Senior IT Support Engineer

This Role

Provides Level 2 IT support and technical administration across Microsoft 365, Intune, Cisco Meraki, and managed services environments, ensuring timely resolution of support requests, proactive system management, client satisfaction, operational efficiency, and adherence to service delivery standards.

What You Will Do

• You'll manage assigned support tickets, escalations, and project tasks through a dispatcher-driven service model, providing timely issue resolution, remote support, root-cause analysis, accurate documentation, knowledge base contributions, and detailed time recording to support service delivery and client billing requirements.
• You'll administer and support Microsoft 365 environments, including Exchange Online, Teams, SharePoint, OneDrive, Microsoft Entra ID, Conditional Access, MFA, SSPR, and Intune, while assisting with tenant migrations, environment buildouts, device management, application deployment, and automation using PowerShell and Microsoft Graph.
• You'll configure, manage, and troubleshoot Cisco Meraki networking solutions, including MX, MS, and MR devices, VLANs, firewall rules, DNS, NAT, VPN connectivity, domain management, and network remediation activities, escalating complex issues when appropriate.
• You'll support client onboarding, infrastructure deployments, and technology projects by providing remote, phone, email, and onsite technical support, clearly communicating complex technical information to non-technical stakeholders, and contributing to the implementation and optimisation of the organisation's technology stack.
• You'll maintain strong operational discipline by proactively communicating workload status, collaborating with internal teams, monitoring alerts and system health, supporting security and compliance initiatives, and ensuring high-quality service delivery across endpoint management, networking, cloud platforms, and managed services operations.