Senior IT Support Engineer

We are a growing, employee-owned digital transformation business, and our success is powered by our people and our technology. We believe in Nurturation—nurturing growth through collaboration—and we are now making a strategic investment in our internal capabilities by creating this new critical role. You won’t just be maintaining systems; you’ll be joining us as the Technology Owner who shapes our internal IT future and supporting our people to ensure we deliver amazing work.

We are seeking an experienced, autonomous, and ambitious Service Desk Lead to take full ownership of our internal technology environment and support services. This is a chance to support our move away from support being a managed service and build our tech ops function as a single, indispensable source of IT expertise, directly impacting the productivity of approximately 130+ staff as we grow and scale.

• Supporting our colleagues daily as the friendly expert face of IT. Your activities will include:
• Hardware support, dealing with issues with our equipment and liaising with suppliers, for servicing and replacement
• IT Security management, ensuring our endpoints are patched against vulnerabilities and our corporate firewalls are well maintained
• Networking support, ensuring our Azure resources are accessible and our office network and WIFI is reliable for our staff and visitors to utilise.
• Google Workspace and M365 management, ensuring that our team has access to what they need and that our data is both secure and backups are in place and reliable
• Asset management, ensuring that we effectively manage/document our hardware and software asset registries
• Service desk support, dealing with ad-hoc requests from the team in a responsive and friendly manner
• Drive Process Excellence (ITSM): Apply a proficient understanding of Agile methodologies (or similar Lean/ITSM principles) to manage our internal change control processes, handle Starters/Leavers, and continually challenge assumptions about how we operate. You will also be expected to support our recertification of Cyber Essentials Plus, a key requirement for our business to work with key clients.
• Solving Strategic Problems: Go beyond merely "fixing" issues. Identify recurring patterns, perform Root Cause Analysis (RCA) to uncover the underlying problems, and implement permanent, proactive solutions that ensure long-term stability.
• Be the Knowledge Curator: Create and maintain comprehensive, accessible technical documentation, ensuring that all vital system knowledge is structured and shared.

• Demonstrated, hands-on experience in a technical lead, Level 2/3 support, or previous MSP role, managing an environment of a similar size (~100+ users).
• A genuine commitment to continuous professional development and the ambition to stay ahead of new technologies (like those in Cloud, AI, and Dev Ops).
• Real-world experience supporting users across Google Workspace and Microsoft 365 platforms
• Someone who constantly challenges assumptions, solves problems, and focuses on the details to get things right.
• The ability to interact confidently with diverse individuals across all organisational levels, translating complex technical issues into clear, business-focused outcomes.
• Autonomy:
  Proven ability to manage your time effectively, prioritise tasks, and deliver results independently, owning the full spectrum of IT operations.

It would be great if you also had experience in some of these, but if not we’ll help you with them:

• Formal training or certification in ITSM (e.g., ITIL).
• Experience or deep exposure to formal Change Control environments.
• Service Management platforms such as Jira Service Management
• Relevant Microsoft (M365/Azure) or Networking certifications.

We’re an Employee-Owned Company. After 12 months – through the Employee Ownership Trust you will be part of the ownership of Answer; a major factor in driving engagement, retention and growth for our people

• Flexible annual leave (buy/sell and carry forward)
• Twice a year tax free bonus
• Continuous training and development - if you want to learn, we’ll provide all the…