Senior IT Support Engineer

I am working with a Midlands based IT company who provide Managed IT Support, IT Projects and IT solutions for a wide range of clients all over the UK. They take a great deal of pride in their dedication to their clients, technical expertise and track record of providing outstanding services for their clients for over 30 years.

They are now looking for an experienced Senior IT Support Engineer to join their team in Curdworth.

This is a senior, hands-on technical role for somebody experienced in owning & managing complex support issues, working directly with clients and helping to lead and develop our 2nd line support team.

You will act as a senior escalation point for the helpdesk, taking responsibility for more complex technical issues while providing guidance and support to other engineers. Alongside your own technical workload, we would like you to help drive good standards across the support team, assist with prioritising escalations and support the development of our 2nd line engineers.

This is not a role where you will simply sit behind a ticket queue. You will need to be comfortable speaking directly with clients, understanding their issues and taking ownership through to resolution., * Act as a senior escalation point for 1st and 2nd line engineers

• Diagnose and resolve complex 3rd line support issues
• Provide technical guidance and mentoring to 2nd line support staff
• Help maintain high technical and customer service standards across the helpdesk
• Take ownership of escalated client issues through to resolution
• Support Microsoft 365 and Azure environments
• Troubleshoot Windows Server and infrastructure issues
• Support networking, firewalls, switches, Wi-Fi and connectivity
• Use NinjaOne as part of the day-to-day support and management of client environments
• Assist with technical projects, migrations and infrastructure upgrades
• Identify recurring technical issues and recommend improvements
• Maintain clear and accurate technical documentation
• Work directly with clients when senior technical input is required
• Work collaboratively with the wider technical and management team

• 3rd line IT support

• Microsoft 365 administration
• Microsoft Azure
• Windows Server
• Active Directory and Entra ID
• Networking and troubleshooting
• Firewalls, switches and wireless networks
• Virtualisation
• Backup and disaster recovery
• Endpoint security
• NinjaOne or a similar RMM / IT support management platform
• IT infrastructure projects