Senior IT Support Engineer

Permanent Opportunity. Hours: Full Time, 39.5 hrs per week. Salary: 36K-40K. Location: Huddersfield, Hybrid, Remote (3 days in office).

Role Purpose

As a Senior IT Operations Engineer, you will be a key member of the IT Operations team, providing advanced technical support and acting as the escalation point for complex issues across a hybrid working environment. You will deliver high-quality, professional support to end users, ensuring systems, devices, and services are reliable, secure, and well managed. Beyond day-to-day support, this role requires a proactive and forward-thinking mindset. You will identify opportunities to improve efficiency, increase automation, and modernise operational processes—contributing ideas and improvements that strengthen and evolve the organisation's technology landscape. You will take ownership of modern device management and Microsoft 365 administration, maintain consistent operational standards, and support the ongoing maturity of the IT function. As a senior team member, you will also mentor and guide a junior technician, supporting their development through coaching, shadowing, and knowledge sharing. This role combines senior-level technical ownership with collaboration, process improvement, and continuous service enhancement.

Key Responsibilities

• Senior Support & Escalation
  • Act as the senior escalation point for complex technical issues, owning incidents from triage through to resolution.
  • Lead end-to-end escalations, coordinating with internal teams and third-party suppliers to ensure timely outcomes.
  • Provide mentoring and guidance to junior technicians through coaching, shadowing, and constructive feedback.
  • Support users across multi-site and hybrid environments, adapting communication to different priorities and technical confidence levels.
  • Maintain high-quality incident handling, including clear documentation, accurate ticket notes, and contributions to knowledge articles and runbooks.
  • Balance BAU support, planned work, and small project activities, applying sound judgement to prioritisation and service quality.
• Technical Operations & Platform Support
  • Administer Microsoft 365 services, including Entra ID, Intune, SharePoint, Teams, Defender, and Copilot, covering full user and device life cycle management.
  • Manage device enrolment, configuration, compliance policies, and troubleshooting using Intune, with additional macOS support via Jamf or Iru.
  • Perform hands-on network administration and monitoring, including switching, Wi-Fi, VLANs, TCP/IP, DNS/DHCP, and Meraki environments.
  • Provide senior-level troubleshooting across Windows 10/11, macOS, iOS, and Android platforms.
  • Support Windows Server services within a day-to-day operational context.
  • Assist with project delivery and improvement initiatives such as technology rollouts, infrastructure changes, and process refinement.
• Service Excellence & Documentation
  • Maintain disciplined incident and request handling with accurate records and clear audit trails.
  • Create, update, and maintain SOPs, technical documentation, and process improvements.
  • Ensure consistent service delivery aligned with defined IT processes and standards.
  • Contribute to reducing backlogs, improving resolution times, and enhancing overall user satisfaction.
• Security, Governance & Compliance
  • Apply cybersecurity best practices, including least-privilege access, secure configurations, and effective patch management.
  • Adhere to internal security policies, governance frameworks, and compliance requirements.
  • Ensure all changes to users, devices, and systems meet security and organisational controls.
  • Maintain compliance with ISO 27001:2022, BS 10012:2017, ISO 50001:2018, and ISO 22301:2019 standards.
• Collaboration & Cross-Team Working
  • Work closely with Development, Infrastructure, and Service teams on projects, handovers, and operational activities.
  • Identify inefficiencies and contribute to continuous improvement initiatives.
  • Communicate clearly with stakeholders and end users, managing expectations and providing regular updates.

Essential Technical Experience

• Strong Microsoft 365 administration experience across Entra ID, Intune, SharePoint, Teams, Defender, and Copilot, including user/device life cycle management, compliance policies, and MFA/Conditional Access hygiene.
• Confident device management (MDM/MAM), including enrolment, configuration, and policy troubleshooting in Intune, plus experience supporting macOS via Jamf or Iru.
• Practical networking knowledge, including switching, Wi-Fi, TCP/IP, VLANs, DNS/DHCP, with hands-on Meraki administration and monitoring.
• Broad end-user platform support with strong troubleshooting across Windows 10/11, macOS, iOS, and Android, and familiarity with Windows Server services in a support context.
• Disciplined ticket management with clear documentation and contributions to knowledge bases and runbooks.

Desirable Experience

• PowerShell (or similar) Scripting for safe, reviewed automation within Microsoft 365 and Intune.
• Exposure to identity and access hardening (eg Conditional Access tuning, device compliance design, privileged access workflows).
• Microsoft Teams Rooms and meeting room/AV support.
• ITIL-aligned incident, problem, and change management practices, with contribution to service reporting.

Qualifications (Desirable, Not Essential)

• Microsoft 365 certifications (eg Administrator, Endpoint Administrator).
• Apple Certified Support Professional.
• CompTIA A+, Network+, or security-focused certifications (eg Security+, Microsoft Security Fundamentals).