Senior IT Engineer

Senior IT Engineer

Cheltenham based - Onsite with occasional customer visits

£30-40k

MSP/Education background advantageous

About the Company

A growing, medium-sized IT support company providing reliable and professional technology services to a range of educational establishments and businesses. Our services include IT support, Microsoft 365, cloud services, networking, cybersecurity, backup and infrastructure management.

We are looking for an enthusiastic and customer-focused Senior IT Engineer to join our team. This is an excellent opportunity for someone who enjoys solving technical problems, working with customers and developing their IT skills in a varied support environment.

The Role

As a Senior Engineer, you will provide technical support to our customers, resolving incidents and service requests across a range of hardware, software, networking and cloud technologies.

You will work as part of a collaborative technical team, taking ownership of support tickets from initial diagnosis through to resolution while ensuring customers receive a professional and friendly service.

The role will involve a mixture of remote support, telephone support and onsite customer visits.

Key Responsibilities

· Provide technical support to customers.

· Respond to and resolve IT incidents and service requests within agreed SLAs.

· Troubleshoot hardware, software, networking and connectivity issues.

· Support Microsoft Windows desktops, laptops and applications.

· Administer and troubleshoot Microsoft 365 services, including Exchange Online, Teams, SharePoint and OneDrive.

· Manage user accounts, permissions and access using Microsoft Entra ID / Active Directory.

· Install, configure and maintain computers, laptops, printers and other IT equipment.

· Troubleshoot network connectivity, Wi-Fi, VPN and basic firewall issues.

· Assist with onboarding and offboarding users.

· Support antivirus, endpoint security, backup and monitoring solutions.

· Maintain accurate documentation.

· Escalate complex issues when appropriate.

· Communicate technical information clearly to both technical and non-technical customers.

· Carry out onsite support visits when required.

· Assist with IT projects, upgrades and cloud migrations.

· Maintain a high standard of customer service and professionalism at all times.

Essential Skills & Experience

· Previous experience working in an IT support or service desk environment.

· Good knowledge of Microsoft Windows operating systems.

· Experience troubleshooting hardware, software and networking issues.

· Working knowledge of Microsoft 365.

· Experience of working with SharePoint, including designing and constructing sites.

· Understanding of Active Directory and user/account administration.

· Good understanding of TCP/IP, DNS, DHCP and basic networking concepts.

· Experience using ticketing/service management systems.

· Strong troubleshooting and problem-solving skills.

· Excellent written and verbal communication skills.

· Ability to prioritise workloads and manage multiple support requests.

· Strong customer service skills.

· Ability to work independently as well as part of a technical team.

· Full UK driving licence, or the ability to travel to customer sites where required.

Personal Attributes

We are looking for someone who:

· Enjoys helping people and solving technical problems.

· Has a genuine interest in technology and keeping their technical knowledge up to date.

· Takes ownership of problems rather than simply passing them on.

· Can explain technical issues in a clear and non-technical way.

· Remains calm and professional when dealing with challenging situations.

· Is organised and able to manage competing priorities.

· Has good attention to detail.

· Works well within a team.

· Is proactive and willing to learn.

· Understands the importance of delivering an excellent customer experience.

What We Offer

· Competitive salary based on experience.

· Company pension scheme.

· Up to 30 days' annual leave plus bank holidays.

· Training and professional development opportunities.

· Support towards relevant Microsoft and industry certifications.

· Opportunities to progress into senior engineering, project or specialist roles.

· Mileage allowance.

· A friendly and supportive working environment.

· Exposure to a wide range of technologies and customer environments.

Working Environment

This role is suited to an engineer who enjoys variety. You will support multiple customers with a wide range of issues, meaning no two days are necessarily the same.

You will have access to experienced engineers and management for escalation and guidance, while being encouraged to develop the skills and confidence required to take ownership of increasingly complex technical issues.

If you are a motivated IT Support Engineer looking for an opportunity to develop your career within a growing IT services company, we would like to hear from you.