Job Description
Role Overview
We are seeking an experienced Senior IT Support Engineer with a background in IT support. The successful candidate will provide first-line support and serve as an escalation point within the Service Desk team, providing advanced technical support, mentoring junior colleagues, and ensuring smooth IT operations across the organisation
The role requires deep technical knowledge in Microsoft 365, Azure AD, and Intune, Virtualisation, and SharePoint Admin, alongside strong problem-solving and communication skills
N
ote: This is primarily a user-facing support role with some ad-hoc project involvement
Key Responsibilities
* Provide advanced support for users across desktop, application, and mobile platforms.
* Server Maintenance: build and repair of a Wintel server
* Resolve first line when needed and act as an escalation point for junior team members' complex incidents and service requests, ensuring timely resolution
* Manage and
troubleshoot Azure
AD user and device issues, including conditional access and identity management
* Configure, deploy, and
maintain Intune policies, profiles, and compliance settings
across corporate devices
* Network patching and installation of Networking equipment
* Support and optimise device management (Windows, iOS, Android)
th
r
ough Intune and Endpoint Ma
n
ager
* Maintain and improve endpoint security baselines and compliance standards
* Document processes, knowledge base articles, and contribute to Service Desk's continuous improvement
* Mentor and support junior team members, promoting knowledge sharing, feedback and documentation
* Collaborate with infrastructure, networking, and security teams to ensure seamless IT operations and risk mitigation
Key Characteristic
* Proactive
: Anticipates issues, recommends improvements, and identifies recurring problems
* Ownership mindset
: Takes accountability from initial ticket to resolution
* Strong communicator
: Able to explain technical solutions clearly to non-technical coll
* Collaborative
: Works well with cross-functional teams and supports junior colleagues
* Customer-focused
: Delivers a high standard of service with empathy and patience
* Organised and detail-o
riented: Manages workload effectively in a fast-paced environment
* Continuous learner
: Keeps up to date with modern workplace and cloud technologies
Essential
Skills:
* 5–10 years in IT Service Desk/Desktop Support roles, with exposure to 2nd/3rd line responsibilities
* Strong expert
ise with Windows 10/11 VDI
& FAT device management and troubleshooting
* Hands-on experie
nce with Microsoft Intune (Endpoint
Manager
) for: Policy configuration (compliance, configuration, device restriction Application deployment (Win32, LOB, Microsoft
* Store apps)Device Enrolment (Autopilot, BYOD, corporate devices)
* Advanced know
ledge of Azure Active
Directory, including: Conditional Access,
* Role-based access control (RBAC), Hybrid identity (Azure AD Connect), SSPR
* Proficiency
with Microsoft 365 administration
(Exchange Online, Teams, OneDrive, SharePoint).
* Familiarity with endpoint s
ecurity (BitLocker, Defender for Endpoint
, MFA).Good working know
ledge of Network Fundamentals
(VPN, DNS, DHCP, TCP/IP) for troubleshooting.
* Experie
nce with Remote Support
Tools (e.g., TeamViewer, RDP, etc)
* .Experie
nce with Ticketing Systems, SLA adherence and Priority Management
(Eg Fresh Service, Service Now, etc).
* Scripting knowledge (PowerShell) for automation and troubleshooting (advantageous)
* .ITIL Foundation certification or a strong understanding of ITIL best practices is
preferred
Additional Experience (Desirable):
* Experience with AWS VPN Client and Infrastructure.Thin Client & Virtualised environments AWS/Azure/IGEL Asset Management
* Workflow Management within a ticketing system, preferably Fresh Service.
* Internet scanning tools and associated policy management, such as Zscaler or equivalent
* Email filtering tools and associated policy management, such as a Mimecast equivalent
* Patching identification tools such as Qualys and remediations such as Intune script and or NinjaOne
* Network review and troubleshooting with tools such as
Meraki
Qualifications
Preferred but not Mandatory
Microsoft Certified: Modern Desktop Administrator Associate
* Microsoft Certified: Endpoint Administrator / Security Administrator
* Associate Microsoft Certified: Azure Fundamentals / Administrator Associate
* ITIL Foundation V3/V4