Senior Support Services Agent

Package

£31,050 - £34,500 (salary dependent on experience) + Benefits

SF20290

Senior Support Services Agent at QinetiQ Farnborough site. Work with cutting‑edge technology and support the Support Services team.

Act as a technical and operational lead within the Support Services team, supporting the team lead and providing mentorship and escalation support to other agents.

• Providing first‑line support via phone, email, remote tools, and IT Service Management tools for IT‑related incidents and service requests
• Advanced troubleshooting of hardware, software, network, and account‑related issues in line with the technologies implemented
• Monitoring and managing daily ticket queues to ensure appropriate prioritisation, ownership, and timely resolution
• Allocating workload across agents, balancing operational demand and team capacity and accurately logging, categorising and prioritising tickets in line with defined SLAs
• Supporting the team leads with shift coverage planning and handover coordination
• Acting as a point of contact in the absence of the team leads for operational decisions or escalations
• Applying advanced troubleshooting skills across on‑prem and cloud‑based infrastructure (Active Directory, Azure AD, Microsoft 365, Windows, iOS and VPN)

• Extensive experience working in a service desk or IT support environment
• Proven ability to coach or mentor junior colleagues
• A strong working knowledge of Microsoft Windows 11/12, Microsoft 365, Teams, Share Point
• Good experience with Active Directory/ Azure AD user management, mobile device management (Intune)
• Previous experience VPN and MFA troubleshooting
• Prior experience showing

• ITIL Foundation Certification or working knowledge

We value difference and we don’t have a fixed idea when it comes to background or education, provided you can show the required level of experience and willingness to learn then we would like to hear from you.

This role is 37 hours per week based at our Farnborough site and is fully on‑site.

At our Farnborough site exciting work takes place at our state‑of‑the‑art facility, with high‑energy laser technologies, a 5 m pressurised wind tunnel with unique simulation capability, and large research and development projects.

All applicants must be eligible for SC clearance, as a minimum.

We are committed to building an inclusive, accessible and welcoming workplace. If you have a disability or need any reasonable adjustments during the recruitment process, please let us know by emailing int One of our recruitment team will contact you.

• Matched contribution pension scheme, with life assurance
• Generous holiday allowance, with the option to purchase additional days
• Options to join Health Cash Plan, Private Medical Insurance and Dental Insurance
• Employee discount portal:
  Personal Accident Insurance, Travel Insurance, Restaurants, Cinema Tickets and more
• Armed Forces community support and Gold Award standard in the Defence Employer Recognition Scheme
• Volunteering opportunities – helping charities and local community