Senior Support Services Agent
Job in
Farnborough, Hampshire County, OX17, England, UK
Listed on 2026-09-13
Listing for:
Matchtech
Full Time
position Listed on 2026-09-13
Job specializations:
-
IT/Tech
IT Support, Systems Administrator, HelpDesk/Support, Technical Support
Job Description & How to Apply Below
Based in Farnborough | Competitive Salary
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)
- 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
Position Requirements
10+ Years
work experience
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