Global Technical Support Engineer

Gold Group Ltd; Basingstoke; On-site; GBP 40,000 - 55,000; Full time

Benefits offered by this job

Performance bonus

On-call allowance

Job summary

Gold Group Ltd is seeking a Global Technical Support Engineer in Basingstoke to support and improve high-profile, mission-critical IT systems across international locations. This hands-on role requires deep system knowledge, advanced troubleshooting, security, and mentoring junior engineers in a fast-paced global environment.

You will provide 2nd- and 3rd-line support for global IT systems, manage Windows Server environments, AD, backups, PKI, and drive root-cause analysis with robust change

Qualifications

• 5+ years of hands-on Windows enterprise support and operations experience.
• Higher education in IT or related field, or 5+ years experience in lieu of a degree.
• Experience with Change management processes, Microsoft SQL (backups, tuning, general support), and customer/supplier support.
• Desirable experience: Network devices (VLANs, routing), Hyper-V and data centre operations, PKI systems (Microsoft CA).
• Fluent English (French is an advantage).

Responsibilities

• Provide 2nd- and 3rd-line support for global IT systems and applications.
• Maintain a comprehensive understanding of the full IT environment and guide stakeholders across the entire service landscape.
• Drive root‑cause analysis and implement long‑term corrective and preventative solutions.
• Manage and optimise Windows Server environments (physical/virtual), AD, backups, patching, and PKI services.
• Ensure adherence to compliance requirements (ICAO, eIDAS, ISO27001) and promote industry best practices.
• Plan, test, document, approve, and review all changes with appropriate rollback and mitigation plans.
• Automate operational tasks and improve system efficiency through scripting.
• Support disaster recovery and failover testing activities.
• Work with internal teams and external suppliers to support global technical operations.
• Maintain high‑quality technical documentation, runbooks, and knowledge‑base articles.
• Mentor junior engineers and encourage adoption of best‑practice standards.

Skills

Fluent English

Troubleshooting

Documentation

Communication

Office suite

ITIL

On-call flexibility

Education

Higher education in IT or related field

5+ years experience in lieu of a degree

Tools

Windows Server

Active Directory

PKI / Microsoft CA

SQL Server (backups & tuning)

PowerShell scripting

Job description

Global Technical Support Engineer - Basingstoke

£40-55K + 5% performance bonus + 11% on‑call allowance
Approx. 40% based in Basingstoke, 60% travelling internationally
Must be eligible to work in the EU and internationally
Cannot provide sponsorship

A fantastic opportunity for a Global Technical Support Engineer to support and improve high‑profile, mission‑critical IT systems across multiple international locations. This is a hands‑on technical role involving deep system knowledge, advanced troubleshooting, security, continuous improvement, and mentoring junior engineers-all within a fast‑paced global environment.

Key Responsibilities

Technical Support & Operations

• Provide 2nd‑and 3rd‑line support for global IT systems and applications.
• Maintain a comprehensive understanding of the full IT environment and guide stakeholders across the entire service landscape.
• Drive root‑cause analysis and implement long‑term corrective and preventative solutions.
• Manage and optimise Windows Server environments (physical/virtual), AD, backups, patching, and PKI services.
• Ensure adherence to compliance requirements (ICAO, eIDAS, ISO27001) and promote industry best practices.
• Plan, test, document, approve, and review all changes with appropriate rollback and mitigation plans.
• Automate operational tasks and improve system efficiency through scripting.
• Support disaster recovery and failover testing activities.

Collaboration & Documentation

• Work with internal teams and external suppliers to support global technical operations.
• Maintain high‑quality technical documentation, runbooks, and knowledge‑base articles.
• Mentor junior engineers and encourage adoption of best‑practice standards.

Qualifications & Experience

• Higher education in IT or related field, or 5+ additional years of experience in lieu of a degree.
• 3+ years of hands‑on Windows enterprise support and operations experience.
• Experience with:
• Change management processes
• Microsoft SQL (backups, tuning, general support)
• Customer and supplier support
• Desirable experience:
• Network devices (VLANs, routing)
• Hyper‑V and data centre operations
• PKI systems (Microsoft CA)

Focus Areas

(1+ year hands‑on in at least one required)

1. Windows Domain Administration - Windows Server 2016+, AD, DNS, GPO, Hyper‑V, Failover Clustering, WSUS patching, physical/virtual machine setup
2. Application Lifecycle - Managing and supporting application updates, upgrades, and enhancements in collaboration with development teams
3. PKI & Certificate Authority Operations - Certificate generation and management, CA operations, and PKI administration

Certifications (Preferred)

• Microsoft technical certifications
• Other relevant IT certifications

Skills & Competencies

• Fluent English (French is an advantage).
• Excellent troubleshooting, analytical, and documentation skills.
• Ability to read and interpret technical standards, schematics, wiring diagrams, and system documentation.
• Strong communication and customer‑facing capability.
• Proficient with Microsoft Office (Word, Excel, Visio).
• Familiar with ITIL‑based incident and change management tools.
• Energetic, goal‑oriented, highly professional, and comfortable in fast‑paced environments.
• Able to challenge ideas calmly, consider alternatives, anticipate risks, and suggest improvements.
• Flexible with working hours, on‑call duties, and travel.

Work Environment & Expectations

• Office‑based role with occasional data‑centre exposure (ear protection provided).
• Participate in an on‑call support rotation (allowance included).
• Follow ITIL best practices and comply with all quality, safety, and security standards.
• Use and maintain tools for remote support, asset management, and service management.
• International travel up to 60% for system implementations, training, and support-valid passport and visas required.
• Must be eligible to work in the EU and internationally; national‑level security clearance eligibility is beneficial.