Role OverviewWe are seeking a Senior End User Support Engineer to join our dynamic IT support team. In this role, you will provide high-level technical support to end users, ensuring prompt resolution of IT issues and contributing to a seamless technology experience across the organization. You will be responsible for handling complex incidents, mentoring junior support staff, and collaborating with various teams to implement IT improvements.
RequirementsKey Responsibilities:- Providing excellent service as the final escalation point for technical issues across our core platforms, including Windows, macOS, Google Workspace, Slack, and Entra ID.
- Leading and taking ownership of the end-user device vulnerability management process, including system patching, auditing, and ensuring we adhere to industry best practices.
- Identifying and implementing automation opportunities, particularly within Microsoft Intune, to reduce manual workload and increase the team's response time.
- Serving as a role model and technical mentor for junior team members, providing guidance, support, and deputising for the Team Leader when required.
- Managing the full lifecycle of hardware and software support escalations, logging them in our ticketing system and seeing them through to resolution.
- Playing a key role in integration projects, including the migration and consolidation of internal tools and back-office systems.
- Managing employee IT onboarding and offboarding workflows, including asset tracking of hardware and software.
Required Skills and Qualifications:- Proven experience in a senior IT support or systems administration role.
- Excellent communication and customer service skills, able to deal with users face-to-face, over the phone, or via a ticketing system.
- Expert-level knowledge of Windows and macOS operating systems, including builds, imaging, and deployments.
- Experience managing hybrid identity environments, with skills in both modern Entra ID and legacy Active Directory, helping to support our transition to a fully cloud-based system.
- Hands-on experience with Mobile Device Management (MDM) platforms, specifically Microsoft Intune.
- Proficiency with ticketing and documentation tools, specifically the Atlassian suite (Jira, Confluence).
- A demonstrable ability to automate processes using scripting languages (e.g., PowerShell).
- A clear ambition to develop into a management position, with a long-term goal of taking on line management responsibilities.
- Experience with inter-office networking and VoIP technologies.
- Experience with vendor management and procurement.
Benefits- Competitive salary of $120,000- $150,000 per annum (depending on experience).
- Company Bonus
- Hybrid working
- Generous paid leave.
- Enhance family leave.
- Birthday day off.
- Mental Health Support through our Wellbeing partner, Calm.
- Wellbeing leave and a Mental Health First Aider program.
- Giving back days to help support causes close to your heart.
- Unlimited professional & personal learning.
- Total Rewards, including retirement planning, healthcare and life assurance.
- And did we mention our epic team socials? We know how to celebrate in style!
