IT Support Engineer

Incident Management:

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

Project Work (20%):

• Leading Desktop related project work
• Assisting with Infrastructure & Networking projects
• Creation of support documentation
• Performing system discovery work during onboarding and audits

Other Responsibilities:

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

Sensical, a growing IT MSP, are looking for an experienced IT Engineer to join the expanding Support team. This role would suit someone with an MSP or Enterprise IT background, ideally with experience in a broad range of technologies. Candidates need to have a clear passion for IT and Technology, coupled with a professional customer focussed attitude., * Comfortable with regularly commuting to various Central London client office locations

• Comfortable with occasionally commuting outside of London (e.g. Watford, Coventry), incl. locations abroad (e.g. Germany, France)
• Able to provide on-call support on a rota basis (24/7 for 1 week/month)
• 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 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
• Experience in supporting and troubleshooting business applications

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, * Microsoft Certified: Windows Server Administrator Associate (AZ-802)
• Microsoft Certified: Azure Solutions Architect Expert (AZ-305)
• Microsoft 365 Certified: Administrator Expert (MS-102)
• Network+ or CCNA, * How many years’ experience do you have working in an MSP?

Experience:

• Active Directory: 3 years (required)
• Microsoft Windows 11: 3 years (required)
• • Microsoft 365 applications : 4 years (preferred)
• AV support, configuration and deployment: 2 years (preferred)

Pulled from the full job description

• Referral programme
• Employee discount
• Sick pay
• Employee assistance programme
• Additional leave
• Company pension
• Private medical insurance, * 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, 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 maternity leave
• Enhanced paternity leave
• Health & wellbeing programme
• Private medical insurance
• Referral programme
• Sick pay

Sensical Services Ltd is a small and fast-growing IT consultancy and managed services provider (MSP) based in the City of London.

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.