k per annum DOE

Hours: 40 Hours Per Week | Monday to Friday | 08:30-17:30

Annual Leave: 25 Days excluding Public Holidays

Reporting To: IT Manager

Location: London, Islington, N5 (Head Office)

Company Introduction: Peoples Place Community Partnerships (PPCP) works with not-for-profits, voluntary and community organisations, and social enterprises, empowering them and the beneficiaries they serve with sustainable tech solutions. PPCP runs 21st Century Skills (21CS), an innovative community-based, tech-driven, employability programme designed to help transform the lives of young people wanting to springboard into careers in the IT and digital industries.

Role Description: The Senior Support Engineer will be part of a small but dedicated team of industry practitioners and will support the growth of our services by developing new B2B partnerships and opportunities. Reporting to the IT Manager, the Senior Support Engineer will deliver IT support services to our mainly charitable and social enterprise customer base. PPCP’s customers are primarily cloud-native, heavily leveraging Microsoft 365 services including Entra ID, Intune, Exchange, SharePoint, OneDrive, and Teams.

The successful candidate will be responsible for providing a high-quality level of 1st through 3rd Line Technical Support, including troubleshooting, logging support tickets via ConnectWise PSA, and keeping customers informed throughout the lifecycle of the ticket. They will also troubleshoot product-related issues using available resources and reproduce bugs within products. There will be ongoing involvement in project work including new customer onboarding, infrastructure migration, and development of new services and technologies, plus expenses paid company travel within the UK.

Main Purpose of the job:

• To help maintain the services and devices for our customers.
• To support users of IT services across our customers.
• To support IT users through the Service Desk system.
• To be a supportive member of the Service Desk team.

Key Responsibilities:

• Provide expert-level IT support for hardware, software, and networking issues.
• Act as an escalation point for complex technical problems, ensuring timely resolution.
• Plan, implement, and manage IT infrastructure projects, including upgrades, migrations, and new installations.
• Monitor and maintain the organisation's IT systems, ensuring optimal performance and security.
• Collaborate with customers to identify and address IT needs.
• Document technical solutions, create knowledge base articles, and improve IT support processes.
• Mentor and guide junior IT staff, fostering professional development and knowledge sharing.
• Stay updated on the latest industry trends, technologies, and best practices.
• Provide an excellent standard of customer service.
• Look after the housekeeping routines on customer systems, including monitoring and maintaining customer cloud-based backups.
• Perform administrative duties to meet operational objectives.
• Perform miscellaneous job-related duties as assigned by the IT Manager.
• Provide assistance and support to colleagues in IT related matters.
• Record accurately information about network changes and/or problems reported.

What we are Looking for:

• Proven experience in IT support, with at least 3 years in a senior or similar role.
• Quick learner, detail-oriented; demonstrable thoroughness and strong ownership of work.
• Strong knowledge of operating systems (primarily Windows, but also macOS and Linux).
• Excellent troubleshooting and diagnostic skills.
• Proficiency in managing enterprise tools such as Entra ID, Microsoft/Office 365, Intune.
• Experience with Microsoft SharePoint Online/OneDrive.
• Experience with Microsoft Exchange Online.
• Experience with Microsoft Intune and app deployment, and MDM enrolled devices.
• Ability to script/troubleshoot in PowerShell.
• Strong understanding of cybersecurity principles and practices.
• Ability to work independently, manage priorities, and meet deadlines in a dynamic environment.
• Demonstrable experience of industry standard helpdesk software (ConnectWise preferable).
• Strong understanding of standard enterprise applications: Microsoft 365, including Outlook Web Access.
• Strong knowledge of networking, including wired and wireless network principles and troubleshooting, and IPv4.
• Excellent written and verbal communications skills as well as strong customer service experience.

Any offer of employment will be subject to a satisfactory enhanced DBS check. The post holder may be required to perform duties other than those given in the job description for the post. The particular duties and responsibilities attached to posts may vary from time to time without changing the general character of the duties or the level of responsibility entailed.

Skills that will help:

• Former experience with an MSP.
• Professional certifications such as CompTIA A+, Microsoft Certified Solutions Associate (MCSA), or equivalent (preferred).
• Proficiency in use of Adobe Creative Cloud suite of apps (especially Adobe Photoshop).
• Knowledge of 3CX.
• Knowledge of CCTV systems (Axis/Axis Camera Station and Hikvision preferred).
• Knowledge of Paxton Net2.
• Knowledge of WordPress.
• Knowledge of Power Automate.
• Knowledge of Exclaimer.
• ITIL Foundation Certified.

Qualifications:

• Technical Support and Troubleshooting skills.
• Analytical Skills.
• Customer Support and Customer Service skills.
• Experience in handling complex technical issues.
• Strong problem-solving abilities.
• Excellent communication and interpersonal skills.
• Bachelor's degree in Computer Science, Information Technology, or related field.

UNIQUE FEATURES OF THE POST:

• B2B client site visits.
• Cycle to work scheme.
• Company gadgets – laptop, mobile phone, and Bluetooth headset.
• Access to online self-paced training through Pluralsight.
• Expenses paid company travel within the UK.
• Opportunity to provide online training for 21CS students; paid on an hourly rate as overtime.

Good conduct and sound judgment are essential to achieving our long-term success. It is vital that all employees understand the organisation's expected standards of conduct and our approach to managing conduct risk. Our Code of Conduct is built on the principles of individual accountability and a strong ownership mindset, which are key to effectively managing risk.

As an equal opportunities employer, we are committed to ensuring that all applicants are treated fairly, without discrimination based on sex, gender identity or reassignment, marital or civil partnership status, race, religion or belief, nationality, ethnicity, age, sexual orientation, pregnancy, maternity, socio-economic background, responsibility for dependants, or physical or mental disability. Peoples Place Community Partnerships evaluates candidates for interview based solely on their skills, qualifications, and experience. We are dedicated to creating an accessible recruitment process for all candidates and encourage individuals to inform us of any required adjustments to ensure a fair and inclusive experience.