Senior Support Services Agent
Job in
Farnborough, Hampshire County, OX17, England, UK
Listed on 2026-09-01
Listing for:
FBI &TMT
Full Time
position Listed on 2026-09-01
Job specializations:
-
IT/Tech
IT Support, Systems Administrator, HelpDesk/Support, Technical Support
Job Description & How to Apply Below
The Role As a Senior Support Services Agent, you'll act as a technical and operational lead within the Support Services team, supporting the Support Services Team Lead in day-to-day oversight whilst providing mentorship and escalation support to other Support Service Agents Day-to-day, you'll bring advanced technical expertise, foster knowledge sharing, and ensuring the teams activities align with defined standards and service level agreements.
Your responsibilities will include:
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 requests 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 Support Services Team Leads with shift coverage planning and handover coordination Acting as a point of contact in the absence of the Team Leads for operational decision or escalations Applying advanced troubleshooting skills across on-prem and cloud-based infrastructure (Active Directory, Azure AD, Microsoft 365, Windows, iOS and VPN) Essential experience of the Senior Support Services Agent:
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, SharePoint Good experience with Active Directory/ Azure AD user management, mobile device management (Intune) Previous experience VPN and MFA troubleshooting Prior experience showing Essential qualifications for the Senior Support Services Agent: ITIL Foundation Certification or working knowledge Interested?
Apply today via the link provided.
Position Requirements
10+ Years
work experience
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