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Senior Information Technology Support Engineer
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Senior IT Support Engineer
Location: Central London (Office Based – 5 Days Per Week)
Salary: £50,000 - £60,000
Contract: Permanent, Full-Time
We're working with a well-established organisation seeking an experienced Senior IT Support Engineer to join its internal technology team.
This is a hands-on, customer-focused support role where you'll provide technical expertise while delivering an exceptional experience to users across the business. You'll work within a fast-paced IT support function, resolving a wide range of technical issues, maintaining core technologies, and ensuring users receive a responsive, high-quality support service.
We're looking for someone with strong Citrix experience who enjoys working directly with people, thrives in a busy ticket-driven environment, and takes pride in delivering excellent customer service. This opportunity is ideal for someone with strong technical capability who still enjoys being hands-on, solving problems, and building relationships with users rather than stepping away from frontline support.
Key Responsibilities
- Provide high-quality IT support to users across the business.
- Deliver an outstanding customer experience, acting as a trusted point of contact for technical support.
- Support and troubleshoot Citrix environments, ensuring reliable access to business applications.
- Manage incidents, service requests and technical issues through the IT service management platform, working to agreed service levels.
- Administer and support Microsoft Active Directory, Entra ID and Microsoft 365.
- Configure and support Windows devices, user accounts and permissions.
- Diagnose and resolve hardware, software, networking and desktop support issues.
- Support user onboarding, offboarding and device provisioning.
- Work collaboratively with internal IT colleagues and third-party suppliers to resolve technical issues.
- Create and maintain technical documentation and knowledge base articles.
- Contribute to continuous improvement by identifying opportunities to enhance support processes and the end-user experience.
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Required Experience
- Previous experience in an IT Support Engineer, Senior IT Support Engineer, Desktop Support Engineer, End User Computing (EUC) Engineer or similar position.
- Strong hands-on experience supporting Citrix environments.
- Experience administering Active Directory and Microsoft Entra ID.
- Good working knowledge of Microsoft 365.
- Experience working within a busy, ticket-driven IT support environment.
- Strong troubleshooting skills across Windows desktop technologies and end-user devices.
- Excellent communication and interpersonal skills with the ability to build relationships across the business.
- A customer-first approach with a genuine passion for delivering outstanding IT support.
- Ability to prioritise and manage multiple support requests in a fast-paced environment.
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Desirable Experience
- Experience supporting users across multiple sites.
- Knowledge of Windows Server.
- Experience with IT service management platforms such as ServiceNow.
- Understanding of ITIL best practices.
- Experience with Microsoft Intune or other endpoint management solutions.
- Relevant Microsoft certifications.
What's on Offer
- Competitive salary of £50,000 - £60,000 plus benefits.
- A varied and rewarding role supporting a diverse user base.
- Exposure to modern Microsoft and Citrix technologies.
- Ongoing learning and professional development opportunities.
- Supportive and collaborative team environment.
- Excellent opportunities for career development and progression.
If you're a technically strong IT Support Engineer who enjoys working closely with users, delivering exceptional customer service, and solving complex technical issues in a hands-on support environment, we'd love to hear from you.
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