Overview
The Senior Information Technology Support Engineer will play a crucial role in managing complex IT support issues while fostering the development of the second line support team. This senior, hands-on technical position requires direct interaction with clients, guiding them through issue resolution and maintaining high service standards. The contractor will work closely with various technical teams to deliver exceptional support and drive improvements within the organization.
Responsibilities
- Act as a senior escalation point for 1st and 2nd line engineers.
- Diagnose and resolve complex 3rd line support issues.
- Provide technical guidance and mentoring to 2nd line support staff.
- Help maintain high technical and customer service standards across the helpdesk.
- Take ownership of escalated client issues through to resolution.
- Support Microsoft 365 and Azure environments.
- Troubleshoot Windows Server and infrastructure issues.
- Assist with technical projects, migrations, and infrastructure upgrades.
Requirements
- Proven experience in 3rd line IT support.
- Expertise in Microsoft 365 administration and Microsoft Azure.
- Strong knowledge of Windows Server and Active Directory.
- Experience with networking, firewalls, switches, and wireless networks.
- Familiarity with virtualization and backup/disaster recovery solutions.
- Proficiency in using NinjaOne or a similar RMM/IT support management platform.
- Experience with IT infrastructure projects and troubleshooting.