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Robson Bale

Senior Information Technology Support

Essex
Posted 1 day ago
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Senior Information Technology Support

Senior Technical Support Engineer – Permanent – West Essex

Summary

We are seeking an experienced Senior Technical Support Engineer to provide high-quality technical support to customers across a broad range of IT and telecommunications services.

  • The role involves:
    • Resolving complex second- and third-line technical issues.
    • Supporting customer installations.
    • Maintaining consistently high service standards.
  • The successful candidate will also:
    • Provide day-to-day guidance and technical mentoring to junior engineers.
    • Offer exposure to leadership without full team responsibility.

This is a hands-on position suited to an experienced support engineer who:

  • Enjoys solving technical problems.
  • Works directly with customers.
  • Takes greater ownership of service delivery.

Roles & Responsibilities

The responsibilities of the Senior Technical Support Engineer include:

  • Provide second- and third-line technical support, taking ownership of complex incidents through to resolution.
  • Support the wider technical team in achieving service, project, and customer satisfaction objectives.
  • Provide guidance, technical support, and informal mentoring to junior IT Engineers.
  • Assist with the coordination and prioritisation of support tickets during busy periods or in the absence of the Technical Support Team Leader.
  • Maintain reliable Service Level Agreements (SLAs) for support tickets, ensuring issues are:
    • Investigated.
    • Updated.
    • Resolved efficiently.
  • Support customers across a range of technologies, including:
    • Laptops.
    • Desktops.
    • Servers.
    • Microsoft 365.
    • Hosted telephone systems.
    • Mobile devices.
    • Broadband services.
    • Cybersecurity solutions.
  • Act as an escalation point for technical issues that cannot be resolved by first-line or junior support engineers.
  • Maintain accurate and consistent ticket records within Atera RMM, ensuring:
    • All actions are documented.
    • Communications are recorded.
    • Resolutions are appropriately tracked.
  • Keep:
    • Customer information.
    • Technical documentation. Accurate and up to date within Hudu.
  • Identify recurring technical issues and recommend improvements to systems, documentation, and support processes.
  • Assist with:
    • Customer projects.
    • Installations.
    • Migrations.
    • Equipment deployments.
  • Travel to customer offices when required to:
    • Install equipment.
    • Complete project work.
    • Resolve technical issues on-site.
  • Communicate clearly and professionally with:
    • Customers.
    • Colleagues.
    • Suppliers.
    • Other stakeholders.
  • Help maintain high customer satisfaction levels, aiming for:
    • Consistently positive client feedback.
  • Participate in the Out of Hours support rota, with a maximum commitment of one week per month.
    • Additional Out of Hours payment provided.
  • Provide:
    • Operational support.
    • Technical direction to colleagues when senior management is unavailable.
  • Demonstrate and promote the company’s core values in all areas of work:
    • Attitude.
    • Integrity.
    • Perseverance.

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£35,000/yr

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Requirements

Experience:

  • At least five years within an IT support, managed services, or telecommunications environment.
  • Strong experience supporting a variety of customer systems.
  • Comfortable taking ownership of complex technical issues from initial investigation through to resolution.

Preferred but not essential:

  • Previous formal management experience.
  • Experience mentoring junior colleagues.
  • Experience acting as an escalation point.
  • Leading during technical incidents.

Key competencies:

  • Strong second- and third-line IT support experience.
  • Broad understanding of:
    • IT infrastructure.
    • Networking. -Telecommunications.
  • Experience supporting:
    • Microsoft 365.
    • Laptops.
    • Desktops.
    • Servers.
    • Mobile devices.
  • Experience with:
    • Hosted telephone systems.
    • Broadband services.
    • Cybersecurity solutions.
  • Strong troubleshooting and problem-solving abilities.
  • Confidence taking ownership of:
    • Complex incidents.
    • Customer escalations.
  • Ability to provide clear technical guidance to junior colleagues.
  • Excellent organisational and time-management skills.
  • Strong:
    • Written.
    • Verbal.
    • Communication skills.
  • Professional and customer-focused approach.
  • Ability to work:
    • Independently.
    • As part of a wider technical team.
  • Experience using:
    • Remote monitoring and management platforms (RMM).
    • Ticketing systems.
    • CRM tools.

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Technical tools and systems:

  • Experience with:
    • Atera RMM.
    • Hudu (beneficial).
  • Proficiency in:
    • Microsoft Word.
    • Microsoft Excel.
    • Microsoft PowerPoint.

Additional requirements:

  • A full UK driving licence.
  • Willingness to:
    • Travel to customer sites.
    • Work from the West Essex office as required.
  • Flexibility to participate in the Out of Hours support rota.

Salary & Package

  • Competitive market salary, dependent on:
    • Experience.
    • Technical capability.
  • Additional payment of £150 for each week of Out of Hours support.
  • Performance-related bonus based on departmental KPIs.
  • 40-hour working week.
  • Working hours: 8:30am to 5:30pm, Monday to Friday.
  • 25 days’ annual holiday plus UK bank holidays.
  • Business travel expenses.
  • Ongoing technical training and professional development.
  • Paid sick leave.
  • Regular company social events.
  • Optional travel opportunities.
  • Opportunities to:
    • Gain further leadership experience.
    • Progress into a technical leadership or management position.
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Skills

Technical Support
Troubleshooting
Problem Solving
Customer Service
Microsoft 365
Networking
Telecommunications
IT Infrastructure
Mentoring
Time Management
Communication
Remote Monitoring
Ticketing Systems
CRM Tools
Cybersecurity
Installation

Location

Essex, England, United Kingdom

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