Senior IT Support Engineer job description

IT support — Senior IT Support Engineer
Handles complex faults and improves how the desk works.

REQUIRED SKILLS
Service Desk
- Ticket Triage and Prioritisation — You can set the triage rules for the desk, review priority calls that assessors disagree on, and adjust queues when volume shifts.
- Service Restoration Coordination — You can lead a major incident bridge, hold the response to a structured process under pressure, and run the post-incident review.
- IT Problem Investigation and Trend Analysis — You can investigate a problem to a confirmed root cause, propose a fix or workaround, and track it through to closure.
- Service Level Management — You can report SLA performance for the desk, identify which ticket types are driving misses, and propose a specific fix.

Endpoint Support
- Endpoint Provisioning and Configuration — You can plan a hardware refresh or OS migration across the fleet, sequencing it to avoid disruption, and set the standard image policy.
- Remote Troubleshooting and Diagnostics — You can set the remote support tooling and standards for the desk, and step in on the faults nobody else can pin down.
- Mobile Device Management — You can build and change enrolment and configuration profiles for the platforms in use, and work out why a device is not taking a policy. You handle a personal device without needing to ask how far the controls reach.
- Patch and Update Management — You can plan a round of updates yourself, choosing the order and timing so the fleet stays current without ruining anyone's day. You judge when a fix is urgent enough to skip the normal wait.
- Print and Peripheral Support — You can diagnose a peripheral fault end to end, through drivers, print servers and stubborn docking stations, and get the user working without a rebuild. You notice when the same model keeps failing and deal with the cause.

Identity & Access
- Identity and Account Lifecycle Management — You can audit the account lifecycle process for gaps, and fix the automation or handoff that keeps causing missed accounts.
- Onboarding and Offboarding Coordination — You can redesign the onboarding or offboarding process when it is missing steps or too slow, and measure whether the change worked.
- Access Reviews and Permission Audits — You can run a full review cycle across several systems on your own and close it out with the access actually removed. You notice the accounts no review covers, not only the ones on the list.
- Directory and Group Management — You can restructure a directory that has grown messy across sites or after a merger without breaking the systems that depend on it. You are who people call when a sync between the directory and another system falls apart.
- Password and Multi-Factor Authentication Support — You can work out why an account keeps locking or a factor keeps failing and fix the cause rather than only restoring access. You recognise a social engineering attempt in a reset request and stop it.

Infrastructure
- Network Fundamentals and Connectivity Support — You can troubleshoot connectivity across sites and remote networks, read a basic network diagram, and work with an ISP or network vendor on a fault.
- SaaS Application Administration — You can own the administration standard for the organisation's core SaaS platforms, and lead a migration or major configuration change.
- Cloud Storage and File Sharing Administration — You can set up storage for a team so the permissions still make sense a year later, and untangle a folder that has been shared far too widely. You migrate content between platforms without losing who had access to what.
- IT Asset and Licence Management — You can reconcile the register against what is actually deployed, investigate the gap, and correct the process that caused it.
- Backup and Data Recovery Support — You can plan and carry out a restore under time pressure, up to a whole machine, and say honestly how much data will be lost. You test restores before anyone needs one instead of trusting a green job status.

IT Operations
- Knowledge Base Authoring — You can spot which recurring tickets are missing an article, prioritise writing them, and keep existing articles from going stale.
- IT Vendor and Contract Coordination — You can keep cases open with several suppliers moving, hold them to their agreed response times and record what they have told you. You escalate inside the supplier when a case has clearly stalled.
- IT Operations Reporting and Metrics — You can build a report someone has specified from ticket, incident and asset data and say where each figure came from. You flag a data quality problem rather than presenting a number you do not trust.
- IT Shift Handover and Escalation Management — You can judge what is worth waking someone for and what can wait until morning, and get that right most of the time. You pick up a half-finished incident without starting the diagnosis again.
- IT Operations Planning and Capacity — You can put together the resourcing or renewal numbers for part of the IT function and state what they assume. You raise the gap between what is planned and what the team can actually staff.

Delivery
- Project Management — You can run a multi-person project end to end: you set the scope, track the dependencies between the people involved, and re-plan when reality moves.
- Planning & Estimation — You can estimate a whole project including its risks and unknowns, split it into milestones, and hold the estimate up under challenge.
- Ownership & Accountability — You can hold accountability for outcomes delivered mostly by other people, absorbing the blame when it fails and passing on the credit when it works.
- Quality Focus — You can design the quality practice for complex work owned by several teams, and you anticipate the failure modes that only appear once systems interact.

Craft
- Problem Solving — You can solve problems in domains where you are not the expert, and your solutions hold up on cost, performance, and maintainability at once.
- Domain Expertise — You can be the person the team consults on your area, and you follow where the field is moving and apply it where it pays off.
- Continuous Learning — You can judge which new ideas are worth the team's time and which are not, and you make room for the people around you to learn too.

Communication
- Communication — You can bring disagreeing groups to a shared understanding, and colleagues come to you for help framing a difficult or sensitive message.
- Collaboration — You can align teams with competing priorities on a common goal, surfacing the conflict early instead of letting it harden into resentment.
- Technical Writing — You can own the documentation of a large project, coordinating contributions so the work can be maintained by people who never built it.
- Stakeholder Management — You can win support for a proposal, reset expectations when the plan changes, and refuse a request with a reason the other side accepts.

Leadership
- Leadership — You can take charge of work with no clear owner, motivate people who do not report to you, and make calls others are willing to follow.
- Mentoring — You can mentor someone over months, tell them the uncomfortable thing they need to hear, and adapt how you teach to how they learn.
- Strategic Thinking — You can look a year ahead in your area, name what will matter by then, and turn that into work people can pick up now.

REQUIRED CERTIFICATIONS
- CompTIA A+ (required from IT Support Engineer)
- CompTIA Network+ (required from Senior IT Support Engineer)
- ITIL 4 Foundation (required from Senior IT Support Engineer)