Senior IT Support Engineer

IQ-EQ

5d • Hybrid

About The Position

This IT Support Engineer (Level 3) role is the top internal technical escalation resource, receiving complex tickets and project assignments through the service dispatcher and working closely with the Engineering Manager to ensure all work is completed within SLA. This role leads new client onboarding and infrastructure deployments, drives process documentation, and mentors junior engineers. Clear communication with the dispatcher on project timelines and escalation status is essential.

Requirements

• 5+ years of IT experience, preferably in an MSP/MSSP environment, with proven ability to manage complex workloads within a dispatcher-driven service model.
• Deep expertise in Microsoft 365 (E5, EMS E3), including Entra ID, Exchange Online, Intune, SharePoint, and Teams, with hands-on experience in environment buildouts and migrations.
• Strong technical skills in PowerShell and Microsoft Graph API, along with solid networking knowledge (DNS, VLANs, NAT, VPN) and experience with Cisco Meraki platforms.
• Experience supporting Windows 11, Windows Server (Azure and on-premises), macOS, and mobile device management via Intune, with strong attention to detail in documentation and time tracking.
• Excellent communication skills and professionalism.

Nice To Haves

• Preferred certifications (e.g., Microsoft, Azure, Meraki, ITIL)
• Experience using tools such as ConnectWise, IT Glue, and MDR/SOC platforms.

Responsibilities

• Manage escalated tickets and project assignments, ensuring clear communication with the dispatcher and resolution within SLA timelines.
• Serve as the highest escalation point, diagnosing complex technical issues, identifying root causes, and improving processes and documentation.
• Lead Microsoft 365 and cloud initiatives, including migrations, architecture (M365, Entra ID, Intune), and automation using PowerShell and Microsoft Graph.
• Design, deploy, and support Cisco Meraki network solutions, including security, segmentation, VPNs, and advanced troubleshooting across client environments.
• Lead client onboarding and project delivery, ensuring secure, reliable IT infrastructure while providing clear communication and aligning solutions with business and security goals.

Benefits

• Competitive financial packages based upon market rates for your role, proportionate to your qualifications, level of experiences and skills profile
• Generous employer contribution with the ability to increase employee contributions
• Additional social benefits such as medical insurance & life assurance
• Discounted gym memberships
• Opportunity to engage with our local community via sports activities, charity programmes & environmental initiatives
• We recognise the value of working flexibly and enable our employees to enjoy an excellent work-life blend
• We will ensure you have the right training, tools and development plan to grow and improve your skills every day.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed