GreatFind Recruitment is working with a national organisation that delivers critical services and support across the country. The organisation operates a central head office alongside a distributed workforce and a high-impact national service, relying on resilient, secure and modern IT infrastructure.

The Role

The Senior IT Support Engineer will provide 3rd line technical expertise, acting as the escalation point for complex incidents while taking ownership of cloud, infrastructure and network support. This role plays a key part in strengthening IT service delivery, improving resilience and supporting a large remote user base through a hybrid Microsoft environment.

Key Responsibilities

• Act as senior escalation point for incidents, problems and service requests in line with ITIL
• Perform root cause analysis and implement long-term fixes to prevent recurrence
• Support and maintain Azure and Microsoft 365 infrastructure and services
• Own change management activities and service improvements
• Provide technical leadership and mentoring to support engineers
• Maintain high-quality technical documentation and SOPs

Key Attributes

• Strong problem-solving mindset with attention to detail
• Customer-focused with excellent stakeholder communication skills
• Confident operating in high-impact incident environments
• Collaborative team player with mentoring capability
• Calm, resilient and organised under pressure

Experience Required

• Proven experience operating at 3rd line IT support level
• Strong Microsoft Azure and Microsoft 365 administration experience
• Hands-on incident, problem and change management exposure
• Experience with ITSM tools and ITIL-based environments
• Background supporting hybrid, cloud and on-prem infrastructure

Salary & Benefits

• Salary up to £50,000
• Additional benefits package available

Location

• Central London
• Hybrid working (minimum two days per week in the office)