Senior IT Support Engineer

The IT Support Engineer (Level 3) is the top internal technical escalation resource receiving complex tickets and project assignments through the service dispatcher and working closely with the Engineering Manager to ensure all work is completed within SLA. This role leads new client onboarding and infrastructure deployments drives process documentation and mentors junior engineers. Clear communication with the dispatcher on project timelines and escalation status is essential. 

Key Responsibilities 

Dispatched Work & Ticket Management 

• Receive and work all escalated tickets and project assignments through the service dispatcher; maintain clear timely communication with the dispatcher on status timelines and capacity. 

• Work directly with the Engineering Manager and dispatcher to ensure project tasks and escalated tickets are resolved within SLA. 

• Act as the highest internal escalation tier diagnosing and resolving complex technology issues across client environments. 

• Establish document and implement technology processes and procedures; maintain and improve the shared knowledge base. 

• Identify and resolve root causes of escalated and recurring issues in coordination with the engineering team. 

• Coordinate with the dispatcher for scheduling onsite client visits and project-related travel. 

• Enter time accurately on all tickets and project tasks to ensure proper client billing. 

• Stay current on emerging technologies and evaluate their potential impact on our clients and operations. 

Microsoft 365 & Cloud Administration 

• Lead Microsoft 365 environment buildouts and migrations (tenant-to-tenant on-premises to cloud Google Workspace to M365). 

• Architect and administer Microsoft 365 E5 and EMS E3 environments including Exchange Online Teams SharePoint OneDrive and Microsoft Purview. 

• Design and enforce Microsoft Entra ID configurations including Conditional Access PIM identity governance and enterprise application integrations. 

• Own Microsoft Intune device management strategy for Windows 11 Pro macOS iOS and Android (BYOD via Company Portal). 

• Develop and maintain PowerShell and Microsoft Graph API scripts at an intermediate-to-advanced level to automate administrative tasks and client environment management. 

Networking Cisco Meraki 

• Architect and deploy Cisco Meraki solutions including MX security appliances MS switching and MR wireless for new and existing client environments. 

• Design network segmentation (VLANs) firewall policies content filtering VPN configurations and IDS/IPS settings. 

• Provide expert-level troubleshooting for routing DNS NAT and connectivity issues across client networks. 

• Lead network infrastructure replacement projects during new client onboarding and refresh cycles. 

Client & Project Support 

• Lead new client onboarding deployments including onsite network infrastructure replacement and back-end Microsoft 365 Intune and Entra ID configurations. 

• Contribute to the development and implementation of our technology stack ensuring alignment with business goals and security standards. 

• Provide clear professional communication to clients on project status technical findings and strategic recommendations. 

• Ensure the security reliability and efficiency of managed client IT infrastructure. 

Required Qualifications 

• 5 years of relevant IT experience; MSP or MSSP background strongly preferred. 

• Demonstrated experience with Microsoft 365 environment buildouts and migrations. With deep expertise in Microsoft 365 E5 EMS E3 Entra ID Exchange Online Intune SharePoint and Teams. 

• Intermediate-to-advanced PowerShell and Microsoft Graph API scripting skills. With Strong networking background: routers DNS VLANs NAT VPN and Cisco Meraki platform experience. 

• Workstation and server experience: Windows 11 Windows Server (Azure VM and physical) macOS. 

• Proven ability to manage a high-complexity workload within a dispatcher-assigned service model while maintaining clear communication on priorities and timelines. 

• Excellent communication skills; capable of providing email phone and onsite support. With high level of accuracy and attention to detail; disciplined in time entry and documentation practices. 

Qualifications :

You holdor are pursuingadvanced certifications such as:

• Microsoft 365 Certified: Administrator Expert
• Microsoft Certified: Identity and Access Administrator (SC300)
• Microsoft Certified: Azure Administrator Associate (AZ104)
• Microsoft Certified: Endpoint Administrator Associate (MD102)
• Microsoft Certified: Azure Security Engineer Associate (AZ500)

You may also have additional credentials such as:

• Cisco Meraki CMNO (advanced) or CMNA with significant deployment experience
• ITIL Practitioner or Intermediatelevel certification
• Experience working with Microsoft Purview Azure Virtual Desktop (AZ140) or hybrid identity implementations
• Experience using IT Glue or a similar documentation platform

Tools & Technology Environment

You work confidently across the following technologies:

Productivity & Cloud:
You operate within Microsoft 365 E5 EMS E3 including Exchange Online Teams SharePoint and OneDrive.

Identity & Access:
You manage Microsoft Entra ID Conditional Access policies Privileged Identity Management (PIM) and Self-Service Password Reset (SSPR).

Device Management:
You manage and secure devices using Microsoft Intune / Endpoint Manager.

Scripting:
You create or modify automation using PowerShell and the Microsoft Graph API.

Endpoint OS:
You primarily support Windows 11 Pro with macOS as a secondary platform.

Mobile / BYOD:
You manage iOS and Android devices using the Company Portal under Intune MDM/MAM.

Networking:
You work with Cisco Meraki devices including MX MS and MR series hardware.

PSA:
You use ConnectWise PSA (Manage) for service operations.

RMM:
You utilize ConnectWise Automate for remote monitoring and management.

Remote Support:
You provide support using ConnectWise ScreenConnect.

Email Security:
You work with an AIpowered email security solution.

MDR / SOC:
You rely on a managed detection and response platform with 24/7 SOC coverage.

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 5800 employees - from 94 nationalities across 25 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 leads to our sustainability and success. Were emotionally invested in our clients right from the beginning.  

Remote Work :

No

Employment Type :

Full-time