Senior Information Technology Support Engineer
2 days ago
Senior IT Support Engineer
My clients are seeking an experienced and proactive Senior IT Support Engineer for a permanent role within a dynamic, fast-paced environment at a leading macro-economic research firm. This position is based in London and will provide IT support across three global sites: London, Toronto, and Singapore. Reporting directly to the Lead IT Support Engineer, this role will be part of an established in-house Information Technology team.
The Senior IT Support Engineer will lead various expansion and integration projects while ensuring smooth operation, configuration, and maintenance of IT systems. This individual will deliver high-quality application and desktop support to approximately 140 users. A strong understanding of Cyber Security practices will be essential to succeed in this role.
Key Responsibilities
- Provide user support, resolve incidents, and address queries within defined SLAs, ensuring compliance with company policies.
- Take ownership of requests, keeping stakeholders informed throughout the resolution process.
- Monitor key systems, execute upgrades, and perform regular maintenance and administrative tasks.
- Manage hardware and software assets, including procurement and licensing.
- Maintain detailed documentation during the incident resolution process, logging decisions, actions, and communications.
- Assist with office moves, events, and other key business occasions as needed.
- Train staff on appropriate tools, systems, and methodologies to enhance IT competence.
- Troubleshoot and support business hardware, including printers, mobile devices, and AV equipment.
- Develop PowerShell scripts to automate repeatable tasks.
- Implement and maintain company IT standards, processes, and procedures.
- Support the implementation of Single Sign-On (SSO) and federated login across all systems.
- Automate processes related to onboarding and offboarding employees.
- Deploy and manage applications and policies via Intune.
- Administer and support SharePoint.
- Diagnose and resolve hardware and software issues efficiently.
- Drive innovation and continuous improvement in IT processes.
- Collaborate with stakeholders and suppliers to select and implement new systems.
- Stay informed about the latest software and technology trends, recommending beneficial upgrades or new systems.
- Ensure all applications meet business needs, end-user requirements, and security standards.
- Provide multi-tiered support (1st, 2nd, and 3rd line) and handle escalated issues.
- Document systems, processes, and solutions thoroughly.
- Promote Cyber Security awareness and best practices.
- Ensure compliance with data privacy and protection standards.
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