Senior IT Support Engineer

This Role

Provides Level 2 IT support and technical administration across Microsoft 365 Intune Cisco Meraki and managed services environments ensuring timely resolution of support requests proactive system management client satisfaction operational efficiency and adherence to service delivery standards.

What You Will Do

• Youll manage assigned support tickets escalations and project tasks through a dispatcher-driven service model providing timely issue resolution remote support root-cause analysis accurate documentation knowledge base contributions and detailed time recording to support service delivery and client billing requirements.
• Youll administer and support Microsoft 365 environments including Exchange Online Teams SharePoint OneDrive Microsoft Entra ID Conditional Access MFA SSPR and Intune while assisting with tenant migrations environment buildouts device management application deployment and automation using PowerShell and Microsoft Graph.
• Youll configure manage and troubleshoot Cisco Meraki networking solutions including MX MS and MR devices VLANs firewall rules DNS NAT VPN connectivity domain management and network remediation activities escalating complex issues when appropriate.
• Youll support client onboarding infrastructure deployments and technology projects by providing remote phone email and onsite technical support clearly communicating complex technical information to non-technical stakeholders and contributing to the implementation and optimisation of the organisations technology stack.
• Youll maintain strong operational discipline by proactively communicating workload status collaborating with internal teams monitoring alerts and system health supporting security and compliance initiatives and ensuring high-quality service delivery across endpoint management networking cloud platforms and managed services operations.

Qualifications :

About You

• You have 24 years of experience in IT support preferably within a Managed Service Provider (MSP) environment with experience managing support tickets escalations and client-facing technical support.
• You possess strong Microsoft 365 administration expertise including Exchange Online Teams SharePoint OneDrive Microsoft Entra ID (Azure AD) Intune Conditional Access MFA device management and identity and access management solutions.
• You have hands-on experience with RMM and remote support platforms preferably ConnectWise Automate ConnectWise Manage (PSA) and ConnectWise ScreenConnect along with basic PowerShell scripting and exposure to Microsoft Graph API.
• You demonstrate strong networking knowledge including DNS VLANs NAT VPNs routing firewall management and Cisco Meraki administration across MX MS and MR environments.
• You have excellent analytical troubleshooting communication documentation and customer service skills with the ability to work independently manage competing priorities support onsite and remote clients and maintain service levels; certifications such as CompTIA Network Microsoft MD-102 Cisco Meraki CMNA ConnectWise or ITIL Foundation are advantageous.

Additional Information :

OUR COMMITMENT TO YOU AND THE ENVIRONMENT

Sustainability is integral to our strategy and operations. Our sustainability depends on us building and maintaining long-term relationships with all our stakeholders including our employees clients and local communities while also reducing our impact on our natural environment.  

There is always more we can and should do to improve whether in relation to our people our clients our planet or our governance. Our ongoing success as a business depends on our sustainability and agility in a changing and challenging global landscape. Were committed to fostering an inclusive equitable and diverse culture for our people led by our Diversity Equity and Inclusion steering committee. 

Our learning and development programmes and systems (including PowerU and MyCampus) enable us to invest in growing our employees careers while our hybrid working approach supports our employees in achieving balance and flexibility while remaining connected to their colleagues. We want to empower our 6500 employees - from 94 nationalities across 24 countries - to each achieve their potential.  Through IQ-EQ Launchpad we support women managers launching their first fund in an environment where only 15% of all private equity and venture capital firms are gender balanced. 

Were committed to growing relationships with our clients and supporting them in achieving their objectives. We understand that our clients sustainability and success lead to our sustainability and success. Were emotionally invested in our clients right from the beginning.

Remote Work :

No

Employment Type :

Full-time