Senior IT Engineer - London

This is not a ticket-closing job. It's an engineering and ownership role with support responsibilities built in.

London is our IT home, and we're hiring the person who will anchor it. You'll be the most senior technical presence on the floor day-to-day - the person colleagues come to when something's genuinely broken, the person our 1st line team in India escalates to when they're out of their depth, and the person quietly making the whole IT function better while everyone else is busy.

When you're not resolving escalations or helping someone on the floor, you'll be building. Writing documentation that doesn't exist yet. Running an internal academy to level up our offshore 1st line team. Improving the tooling, the processes, the standards. Fixing the recurring problems properly instead of patching them weekly. We measure this role by what you build and what improves under your watch - not by tickets closed.

If you've spent your career being the person who notices what's wrong and fixes it before being asked, this role is built for you.

What you'll own

• Escalations and complex issues that 1st line can't resolve - across endpoints, identity, networking, M365, and core business applications.
• On-site engineering and hands-on work - building and reconfiguring PCs and laptops, RAM and storage upgrades, hardware diagnostics and repair, peripherals, meeting-room AV, on-site network gear, and anything physical that needs a person in the building.
• Documentation and the knowledge base - owning it, maintaining it, and making sure it's actually used. If a problem has been solved twice, it should be documented.
• The India 1st line academy - running regular training sessions, building runbooks, holding office hours, and steadily raising the technical capability of the offshore team so more is resolved at first line over time.
• Continuous improvement - identifying recurring issues, automating repetitive work, improving tooling and processes, and proposing changes that make the whole IT function run better.
• Mentoring and technical leadership for the Guildford engineer and the India team - being the technical reference point people learn from.

Solid 2nd line experience with genuine 3rd line capability - comfortable being the most senior IT person in the room.

• Hands-on hardware skills: building, upgrading, and repairing PCs and laptops; diagnosing hardware faults; comfortable with the physical side of the job.
• Strong working knowledge of Windows endpoint management, Active Directory / Entra ID, Microsoft 365 administration, and core networking (DNS, DHCP, VPN, Wi-Fi).
• Some scripting or automation experience - PowerShell, Python, or similar. You don't need to be a developer, but you should reach for automation when something's repetitive.
• Genuine documentation discipline. You write things down because you know future-you and the rest of the team will need it.
• Demonstrable initiative. You can point to things you've built, improved, or fixed at previous jobs that nobody asked you to do.
• A teaching instinct. You enjoy explaining things, and you've trained or mentored less experienced colleagues before.

What we're explicitly not looking for

Someone who closes tickets and waits for the next one. Someone who treats downtime as free time. Someone who needs to be told what to improve. We've designed this role to give a strong engineer real autonomy and real impact - and we'll measure it accordingly.

Real ownership of documentation, training, and process - visibly impactful work, not theatre.

• Direct influence over how our IT operation grows.
• A clear path into broader IT engineering, infrastructure, or leadership as the function scales.

Pay: £55,000.00-£70,000.00 per year