Senior IT Support Engineer

uniQure•Lexington, KY

3h•$88,000 - $113,000•Hybrid

About The Position

At uniQure, we are delivering on the promise of gene therapy and delivering hope for patients facing urgent unmet medical needs. Every role in our organization carries profound purpose; whether you're in research, operations, access, or support, your contributions impact patients. We're seeking passionate professionals who thrive in high-stakes environments, uphold rigorous quality standards, and share our relentless commitment to transforming the lives of patients. Join us in making the impossible possible, where your expertise becomes a catalyst for life-changing treatments. Part of the Global IT team, the Senior IT Support Engineer is the senior on-site technical support expert in the Lexington office and, working alongside the US IT Lead, the go-to escalation point for end-user support from a US operations perspective. Your primary focus is Microsoft 365 administration and support, Entra ID identity and access management (user and group lifecycle, access assignment, conditional access and MFA policies), and Microsoft Teams support, including Teams calling and collaboration. Secondary to that focus, you remain accountable for the broader Lexington end-user landscape — Windows and macOS devices, (mobile) telephony, file shares and meeting-room / video conferencing equipment. Lexington runs a mixed device estate in which macOS represents the largest share of the installed base, so strong macOS support capability is essential; you support every function in the US organization across both platforms. A substantial part of the US population works remotely or in the field rather than from the Lexington office, so a large share of your support is delivered remotely — remote troubleshooting, remote device management and shipping or provisioning devices to users you will not see in person — while you remain the on-site presence for the Lexington facility itself. You ensure that all IT services are maintained to a high standard, and you provide day-to-day support to all end-users as required. Together with the Lexington Support Engineers you run the uniQure IT helpdesk and resolve user issues, consult for best solutions, and oversee data management processes. The Senior Support Engineer investigates, diagnose and resolves reported incidents using the ticket system. You ensure that all IT services are maintained, and user calls properly addressed and make recommendations for improving the company’s IT systems towards the System Engineers, the Application Engineers or the Solution Architect. uniQure IT operates as one global team serving all uniQure entities and locations — today the United States, the Netherlands and Switzerland, and additional entities such as the United Kingdom as the company grows. IT staff are currently based in Amsterdam (AMS) and Lexington (LEX), and the team supports every entity from those two locations, remotely where time differences allow. You work day to day with your AMS-based colleagues as a single support group: Lexington is your primary base and first responsibility, and you also support users at the other entities and global services where needed, just as the AMS team supports Lexington. Global Microsoft 365, Entra ID and Teams standards, changes and support handovers are set and maintained jointly, so there is one way of working across sites rather than two local functions. You support the Senior Cyber Security Engineer on security-related matters affecting Lexington — incident follow-up, hardening, access reviews and remediation — and you support the Senior System Engineer on Lexington infrastructure support such as network, server and meeting-room infrastructure. You work directly with the Lexington Support Engineers as the senior engineer in the support group: you provide the technical depth, take the escalations they cannot resolve, and set the technical standard for how issues are handled — technical seniority and guidance rather than line management. Alongside this, the US IT Lead holds overall responsibility for IT at the Lexington site, and you align with the Lead on local priorities, planning and site-wide IT matters. As a Senior, you identify how recurring issues can be solved structurally at scale — through Microsoft 365 and Entra ID configuration and through our central deployment platform Intune. Together with your counterpart, the Sr. Support Engineer in Amsterdam, you co-own and direct the global standards for onboarding new users and provisioning their devices and access — one joint standard applied across all locations, not a local variant per site. Intune is therefore a core part of this role: strong, hands-on Intune proficiency is expected for device enrolment, configuration profiles, compliance policies and application deployment.

Requirements

Demonstrable hands-on experience administering and supporting Microsoft 365, Entra ID (identity, access, conditional access, groups) and Microsoft Teams, including Teams calling, in an international enterprise environment
College, or ICT or equivalent grade in Computer Sciences
Working experience or certifications
Minimum 8 years of experience in a technology services role — Support Engineer, Service Administrator or equivalent — working to ITIL-based service management practices (incident, request, change and knowledge management); ITIL certification is an advantage.
Strong hands-on experience managing Intune — device enrolment, configuration profiles, compliance policies and application deployment
Strong macOS support skills — macOS is the predominant platform in the Lexington office — combined with solid Windows client support experience; experience managing both platforms through Intune is an advantage
Proven ability to support remote and field-based users effectively — remote troubleshooting, remote device management and provisioning, and clear guidance to users who are not on site
Demonstrated knowledge and strong understanding of a wide range of relevant technology
Experience working in a commercial organization
Good communication skills both written and verbal
Physically able to manage/support workplaces

Nice To Haves

Experience in a multi-cultural international organization is preferred

Responsibilities

Administers and supports Microsoft 365 for the Lexington office as the primary responsibility of the role, including Exchange Online, SharePoint Online and OneDrive configuration, licensing and end-user support.
Administers Entra ID identity and access management: user and group lifecycle, role and access assignment, conditional access and MFA policies, and periodic access reviews.
Owns Microsoft Teams support for Lexington including Teams calling, meeting rooms, collaboration governance and troubleshooting.
Co-owns and directs the global standards for onboarding new users — account, access and device provisioning — together with the Sr. Support Engineer in Amsterdam, and maintains those standards in Intune (device enrolment, configuration profiles, compliance policies and application deployment).
Operates as part of one global IT team with the Amsterdam (AMS) colleagues: aligns on global Microsoft 365, Entra ID and Teams standards, changes, projects and support handovers, provides support to users and to global services where needed and receives the same support back for Lexington.
Works directly with the Lexington Support Engineers as the senior engineer in the support group — the technical go-to and escalation point — setting the technical standard for how issues are resolved and guiding the engineers technically.
Aligns with the US IT Lead, who holds overall responsibility for IT in Lexington, on local priorities, planning and site-wide IT matters.
Acts as the local counterpart for the Sr. Cyber Security Engineer on security-related matters and for the Sr. System Engineer on infrastructure matters affecting Lexington, coordinating and executing that work on the ground.
Responds to and resolves IT requests and queries logged via the IT support system according to the priorities set and ensures IT administration is handled properly and in a timely manner.
Provides helpdesk support to colleagues in the Lexington facilities together with the Support Engineers, covering a mixed macOS and Windows device estate in which macOS is the largest share, plus mobile telephony and meeting-room equipment.
Performs Application and User Management as first or second contact for assigned applications, acts as backup Application Manager for specified systems, and maintains the related work instructions.
Ensures that the uniQure IT environment remains compliant with relevant regulatory and quality requirements and participates in internal and external audits.
Responsible for identity, endpoint and application security tasks within the support scope and for software updates, in alignment with the Sr. Cyber Security Engineer, and follows change control procedures.
Responsible for asset and knowledge inventory management.