IT Support Engineer

JR United Kingdom; Coventry; Hybrid; GBP 30,000 - 45,000; Full time

Job summary

A growing IT MSP is seeking an experienced Support Engineer to join their team in Coventry. The role involves client-facing support with a focus on troubleshooting, delivering solutions, and contributing to IT project work in a fast-paced environment. As part of a close-knit team, you will engage in various projects while enjoying a culture of inclusivity and support.

Benefits

Annual bonus

Pension scheme (up to 4% match)

Additional day off on your birthday

Training and ongoing certification

Private Health Insurance

Enhanced Sick Pay

Cycle to Work scheme

Bring Your Own Device allowance

Regular Staff Events

Qualifications

• Experienced Support Engineer preferably from an MSP background.
• Passion for IT and a desire to learn new technologies.
• Professional attitude with the ability to work with stakeholders at all levels.

Responsibilities

• Deliver excellent support services to customers.
• Triage incidents and service requests efficiently.
• Diagnose and escalate complex issues accordingly.

Skills

Troubleshooting

Customer focus

Organization

IT best practices

Ownership

Adaptability

Education

Microsoft Certified Associate

Network+ or CCNA

Tools

Microsoft Windows 11

Active Directory

SCCM

Mac Desktop OS

Job description

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Coventry (3 days a week) / London(1 day a week)

4 days office-based, 1 day remote

Permanent, Full-Time

Sensical, a growing IT MSP, are looking for an experienced Support Engineer to join the expanding team. This role would suit someone with a relevant MSP background, ideally with experience in a broad range of technologies. Candidates need to have a demonstrated passion for IT and Technology, coupled with a professional customer focussed attitude.

What we’re looking for...

• Ability to take ownership, assess and troubleshoot incidents methodically
• Professional attitude, able to work with stakeholders at all levels of an organisation
• Excellent organisation skills and ability to reprioritise in a fast-paced environment
• Comfortable working on a client site (3 days a week) and traveling to London (1 day a week)
• Able to be part of an out of hours on call rota (one week in four)
• A passion for IT and a desire to learn new technologies
• Understanding of IT best practices and procedures (ITIL, Change Control)

Technical Skills

Advanced knowledge of essential technologies

• Microsoft Windows 11
• Active Directory & MS Entra ID
• Microsoft InTune/End Point Manager

Workingknowledge of:

• Deployment Services (SCCM, WDS, WSUS)
• IPv4 Networks (DHCP, DNS, S/FTP, SMTP, NTP, vLANs)
• Mac Desktop OS
• Storage Systems (SAN, NAS, RAID)
• Structured Cabling (Patching, Cable Tracing, IDC)

Desirable Qualifications

• Microsoft Certified Associate (Microsoft Certified Associate – AZ801, AZ305))
• Network+ or CCNA

The Role

Our Support Engineer will deliver excellent support services to all our customers.

• Triage incidents and service requests in ITSM
• Diagnose and escalate complex issues
• Resolve tickets within SLAs
• Perform regular maintenance tasks (patching, AV checks)
• Provide on-site support (3 days/week)
• Offer on-call support (1 week/month)

Project Work (20%)

• Leading Desktop related project work
• Assisting with Infrastructure & Networking projects
• Creation of support documentation

Other Responsibilities

• Providing an escalation point for other Service Desk team members
• Becoming a lead expert for specific technologies within the team

The Company

Sensical Services Ltd is a small and fast-growing IT consultancy and managed services provider (MSP) based in the City of London.

We are a friendly, close-knit, and supportive team of professionals delivering support to small and medium-sized organisations. Our clients operate in financial services and other sectors that appreciate a level of expert advice, reliability of systems and quality support that is a cut above the average.

We are proud to be an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all applicants and employees, regardless of their gender, race, sexual orientation, disability, neurotype, religion or beliefs. Furthermore, we recognise the importance of helping our employees to balance the responsibilities of their work and private lives.

We work hard to make Sensical a great place to work! Here’s what we offer:

• Annual bonus
• Pension scheme (up to 4% match)
• Additional day off on your birthday
• Training and relevant ongoing certification
• Employee Assistance Program with Health Assured
• Private Health Insurance including Dental, Optical, and Mental Health
• Enhanced Sick Pay
• Season Ticket Loan
• Cycle to Work scheme
• Bring Your Own Device allowance
• Regular Staff Events

Please note that some benefits only become available after completion of any probationary period.