Senior IT Support Engineer

Job Description

The IT Support Engineer (Level 3) 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.

Key Responsibilities

Dispatched Work & Ticket Management

• Receive and work all escalated tickets and project assignments through the service dispatcher; maintain clear, timely communication with the dispatcher on status, timelines, and capacity.
• Work directly with the Engineering Manager and dispatcher to ensure project tasks and escalated tickets are resolved within SLA.
• Act as the highest internal escalation tier, diagnosing and resolving complex technology issues across client environments.
• Establish, document, and implement technology processes and procedures; maintain and improve the shared knowledge base.
• Identify and resolve root causes of escalated and recurring issues in coordination with the engineering team.
• Coordinate with the dispatcher for scheduling onsite client visits and project-related travel.
• Enter time accurately on all tickets and project tasks to ensure proper client billing.
• Stay current on emerging technologies and evaluate their potential impact on our clients and operations.

Microsoft 365 & Cloud Administration

• Lead Microsoft 365 environment buildouts and migrations (tenant-to-tenant, on-premises to cloud, Google Workspace to M365).
• Architect and administer Microsoft 365 E5 and EMS E3 environments including Exchange Online, Teams, SharePoint, OneDrive, and Microsoft Purview.
• Design and enforce Microsoft Entra ID configurations including Conditional Access, PIM, identity governance, and enterprise application integrations.
• Own Microsoft Intune device management strategy for Windows 11 Pro, macOS, iOS, and Android (BYOD via Company Portal).
• Develop and maintain PowerShell and Microsoft Graph API scripts at an intermediate-to-advanced level to automate administrative tasks and client environment management.

Networking – Cisco Meraki

• Architect and deploy Cisco Meraki solutions including MX security appliances, MS switching, and MR wireless for new and existing client environments.
• Design network segmentation (VLANs), firewall policies, content filtering, VPN configurations, and IDS/IPS settings.
• Provide expert-level troubleshooting for routing, DNS, NAT, and connectivity issues across client networks.
• Lead network infrastructure replacement projects during new client onboarding and refresh cycles.

Client & Project Support

• Lead new client onboarding deployments including onsite network infrastructure replacement and back-end Microsoft 365, Intune, and Entra ID configurations.
• Contribute to the development and implementation of our technology stack, ensuring alignment with business goals and security standards.
• Provide clear, professional communication to clients on project status, technical findings, and strategic recommendations.
• Ensure the security, reliability, and efficiency of managed client IT infrastructure.

Qualifications

Required Qualifications

• 5+ years of relevant IT experience; MSP or MSSP background strongly preferred.
• Demonstrated experience with Microsoft 365 environment buildouts and migrations. With deep expertise in Microsoft 365 E5, EMS E3, Entra ID, Exchange Online, Intune, SharePoint, and Teams.
• Intermediate-to-advanced PowerShell and Microsoft Graph API scripting skills. With Strong networking background: routers, DNS, VLANs, NAT, VPN, and Cisco Meraki platform experience.
• Workstation and server experience: Windows 11, Windows Server (Azure VM and physical), macOS.
• Proven ability to manage a high-complexity workload within a dispatcher-assigned service model while maintaining clear communication on priorities and timelines.
• Excellent communication skills; capable of providing email, phone, and onsite support. With high level of accuracy and attention to detail; disciplined in time entry and documentation practices.

Preference:

You hold—or are pursuing—advanced certifications such as:

• Microsoft 365 Certified: Administrator Expert
• Microsoft Certified: Identity and Access Administrator (SC‑300)
• Microsoft Certified: Azure Administrator Associate (AZ‑104)
• Microsoft Certified: Endpoint Administrator Associate (MD‑102)
• Microsoft Certified: Azure Security Engineer Associate (AZ‑500)

You may also have additional credentials, such as:

• Cisco Meraki CMNO (advanced) or CMNA with significant deployment experience
• ITIL Practitioner or Intermediate‑level certification
• Experience working with Microsoft Purview, Azure Virtual Desktop (AZ‑140), or hybrid identity implementations
• Experience using IT Glue or a similar documentation platform

Tools & Technology Environment

You work confidently across the following technologies:

Productivity & Cloud:
You operate within Microsoft 365 E5 + EMS E3, including Exchange Online, Teams, SharePoint, and OneDrive.

Identity & Access:
You manage Microsoft Entra ID, Conditional Access policies, Privileged Identity Management (PIM), and Self-Service Password Reset (SSPR).

Device Management:
You manage and secure devices using Microsoft Intune / Endpoint Manager.

Scripting:
You create or modify automation using PowerShell and the Microsoft Graph API.

Endpoint OS:
You primarily support Windows 11 Pro, with macOS as a secondary platform.

Mobile / BYOD:
You manage iOS and Android devices using the Company Portal under Intune MDM/MAM.

Networking:
You work with Cisco Meraki devices, including MX, MS, and MR series hardware.

PSA:
You use ConnectWise PSA (Manage) for service operations.

RMM:
You utilize ConnectWise Automate for remote monitoring and management.

Remote Support:
You provide support using ConnectWise ScreenConnect.

Email Security:
You work with an AI‑powered email security solution.

MDR / SOC:
You rely on a managed detection and response platform with 24/7 SOC coverage.

Additional Information

OUR COMMITMENT TO YOU AND THE ENVIRONMENT

Sustainability is integral to our strategy and operations. Our sustainability depends on us building and maintaining long-term relationships with all our stakeholders – including our employees, clients, and local communities – while also reducing our impact on our natural environment.

There is always more we can, and should do, to improve – whether in relation to our people, our clients, our planet, or our governance. Our ongoing success as a business depends on our sustainability and agility in a changing and challenging global landscape. We’re committed to fostering an inclusive, equitable and diverse culture for our people, led by our Diversity, Equity, and Inclusion steering committee.

Our learning and development programmes and systems (including PowerU and MyCampus) enable us to invest in growing our employees’ careers, while our hybrid working approach supports our employees in achieving balance and flexibility while remaining connected to their colleagues. We want to empower our 5,800+ employees - from 94 nationalities, across 25 countries - to each achieve their potential. Through IQ-EQ Launchpad we support women managers launching their first fund, in an environment where only 15% of all private equity and venture capital firms are gender balanced.

We’re committed to growing relationships with our clients and supporting them in achieving their objectives. We understand that our clients’ sustainability and success leads to our sustainability and success. We’re emotionally invested in our clients right from the beginning.