IT Support Engineer

• 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 such as patching, AV checks, and security reviews.
• Provide on-site support three days per week.
• Provide on-call support one week per month.
• Lead desktop-related project work.
• Assist with infrastructure and networking projects.
• Create support documentation.
• Perform system discovery during onboarding and audits.
• Act as an escalation point for other Service Desk team members.
• Become a lead expert for specific technologies within the team.

Technologies:

• Active Directory
• Android
• Architect
• Azure
• Citrix
• Cloud
• Cisco
• Hyper-V
• Support
• ITIL
• ITSM
• Microsoft 365
• Microsoft Intune
• Mobile
• Network
• Security
• Veeam
• Windows
• iOS
• Office 365
• Incident Management

• We are looking for an experienced IT Engineer with an MSP or Enterprise IT background.
• Experience supporting a broad range of technologies is ideal.
• A clear passion for IT and technology, along with a professional, customer-focused attitude.
• Experience supporting business applications is highly favourable.
• Comfort commuting regularly to Central London client office locations.
• Comfort commuting occasionally outside London and abroad as needed.
• Ability to provide on-call support on a rota basis, including 24/7 cover for one week per month.
• Ability to take ownership and troubleshoot incidents methodically.
• Excellent organisation skills and the ability to reprioritise.
• Professional approach when working with stakeholders at all levels.
• Strong customer service focus.
• Understanding of IT best practices and procedures, including ITIL and change control.
• Experience writing internal support documentation.
• Punctuality and strong attention to detail.
• Excellent written and verbal communication skills.
• Desire to learn new technologies.
• Experience supporting and troubleshooting business applications.
• Advanced knowledge of Microsoft Windows 11.
• Advanced knowledge of Active Directory and Microsoft Entra ID.
• Advanced knowledge of Microsoft 365 applications, including Teams.
• Advanced knowledge of Microsoft Intune / Endpoint Manager.
• Advanced knowledge of Cloud PBX solutions such as RingCentral, 3CX, 8x8, or Cisco.
• Working knowledge of deployment services such as SCCM, WDS, and WSUS.
• Working knowledge of IPv4 networks including DHCP, DNS, S/FTP, SMTP, NTP, and VLANs.
• Working knowledge of audio visual equipment including DSP, DANTE, room systems, and projectors.
• Working knowledge of Mac desktop OS.
• Working knowledge of mobile device support for iOS and Android.
• Working knowledge of Microsoft Server OS versions 2016, 2019, and 2022.
• Working knowledge of virtualisation platforms including ESXi, Citrix, and Hyper-V.
• Working knowledge of storage systems including SAN, NAS, and RAID.
• Working knowledge of structured cabling including patching, cable tracing, and IDC.
• Working knowledge of backup technology such as Veeam.
• Experience with application support and troubleshooting.
• Desirable qualifications include 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.

We are Sensical Services Ltd, a small and fast-growing IT consultancy and managed services provider based in the City of London. We offer a friendly, close-knit, and supportive team environment, delivering high-quality support to small and medium-sized organisations across financial services and other sectors. This is a permanent, full-time hybrid role based in the City of London / Blackfriars / St. Pauls area, with four days office-based and one day remote. The salary is £36,000 to £42,000 depending on experience. We also offer an annual bonus, pension scheme, birthday day off, training and ongoing certification support, private health insurance, enhanced sick pay, season ticket loan, cycle to work scheme, BYOD allowance, staff events, office refreshments, and other employee benefits. We are an equal opportunity employer and value an inclusive workplace.