Senior Information Technology

Senior Technical Support Engineer – Permanent – West Essex SUMMARY

We are seeking an experienced Senior Technical Support Engineer to provide high-quality technical support to customers across a broad range of IT and telecommunications services.

The role will involve resolving complex second- and third-line technical issues, supporting customer installations and helping to maintain consistently high service standards. The successful candidate will also provide day-to-day guidance and technical mentoring to junior engineers, offering some exposure to leadership without holding full responsibility for managing the team.

This is a hands‑on position suited to an experienced support engineer who enjoys solving technical problems, working directly with customers and taking greater ownership of service delivery.

The responsibilities of the Senior Technical Support Engineer will include:

• Provide second‑and‑third line technical support, taking ownership of complex incidents through to resolution.
• Support the wider technical team in achieving service, project and customer satisfaction objectives.
• Provide guidance, technical support and informal mentoring to junior IT Engineers.
• Assist with the coordination and prioritisation of support tickets during busy periods or in the absence of the Technical Support Team Leader.
• Maintain reliable Service Level Agreements for support tickets, ensuring issues are investigated, updated and resolved efficiently.
• Support customers across a range of technologies, including laptops, desktops, servers, Microsoft 365, hosted telephone systems, mobile devices, broadband services and cybersecurity solutions.
• Act as an escalation point for technical issues that cannot be resolved by first‑line or junior support engineers.
• Maintain accurate and consistent ticket records within Atera RMM, ensuring all actions, communications and resolutions are documented appropriately.
• Keep customer information and technical documentation accurate and up to date within Hudu.
• Identify recurring technical issues and recommend improvements to systems, documentation and support processes.
• Assist with customer projects, installations, migrations and equipment deployments.
• Travel to customer offices when required to install equipment, complete project work or resolve technical issues on‑site.
• Communicate clearly and professionally with customers, colleagues, suppliers and other stakeholders.
• Help maintain high customer satisfaction levels, with the aim of achieving consistently positive client feedback.
• Participate in the Out of Hours support rota, with a maximum commitment of one week per month. Additional Out of Hours payment will be provided.
• Provide operational support and technical direction to colleagues when senior management is unavailable.
• Demonstrate and promote the company’s core values in all areas of work:

Attitude, Integrity and Perseverance

The ideal candidate will have at least five years of experience within an IT support, managed services or telecommunications environment.

Applicants should have strong experience supporting a variety of customer systems and should be comfortable taking ownership of complex technical issues from initial investigation through to resolution.

Previous formal management experience is not essential. However, experience mentoring junior colleagues, acting as an escalation point or taking the lead during technical incidents would be advantageous.

The successful candidate should demonstrate:

• Strong second‑and‑third line IT support experience.
• A broad understanding of IT infrastructure, networking and telecommunications.
• Experience supporting Microsoft 365 environments, laptops, desktops, servers and mobile devices.
• Experience with hosted telephone systems, broadband services and cybersecurity solutions.
• Strong troubleshooting and problem‑solving abilities.
• The confidence to take ownership of complex incidents and customer escalations.
• The ability to provide clear technical guidance to junior colleagues.
• Excellent organisational and time‑management skills.
• Strong written and verbal communication skills.
• A professional and customer‑focused approach.
• The…