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 Share Point Admin, alongside strong problem-solving and communication skills
Note: 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, i OS, Android) through Intune and Endpoint Manager
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: Deliver a high standard of service with empathy and patience
Organised and detail-oriented: Manages workload effectively in a fast-paced environment
Continuous learner: Keeps up to date with modern workplace and cloud technologies
Skills
5–10 years in IT Service Desk/Desktop Support roles, with exposure to 2nd/3rd line responsibilities
Strong expertise with Windows 10/11 VDI & FAT device management and troubleshooting
Hands‑on experience with Microsoft Intune (Endpoint Manager) for: Policy configuration (compliance, configuration, device restriction Application deployment (Win32, LOB, Microsoft
Advanced knowledge 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, One Drive, Share Point).
Familiarity with endpoint security (Bit Locker, Defender for Endpoint, MFA).
Good working knowledge of Network Fundamentals (VPN, DNS, DHCP, TCP/IP) for troubleshooting.
Experience with Remote Support Tools (e.g., Team Viewer, RDP, etc)
.
Experience with Ticketing Systems, SLA adherence and Priority Management (Eg Fresh Service, Service Now, etc).
Scripting knowledge (Power Shell) 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 Ninja One
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
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