RED Global
Senior Information Technology Engineer
London
£45k – £50k/yr
Posted about 21 hours ago
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Senior IT Engineer
Hybrid (3 days in the office)
Full-time
RED is a global fast-paced recruitment company with offices across the US and Europe, with our HQ in Shoreditch, London.
The Senior IT Engineer is a hands-on, helpdesk-first role requiring strong technical support experience, broad infrastructure knowledge, operational discipline, and clear documentation. The successful candidate will combine reliable day-to-day support with proactive monitoring, continuous improvement, and defined project delivery, building towards greater responsibility in systems administration and infrastructure engineering.
Role Purpose and Career Progression
- The role is primarily focused on hands-on 1st and 2nd line helpdesk support, with appropriate 3rd line tasks, routine systems administration, and technical project work. It offers a clear progression path into systems administration and wider infrastructure engineering as the individual develops their technical capabilities.
Responsibilities
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Helpdesk and Technical Support
- Provide day-to-day technical support, taking ownership of incidents and service requests from initial investigation through to resolution or documented escalation.
- Troubleshoot hardware, software, application, and connectivity issues methodically, maintain accurate Freshservice tickets, and keep users informed throughout.
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User Administration and Lifecycle Management
- Manage employee onboarding, offboarding, and account changes across Microsoft 365, Entra ID, Active Directory, and business applications.
- Ensure accounts, licenses, permissions, access rights, and associated records are accurate, secure, and completed on time.
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Hardware and Endpoint Management
- Build, configure, deploy, maintain, and troubleshoot laptops and other endpoint devices, including managing Intune enrollment, patching, and device compliance.
- Maintain accurate asset records, oversee equipment repairs and replacements, and manage stock, warranties, and hardware lifecycles.
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Microsoft 365 Administration
- Provide routine administration, support, and troubleshooting across Exchange Online, Teams, SharePoint, OneDrive, Entra ID, Intune, Defender, and Microsoft 365 Apps.
- Resolve routine issues independently, investigate more complex problems, and provide clear technical findings when escalation is required.
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Business Applications and CRM Support
- Provide day-to-day operational support for Dynamics 365, RED's CRM environment, and its wider portfolio of business applications.
- Manage access and configuration, investigate application and integration issues, work with suppliers where necessary, and maintain clear operational documentation; previous Dynamics 365 experience is desirable rather than essential.
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Server and Virtualisation Management
- Support the routine operation, maintenance, and monitoring of Windows Server, Active Directory, DNS, DHCP, and virtualisation platforms such as VMware vSphere and vCenter.
- Monitor system health, performance, capacity, and alerts, assist with maintenance and virtual machine management, and escalate significant risks or design decisions to senior technical colleagues.
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Networking and Cisco Meraki
- Monitor and maintain the company's network environment, including Cisco Meraki equipment, Wi-Fi, VPN, and firewall services.
- Troubleshoot connectivity issues, support approved configuration changes and routine maintenance, and maintain accurate network documentation while applying strong networking fundamentals.
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Backup, Recovery, and Migration
- Monitor backup systems, investigate failed jobs, support restore requests, and assist with recovery testing to ensure data and services remain protected.
- Support migrations across Microsoft 365, endpoints, infrastructure, and business applications, including planning, testing, troubleshooting, cutover, validation, and handover using tools such as BitTitan or AvePoint.
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Proactive Monitoring and Estate Health
- Complete daily, weekly, and monthly checks across service desk tickets, endpoints, security, backups, servers, networking, virtualisation, and business applications.
- Investigate identified issues, record findings, assign ownership, and track remediation to completion, with the aim of preventing disruption, maintaining compliance, and reducing recurring incidents.
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Continuous Improvement and Automation
- Identify repetitive, inefficient, or time-consuming processes and recommend safe, practical ways to simplify or automate them.
- Use tools such as PowerShell, Power Automate, workflows, reporting, and integrations where appropriate, ensuring changes are documented, tested, and approved before replacing existing processes.
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Project Work and Technical Change
- Support senior engineers with infrastructure upgrades, migrations, endpoint deployments, application changes, security improvements, and other technology projects.
- Take ownership of defined workstreams, including planning, dependencies, risk assessment, testing, implementation, rollback, communication, and handover, while involving senior colleagues in significant changes and technical decisions.
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Documentation and Knowledge Management
- Produce and maintain accurate, accessible technical documentation covering systems, configurations, network diagrams, support procedures, recovery processes, migrations, and technical changes.
- Record troubleshooting findings, known issues, and resolutions, update documentation as environments evolve, and ensure all significant project and change work includes a complete handover.
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Organisation, Ownership, and Follow-Through
- Prioritise competing demands, manage reactive support alongside planned operational tasks, and ensure work is completed or formally handed over.
- Take responsibility for tickets, incidents, and projects, raise blockers early, investigate unfamiliar technologies independently where possible, and maintain clear ownership of outstanding actions.
Essential Technical Skills and Experience
- The successful candidate must have strong 2nd line support experience with meaningful 3rd line exposure, alongside practical knowledge of Microsoft 365, Entra ID, Active Directory, Intune, Windows Server, endpoints, and Cisco Meraki.
- Strong networking fundamentals, hardware troubleshooting, endpoint security, backup and recovery, technical project experience, ITSM knowledge, documentation skills, and privacy-aware working are also essential.
Desirable Technical Skills
- Additional experience with Microsoft Defender, VMware, Hyper-V, Azure, Power Platform, Dynamics 365, migration tools, scripting, and automation would be advantageous.
- Familiarity with AI tools, security operations, other business applications, Apple Business Manager, Google Workspace, and data protection principles would also be beneficial but is not essential.
Working Style and Communication
- The individual should be practical, technically curious, detail-oriented, and committed to delivering strong customer service without compromising technical discipline or security controls.
- They must communicate effectively with colleagues and senior executives, manage changing priorities, challenge risks constructively, share knowledge, and remain effective during demanding periods.
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Candidate Profile and Attitude
- The ideal candidate is an experienced support engineer who is comfortable handling routine helpdesk tasks as well as more complex technical challenges.
- They should demonstrate initiative, structured troubleshooting, accountability, adaptability, and a genuine commitment to developing a long-term career in IT, while supporting and developing less experienced colleagues.
Success Measures and Performance Expectations
- Success is measured by timely and effective ticket resolution, accurate user administration and asset records, strong endpoint compliance, consistent health checks, and reliable routine systems administration.
- The individual should also reduce recurring issues, deliver assigned projects effectively, maintain quality documentation, improve inefficient processes, and progressively reduce the operational workload on senior engineers.
Role Boundaries and Technical Governance
- The helpdesk remains the primary responsibility, with routine systems administration, monitoring, and project work undertaken alongside it as capacity allows.
- The individual is expected to work independently within agreed responsibilities while involving senior technical colleagues in significant changes, design decisions, and technical risks, following appropriate approval and change-control processes.
Benefits
- Vitality Private medical with Vitality after 3 months, including access to a healthy rewards scheme (discounted gym membership and running shoes, partner offers with Apple, Garmin, Nike, Odeon, etc).
- Buy additional annual leave – you can buy up to one week per year of additional annual leave.
- Pension – RED’s pays 4%, you, the employee, can pay up to 5%. After 2 years, RED matches up to 5%.
- Enhanced maternity leave – We offer two months of full paid maternity leave, followed by two months at 50% of pay.
- Free – Annual eye tests and flu jabs.
- Congratulations – Have an extra 2 days additional leave for your wedding or honeymoon on us.
- Workplace Nursery support provided.
- Paternity leave – 4 weeks paid leave.
- Life assurance at 4x base salary on start.
- Income protection at 75% of salary on start.
- Holiday allowance starts at 20 days plus your Birthday, Bank Holidays, and Christmas off (half day Christmas Eve returning the first working day after NYE).
- Private Dental Insurance via Bupa, with cash back on routine examinations, scale & polish, X-Rays, extractions, orthodontic, and emergency treatment.
- Cycle scheme is an employee benefit that saves you 25-39% on a bike and accessories up to £5,000. You pay nothing upfront, and the payments are taken tax-efficiently via salary sacrifice from your salary.
- EV & hybrid car scheme allows you to drive a brand new electric or hybrid car for significantly less than if you lease one privately. You pay nothing upfront, and the payments are taken tax-efficiently via salary sacrifice from your salary.
- Free access to Mortgage brokers to advise and assist you through buying and selling properties.
- Moving home – Have an additional day's annual leave on RED.
If you would like to learn more about this position, please apply.
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