Senior IT Support Engineer

A fantastic opportunity for a Senior IT Support Engineer to join a highly technical software company, working within a collaborative internal IT function supporting users across multiple UK and international sites. This is an excellent role for an experienced 3rd line support professional with strong infrastructure, cloud, security and endpoint management experience, who enjoys being a technical escalation point and contributing to wider IT improvements., * Provide 3rd line support across infrastructure, cloud, endpoint, networking and security services

• Act as an escalation point for 1st and 2nd line engineers
• Maintain, optimise and troubleshoot core systems across Azure, Microsoft 365, networking and end-user devices
• Support and improve ITIL processes across incident, change and problem management
• Contribute to infrastructure projects, upgrades and wider service improvements
• Assist with IT strategy, planning and continuous improvement initiatives
• Work closely with third-party vendors and suppliers
• Support disaster recovery planning, testing and documentation
• Produce high-quality technical documentation, knowledge base content and runbooks
• Mentor and support junior team members
• Deputise for the Head of IT when required
• Participate in the support desk rota, on-call rota and occasional weekend maintenance schedule

What the role offers:

• A senior technical IT support role within a highly professional software environment
• Broad exposure across infrastructure, cloud, identity, security, networking and endpoint technologies
• The chance to contribute to projects, mentoring, IT strategy and continuous improvement

• Strong hands-on experience in a senior IT support, infrastructure support or 3rd line support role
• Experience providing technical escalation support across complex IT environments
• Strong Windows Server administration experience, including Active Directory, Group Policy, DNS, DHCP, Certificate Services, Failover Clustering and Hyper-V
• Good Linux server administration skills, including shell scripting, package management, SSH, services and hardening
• Experience with Microsoft Entra ID, including Conditional Access, SSO, MFA, PIM and hybrid identity
• Strong Microsoft Intune and endpoint management experience across Windows, macOS, iOS and Android
• Experience with Microsoft Defender, including Endpoint, Identity, Office 365 and Cloud Apps
• Knowledge of Microsoft Sentinel, including SIEM, KQL, analytics rules, workbooks, incident response and automation
• Experience with Microsoft Purview, DLP, sensitivity labels, retention policies, eDiscovery or compliance tools
• Strong networking knowledge, including switches, VLANs, routing, wireless networking and troubleshooting
• Experience administering enterprise firewalls, VPNs, NAT, IDS/IPS, web filtering and network security tools
• Microsoft Azure administration experience across IaaS, PaaS, networking, RBAC and cost management
• Experience with backup and disaster recovery tools such as Veeam, Azure Backup or similar
• Strong PowerShell scripting skills, ideally with Microsoft Graph
• Ability to create clear technical documentation, runbooks and knowledge base articles
• Excellent communication skills, with the ability to explain technical concepts to non-technical users
• Experience mentoring junior engineers would be beneficial
• Relevant certifications such as SC-300, SC-200, MD-102, AZ-104, CCNA, ITIL or firewall vendor certifications would be beneficial
• Degree in Computer Science, Engineering or a closely related discipline would be beneficial

Salary: £45,000 to £52,000 per annum + benefits, with additional remuneration for on-call rota and weekend maintenance work.