Senior IT Support Engineer

Key Responsibilities Act as a senior point of contact for IT support and Infrastructure, providing high-quality assistance both in person and remotely. Troubleshoot and resolve complex hardware, software, networking, and identity-related issues across macOS and Windows environments. Support and administer core IT platforms including Google Workspace, OKTA, Slack, MDM solutions, and collaboration tools. Configure, deploy, and maintain laptops, mobile devices, peripherals, and office technology. Own onboarding and offboarding processes, ensuring secure and seamless user lifecycle management. Manage incidents, service requests, and escalations, ensuring SLAs are consistently met while maintaining excellent customer satisfaction. Maintain accurate IT asset inventory, lifecycle management, and hardware procurement processes. Identify recurring issues and proactively improve support processes, documentation, and automation opportunities. Collaborate with Security, Infrastructure, and Engineering teams on endpoint management, access controls, and security initiatives. Support office IT infrastructure, including Wi-Fi, meeting room technology, printers, VPN, and networking equipment. Mentor junior team members, share knowledge, and contribute to raising technical standards across the team. Stay up to date with emerging technologies and help drive adoption of new tools and best practices across the business. Required Skills, Knowledge and Expertise 5+ years of experience in IT Support, End User Computing, or a similar technical role. Strong troubleshooting skills across macOS and Windows environments. Experience administering Google Workspace, SSO, MDM platforms (such as Kandji, Hexnode or Ninja ONE), and SaaS applications. Good understanding of networking fundamentals, including DNS, DHCP, VPNs, Wi-Fi, and TCP/IP troubleshooting. Experience managing user identity, endpoint provisioning, and access management. Strong customer service mindset with excellent communication and stakeholder management skills. A proactive approach to identifying problems, improving processes, and driving operational efficiency. Ability to prioritise effectively, manage multiple competing requests, and remain calm under pressure. Nice to Have Experience with scripting or automation (PowerShell, Bash, Python, or similar). Experience with endpoint security, EDR, or device compliance solutions. Familiarity with cloud infrastructure (AWS or Google Cloud Platform). Experience supporting hybrid or global organisations across multiple offices and time zones.