Senior IT Support Engineer

Job Specification: Senior Support Analyst

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 as an escalation point within the Service Desk team, providing advanced technical support, mentoring junior colleagues, and ensuring smooth IT operations across the organization. The role requires deep technical knowledge in Microsoft 365, Azure AD, and Intune, Virtualization, SharePoint Admin alongside strong problem-solving and communication skills.

Note: The is primarily 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 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 optimize device management (Windows, iOS, 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 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 Characteristics

• 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 colleagues.
• Collaborative: Works well with cross-functional teams and supports junior colleagues.
• Customer-focused: Delivers a high standard of service with empathy and patience.
• Organized and detail-oriented: 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 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 restrictions, etc.)
  • Application deployment (Win32, LOB, Microsoft Store apps)
  • Device Enrolment (Autopilot, BYOD, corporate devices)
• 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, OneDrive, SharePoint).
• Familiarity with endpoint security (BitLocker, Defender for Endpoint, MFA).
• Good working knowledge of Network Fundamentals (VPN, DNS, DHCP, TCP/IP) for troubleshooting.
• Experience with Remote Support Tools (e.g., TeamViewer, RDP, etc).
• Experience 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 strong understanding of ITIL best practices preferred.

Additional Experience (Desirable):

• Experience with AWS VPN Client and Infrastructure.
• Thin Client & Virtualized 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 Mimecast or 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

Additional Information

D&I statement