IT Support Engineer

Incident Management:

• Triage incidents and service requests in ITSM
• Identify major incidents
• Diagnose and escalate complex issues
• Resolve tickets within SLAs
• Perform regular maintenance tasks (patching, AV checks, security reviews)
• Provide proactive on-site support

• Offer on-call support (1 week/month)

• Document resolutions and configuration changes

Project Work (20%):

• Leading Desktop related project work
• Assisting with Infrastructure & Networking projects
• Creation of support documentation

Other Responsibilities:

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

• Comfortable with occasional commute to client site, London office, and occasional national and international travel.
• Able to provide 24/7 on-call support on a rota basis
• 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

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

• 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

Sensical, a growing IT MSP, are looking for an experienced IT Engineer to join the expanding Support team. While our head office is in the City of London, this role would be based out of Coventry. 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. This role includes supporting a range of business applications used by our clients, so experience in this area will be highly favourable.