Snr Technical Support Engineer

Snr Technical Support Engineer - Yeovil/part remote working
A great opportunity to join this established IT Consultancy that deliver IT support, infrastructure projects, software development and cyber security services to businesses that depend on their technology.

They are looking for a Senior IT Engineer who enjoys solving technical problems, taking ownership and helping other engineers develop.

You'll handle more complex support issues and escalations, work across a range of customer environments and contribute to projects and improvements.

You'll work alongside other senior engineers and Technical Services Manager, with colleagues available to share knowledge and work through challenging issues together.

Key responsibilities

• Provide technical support across Microsoft 365, Windows desktop and server environments, networking and cloud services.
• Manage and troubleshoot devices through Microsoft Intune, including configuration profiles, compliance policies and application deployment.
• Take ownership of escalated issues, working with colleagues and suppliers to see them through to resolution.
• Investigate and respond to cyber security incidents, including phishing emails, compromised accounts and suspicious activity within Microsoft 365, following agreed incident response procedures.
• Work with colleagues and security providers to contain incidents, restore secure access and identify follow up improvements, keeping customers informed and maintaining a clear record of findings and actions.
• Keep customers informed with clear, useful updates, realistic expectations and agreed next steps.
• Prioritise work according to customer impact, urgency, security risks and SLA commitments, raising concerns early.
• Support and mentor less experienced engineers, helping them develop their troubleshooting skills and confidence.
• Investigate recurring problems and recommend lasting fixes, improvements or automation.
• Maintain accurate ticket notes, time records and technical documentation so others can understand and continue the work.
• Contribute to migrations, upgrades, deployments and other project work, following agreed change control processes.
• Support proactive maintenance and investigate alerts to help keep customer systems secure, stable and reliable.

Essential skills and experience

• Solid experience in IT support, including resolving more complex issues and working independently. Previous MSP experience is desirable.
• Practical Microsoft Intune experience, including device management, configuration, compliance and application deployment.
• Strong working knowledge of Microsoft 365 administration, including Exchange Online, SharePoint and Teams.
• Experience supporting Windows 11, Windows Server, Active Directory and Microsoft Entra ID.
• A good understanding of networking, including DNS, DHCP, VPNs, switches and firewalls.
• Experience supporting server infrastructure, virtualisation and backup systems.
• A good understanding of cyber security principles, including account security, MFA, access controls, email protection and endpoint security.
• Practical experience investigating and responding to Microsoft 365 security incidents, including reviewing sign-in and audit logs, recognising signs of compromise and taking appropriate action to secure affected accounts.
• Familiarity with ticketing systems, remote monitoring and management tools, and documentation platforms.

You should be comfortable investigating unfamiliar issues, researching possible solutions and recognising when to involve another engineer.

Beneficial experience

• FSLogix profile management and troubleshooting
• Linux administration and support
• Microsoft Azure and Azure Virtual Desktop
• PowerShell scripting and automation
• Infrastructure migrations and project delivery

Want to know more please contact Laura