Senior Support Engineer – Remote
IT
Reporting to: Service Desk Manager
The Senior Support Engineer will be the front line of technical operations, delivering high-quality IT support, expert assistance across a wide range of technical issues, ensuring tickets are handled efficiently, accurately, and with a professional and empathetic approach to clients.
This role demands a strong blend of technical expertise, communication skills, and procedural discipline to help maintain our high service standards.
Key Responsibilities
- Deliver exceptional technical support for desktop operating systems (Windows and macOS).
- Troubleshoot and resolve support issues with third-party applications, email systems, printing, remote access, and device configurations.
- Perform user setups and onboarding, including user account provisioning, mailbox setups, permissions, and security policies.
- Provide day-to-day administration and support within Microsoft 365, including Azure AD, Exchange Online, Teams, and OneDrive.
- Investigate and resolve network configuration and connectivity issues (wired, wireless, VPN).
- Escalate issues appropriately, providing clear and complete documentation for seamless handover.
- Record accurate, detailed, and professional notes in tickets, following documentation and time-logging procedures consistently.
- Manage high volumes of incoming tickets and calls, prioritising and resolving effectively while maintaining a calm and organised approach.
- Maintain proactive communication with clients to provide updates, set expectations, and deliver excellent service.
- Contribute to a collaborative and positive team environment, supporting colleagues and sharing knowledge.
- Identify recurring issues, opportunities for service improvement, and early signs of systemic problems.
Experience & Qualifications
- Minimum 5 years’ experience in an IT support or service desk role.
- MSP experience highly desirable.
- Relevant certifications (e.g., CompTIA A+/Network+/Security+, Microsoft Certified, ITIL Foundation) are an advantage.
- Good knowledge of Microsoft 365 and Entra ID (user administration, license management, permissions).
- Competent in Active Directory, Group Policy, Intune, file/folder permissions, and user access control.
- Confident in network troubleshooting, including DNS, DHCP, IP addressing, and router/firewall basics.
- Experience supporting remote access solutions, printers, and multi-vendor software systems.
- Understanding of ITIL or service desk best practices for ticket handling and escalation.
- Strong understanding of IT support fundamentals and customer service excellence
- Strong experience supporting Windows 10/11 and macOS environments.
Non-Technical Skills & Attributes
- Excellent communication skills – written and verbal, with an ability to communicate clearly with technical and non-technical users.
- Customer-focused mindset – professional, patient, and solutions-oriented.
- Highly organised – able to manage workload, juggle priorities, and meet SLAs under pressure.
- Process-driven – follows procedures accurately, logs time consistently, and documents work clearly.
- Team contributor – supports others, shares knowledge, and contributes to a positive culture.
- Proactive thinker – can identify trends, risks, or inefficiencies and suggest improvements.
- Resilience and adaptability – remains calm under pressure, deals well with change, and maintains service quality.
What Success Looks Like in This Role
- High first-time resolution rates and customer satisfaction scores.
- Timely and accurate ticket updates and time entries.
- Positive feedback from clients and colleagues.
- Recognition as a dependable and knowledgeable go-to person within our support team.
- Contribution to process improvements and service enhancements.
