Senior IT Support Engineer job description

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

RESPONSIBILITIES
- Own the administration standard for the organization's core SaaS platforms, and lead a migration or major configuration change.
- Set the triage rules for the desk, review priority calls that assessors disagree on, and adjust queues when volume shifts.
- Lead a major incident bridge, hold the response to a structured process under pressure, and run the post-incident review.
- Investigate a problem to a confirmed root cause, propose a fix or workaround, and track it through to closure.
- Report SLA performance for the desk, identify which ticket types are driving misses, and propose a specific fix.
- Plan a hardware refresh or OS migration across the fleet, sequencing it to avoid disruption, and set the standard image policy.

REQUIREMENTS
- Experience at the IT Support Engineer level (level 2 of 5) or equivalent
- Holds CompTIA A+, CompTIA Network+ and ITIL 4 Foundation

REQUIRED SKILLS
Service Desk
- Ticket Triage and Prioritization — 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.
- User Communication and Service Experience — You can handle complex complaints from users or managers, and use satisfaction results to change how the desk communicates.

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 enrollment and configuration profiles for the platforms in use, and diagnose why a device is not taking a policy.
- Patch and Update Management — You can plan an update round, choosing order and timing that limit disruption, and 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.
- Endpoint Security Operations — You can set application controls on managed devices, and investigate a device whose security agent reports a threat.

Identity & Access
- Identity and Account Lifecycle Management — You can audit the joiner, mover and leaver process for gaps, and fix the automation or handoff that causes missed accounts.
- Access Reviews and Permission Audits — You can run a review cycle across several systems alone, and close it with access removed and unreviewed accounts found.
- 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.
- Password and Multi-Factor Authentication Support — You can find why an account keeps locking or a factor keeps failing and fix the cause, and stop a social engineering attempt made through a reset request.

Infrastructure
- Network 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 organization's core SaaS platforms, and lead a migration or major configuration change.
- Cloud Storage and File Sharing Administration — You can set up team storage with a documented reason for each permission, and untangle folders that are shared too widely.
- IT Asset and License 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 carry out a restore up to a whole machine under time pressure, and state in advance how much data will be lost.

IT Operations
- Knowledge Base and User Enablement — You can write articles for recurring tickets that have none, and update or retire articles that have gone 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 specified report from ticket, incident and asset data, naming the source of each figure and flagging data quality problems.
- IT Shift Handover and Escalation Management — You can judge what is worth waking someone for and what can wait until morning, and pick up a half-finished incident without restarting the diagnosis.
- IT Operations Planning and Capacity — You can prepare resourcing or renewal numbers for part of the IT function with the assumptions stated, and raise the gap between plan and staffing.
- IT Change Management — You can assess the impact of a change across several systems, and present it for approval with a tested rollback plan.

Delivery
- Project Management — You can coordinate a small team's work on a shared goal: who does what by when, what has to wait for what, and a revised plan when things change.
- Planning & Estimation — You can estimate a whole project including its risks and unknowns, split it into stages, and defend the estimate when it is challenged.
- Ownership & Accountability — You can hold accountability for outcomes delivered mostly by other people, taking the blame when it fails and passing on the credit when it works.
- Quality Focus — You can set how quality is checked on complex work shared by several teams, and you spot the problems that only appear where their pieces meet.

Craft
- Problem Solving — You can make the call on a problem outside your expertise and explain its cost, time and risk.
- Domain Expertise — You can advise the team on your area and apply new developments in the field where they pay 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 agreement on the facts and the next steps, and help colleagues frame 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.
- Writing & Documentation — You can own the documents behind a large piece of work, coordinating contributions so that people who were not involved can carry it on.
- Stakeholder Management — You can win support for a proposal, reset expectations when the plan changes, and turn down a request with a reason the other side accepts.

Leadership
- Leadership — You can lead one piece of work shared by several people, on your own team and beyond, and make calls that they act on.
- 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)