Job DescriptionRole OverviewWe 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 organisationThe role requires deep technical knowledge in Microsoft 365, Azure AD, and Intune, Virtualisation, and SharePoint Admin, alongside strong problem-solving and communication skillsNote: This is primarily a user-facing support role with some ad-hoc project involvementKey ResponsibilitiesProvide advanced support for users across desktop, application, and mobile platforms.Server Maintenance: build and repair of a Wintel serverResolve first line when needed and act as an escalation point for junior team members' complex incidents and service requests, ensuring timely resolutionManage and troubleshoot Azure AD user and device issues, including conditional access and identity managementConfigure, deploy, and maintain Intune policies, profiles, and compliance settings across corporate devicesNetwork patching and installation of Networking equipmentSupport and optimise device management (Windows, iOS, Android) th r ough Intune and Endpoint Ma n agerMaintain and improve endpoint security baselines and compliance standardsDocument processes, knowledge base articles, and contribute to Service Desk's continuous improvementMentor and support junior team members, promoting knowledge sharing, feedback and documentationCollaborate with infrastructure, networking, and security teams to ensure seamless IT operations and risk mitigationKey CharacteristicProactive : Anticipates issues, recommends improvements, and identifies recurring problemsOwnership mindset : Takes accountability from initial ticket to resolutionStrong communicator : Able to explain technical solutions clearly to non-technical collCollaborative : Works well with cross-functional teams and supports junior colleaguesCustomer-focused : Delivers a high standard of service with empathy and patienceOrganised and detail-o riented: Manages workload effectively in a fast-paced environmentContinuous learner : Keeps up to date with modern workplace and cloud technologiesEssentialSkills:5–10 years in IT Service Desk/Desktop Support roles, with exposure to 2nd/3rd line responsibilitiesStrong expert ise with Windows 10/11 VDI & FAT device management and troubleshootingHands-on experie nce with Microsoft Intune (Endpoint Manager ) for: Policy configuration (compliance, configuration, device restriction Application deployment (Win32, LOB, MicrosoftStore 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), SSPRProficiency 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 preferredAdditional Experience (Desirable):Experience with AWS VPN Client and Infrastructure.Thin Client & Virtualised environments AWS/Azure/IGEL Asset ManagementWorkflow Management within a ticketing system, preferably Fresh Service.Internet scanning tools and associated policy management, such as Zscaler or equivalentEmail filtering tools and associated policy management, such as a Mimecast equivalentPatching identification tools such as Qualys and remediations such as Intune script and or NinjaOneNetwork review and troubleshooting with tools such as MerakiQualificationsPreferred but not MandatoryMicrosoft Certified: Modern Desktop Administrator AssociateMicrosoft Certified: Endpoint Administrator / Security AdministratorAssociate Microsoft Certified: Azure Fundamentals / Administrator AssociateITIL Foundation V3/V4