IT Support Engineer

Incident Management:

• Triage incidents and service requests in ITSM
• Identify major incidents
• Diagnose and escalate complex issues
• Resolve tickets within SLAs
• Perform regular maintenance tasks (patching, AV checks)
• Provide on-site support (3 days/week)
• Offer on-call support (1 week/month)

Project Work (20%):

• Leading Desktop related project work
• Assisting with Infrastructure & Networking projects
• Creation of support documentation

Other Responsibilities:

• Providing an escalation point for other Service Desk team members
• Becoming a lead expert for specific technologies within the team

Do you have experience in Windows?, * Comfortable with regular commute into the office (4 days a week) and occasionally to Watford and London.

• Able to be part of an out of hours on call rota (one week in four)
• Ability to take ownership, assess and troubleshoot incidents methodically
• Excellent organisation skills and ability to reprioritise
• Professional attitude, able to work with stakeholders at all levels of an organisation
• Customer service focus with desire to go above and beyond
• Understanding of IT best practices and procedures (ITIL, Change Control)
• Experience in supporting and troubleshooting business applications
• Experience writing internal support documentation
• Punctual, good attention to detail
• Excellent written and verbal communication
• A passion for IT and a desire to learn new technologies

Technical Skills

Advanced knowledge of:

• Microsoft Windows 11
• Active Directory & MS Entra ID
• Microsoft 365 applications (inc Teams)
• Microsoft InTune/End Point ManageR
• Cloud PBX (e.g. Ring Central, 3CX, 8&8, Cisco)

Working knowledge of:

• Deployment Services (SCCM, WDS, WSUS)
• IPv4 Networks (DHCP, DNS, S/FTP, SMTP, NTP, vLANs)
• Audio Visual Equipment (DSP, DANTE, Room Systems, Projectors)
• Mac Desktop OS
• Mobile Device Support (iOS, Android)
• Microsoft Server OS (2016/2019/2022)
• Virtualisation (ESXi, Citrix, Hyper-V)
• Storage Systems (SAN, NAS, RAID)
• Structured Cabling (Patching, Cable Tracing, IDC)
• Backup Technology (Veeam) Application support and troubleshooting

Desirable qualifications:

• Microsoft Certified Associate (AZ801, AZ305 )
• Network+ or CCNA, * How many years' experience do you have working in an MSP?, * Microsoft Windows 11: 3 years (required)
• Active Directory: 4 years (required)
• • Microsoft 365 applications : 4 years (required)

• Annual bonus (up to 10%)
• Pension scheme (up to 4% match)
• Additional day off on your birthday
• Discount Scheme with Perkbox
• Training and relevant ongoing certification
• Employee Assistance Program with Vivup
• Vitality Private Health Insurance including Dental, Optical, Hearing and Mental Health
• Enhanced Sick Pay
• Season Ticket Loan
• Cycle to Work scheme
• Bring Your Own Device allowance
• Regular Staff Events
• Office Refreshments

Job Types: Full-time, Permanent

Pay: £36,000.00-£42,000.00 per year

Benefits:

• Additional leave
• Company events
• Company pension
• Cycle to work scheme
• Employee discount
• Enhanced paternity leave
• Health & wellbeing programme
• Private dental insurance
• Private medical insurance
• Referral programme

Sensical is growing IT MSP in the City of London, with a newly-opened office in Coventry. We are looking for an experienced IT Support Engineer to join our team. This role would suit someone with an MSP background, with experience in a broad range of technologies. Candidates will need to demonstrate a passion for IT and technology, coupled with a professional customer focussed attitude. This role includes supporting a range of business applications used by our clients, so experience in this area will be highly favourable., Sensical Services Ltd is a small and fast-growing IT consultancy and managed services provider (MSP) based in the City of London. We have recently opened an additional office in We are a friendly, close-knit, and supportive team of professionals delivering support to small and medium-sized organisations. Our clients operate in financial services and other sectors that appreciate a level of expert advice, reliability of systems and quality support that is a cut above the average. We are proud to be an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all applicants and employees, regardless of their gender, race, sexual orientation, disability, neurotype, religion or beliefs. Furthermore, we recognise the importance of helping our employees to balance the responsibilities of their work and private lives.