Senior IT Support Engineer

Job Description

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 

• You’ll manage escalated tickets and project assignments, ensuring clear communication with the dispatcher and resolution within SLA timelines.
• You’ll serve as the highest escalation point, diagnosing complex technical issues, identifying root causes, and improving processes and documentation.
• You’ll lead Microsoft 365 and cloud initiatives, including migrations, architecture (M365, Entra ID, Intune), and automation using PowerShell and Microsoft Graph.
• You’ll design, deploy, and support Cisco Meraki network solutions, including security, segmentation, VPNs, and advanced troubleshooting across client environments.
• You’ll lead client onboarding and project delivery, ensuring secure, reliable IT infrastructure while providing clear communication and aligning solutions with business and security goals.

Qualifications

ABOUT YOU

• You have 5+ years of IT experience, preferably in an MSP/MSSP environment, with proven ability to manage complex workloads within a dispatcher-driven service model.
• You possess deep expertise in Microsoft 365 (E5, EMS E3), including Entra ID, Exchange Online, Intune, SharePoint, and Teams, with hands-on experience in environment buildouts and migrations.
• You have strong technical skills in PowerShell and Microsoft Graph API, along with solid networking knowledge (DNS, VLANs, NAT, VPN) and experience with Cisco Meraki platforms.
• You have experience supporting Windows 11, Windows Server (Azure and on-premises), macOS, and mobile device management via Intune, with strong attention to detail in documentation and time tracking.

• You demonstrate excellent communication skills and professionalism, with preferred certifications (e.g., Microsoft, Azure, Meraki, ITIL) and experience using tools such as ConnectWise, IT Glue, and MDR/SOC platforms.

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. We’re 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 5,800+ 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.

We’re 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. We’re emotionally invested in our clients right from the beginning.