Senior IT Engineer

Location: Tooting

Senior IT Engineer Cheltenham based - Onsite with occasional customer visits £30-40k MSP/Education background advantageous About the Company A growing, medium-sized IT support company providing reliable and professional technology services to a range of educational establishments and businesses. Our services include IT support, Microsoft 365, cloud services, networking, cybersecurity, backup and infrastructure management. We are looking for an enthusiastic and customer-focused Senior IT Engineer to join our team.

This is an excellent opportunity for someone who enjoys solving technical problems, working with customers and developing their IT skills in a varied support environment.

The Role As a Senior Engineer, you will provide technical support to our customers, resolving incidents and service requests across a range of hardware, software, networking and cloud technologies. You will work as part of a collaborative technical team, taking ownership of support tickets from initial diagnosis through to resolution while ensuring customers receive a professional and friendly service. The role will involve a mixture of remote support, telephone support and onsite customer visits .

Key Responsibilities
· Provide technical support to customers.
· Respond to and resolve IT incidents and service requests within agreed SLAs.
· Troubleshoot hardware, software, networking and connectivity issues.
· Support Microsoft Windows desktops, laptops and applications.
· Administer and troubleshoot Microsoft 365 services, including Exchange Online, Teams, SharePoint and One Drive.
· Manage user accounts, permissions and access using Microsoft Entra  / Active Directory.
· Install, configure and maintain computers, laptops, printers and other IT equipment.
· Troubleshoot network connectivity, Wi-Fi, VPN and basic firewall issues.
· Assist with onboarding and offboarding users.
· Support antivirus, endpoint security, backup and monitoring solutions.
· Maintain accurate documentation.
· Escalate complex issues when appropriate.
· Communicate technical information clearly to both technical and non-technical customers.
· Carry out onsite support visits when required.
· Assist with IT projects, upgrades and cloud migrations.
· Maintain a high standard of customer service and professionalism at all times. Essential Skills & Experience
· Previous experience working in an IT support or service desk environment.
· Good knowledge of Microsoft Windows operating systems.
· Experience troubleshooting hardware, software and networking issues.
· Working knowledge of Microsoft 365.
· Experience of working with SharePoint, including designing and constructing sites.
· Understanding of Active Directory and user/account administration.
· Good understanding of TCP/IP, DNS, DHCP and basic networking concepts.
· Experience using ticketing/service management systems.
· Strong troubleshooting and problem-solving skills.
· Excellent written and verbal communication skills.
· Ability to prioritise workloads and manage multiple support requests.
· Strong customer service skills.
· Ability to work independently as well as part of a technical team.
· Full UK driving licence, or the ability to travel to customer sites where required. Personal Attributes We are looking for someone who:
· Enjoys helping people and solving technical problems.
· Has a genuine interest in technology and keeping their technical knowledge up to date.
· Takes ownership of problems rather than simply passing them on.
· Can explain technical issues in a clear and non-technical way.
· Remains calm and professional when dealing with challenging situations.
· Is organised and able to manage competing priorities.
· Has good attention to detail.
· Works well within a…