Job Description

Role Overview

We are seeking an experienced Senior Systems Engineer with an IT support background. The successful candidate will provide first-line support and serve as an escalation point within the Service Desk team, providing advanced technical support, mentoring junior colleagues, and ensuring smooth IT operations across the organisation

The role requires deep technical knowledge in Microsoft 365, Azure AD, and Intune and SharePoint Admin, alongside strong problem-solving and communication skills

Note: The role is primarily direct engagement with end users, together with system administration, supporting our internal business functions, with some ad-hoc project involvement

Key Responsibilities

• Provide advanced support for users across desktop, application, and mobile platforms.
• Windows Server Maintenance: build and repair
• Resolve first line when require, acting as an escalation for junior members of service desk team, resolve, track, incidents and service requests accordingly via Mars service portal, ensuring timely resolution.
• Manage and troubleshoot Azure AD users and devices, including conditional access and identity management.
• Configure, deploy, and maintain Intune policies, profiles, and compliance settings across corporate devices.
• Device patching and installation of Networking equipment, addressing vulnerabilities, aligning to NIS2, ISO
• Support and optimise device management (Windows, iOS, Android) through Intune and Endpoint Manager.
• Maintain and improve endpoint security baselines and compliance standards using CVSS benchmarking.
• Document processes, knowledge base articles, and contribute to Service Desk and continuous service improvement.
• Collaborate with infrastructure, networking, and security teams to ensure seamless IT operations and risk mitigation.

Key Characteristic

• Proactive: Anticipates issues, recommends improvements, and identifies recurring problems
• Ownership mindset: Takes accountability from initial ticket to resolution
• Strong communicator: Able to explain technical solutions clearly to non-technical colleagues
• Collaborative: Works well with cross-functional teams and supports junior colleagues
• Customer-focused: Delivers a high standard of service with empathy and patience
• Organised and detail-oriented: Manages workload effectively in a fast-paced environment
• Continuous learner: Keeps up to date with modern workplace and cloud technologies

Essential

Skills:

• 5–10 years in IT Service Desk/Desktop Support roles, with exposure to 2nd/3rd line responsibilities
• Strong expertise with Windows 10/11 VDI & FAT device management and troubleshooting
• Hands-on experience with Microsoft Intune (Endpoint Manager) for: Policy configuration (compliance, configuration, device restriction Application deployment (Win32, LOB, Microsoft
• Store apps)Device Enrolment (Autopilot, BYOD, corporate devices)

• Advanced knowledge of Azure Active Directory, including: Conditional Access,
• Role-based access control (RBAC), Hybrid identity (Azure AD Connect), SSPR

• Proficiency with Microsoft 365 administration (Exchange Online, Teams, OneDrive, SharePoint).
• Familiarity with endpoint security (BitLocker, Defender for Endpoint, MFA).Good working knowledge of Network Fundamentals (VPN, DNS, DHCP, TCP/IP) for troubleshooting.
• Experience with Remote Support Tools (e.g., TeamViewer, RDP, etc)

• .Experience with Ticketing Systems, SLA adherence and Priority Management (e.g., Fresh Service, Service Now, etc).
• Scripting knowledge (PowerShell) for automation and troubleshooting (advantageous)
• .ITIL Foundation certification or a strong understanding of ITIL best practices is preferred

Additional Experience (Desirable):

• Experience with AWS VPN Client and Infrastructure.Thin Client & Virtualised environments AWS/Azure/IGEL Asset Management
• Workflow Management within a ticketing system, preferably Fresh Service.
• Internet scanning tools and associated policy management, such as Zscaler or equivalent
• Email filtering tools and associated policy management, such as a Mimecast equivalent
• Patching identification tools such as Qualys and remediations such as Intune script and or Ninja One
• Network review and troubleshooting with tools such as Meraki

Qualifications

Preferred but not Mandatory

• Microsoft Certified: Modern Desktop Administrator Associate
• Microsoft Certified: Endpoint Administrator / Security Administrator
• Associate Microsoft Certified: Azure Fundamentals / Administrator Associate
• ITIL Foundation V3/V4