Senior End User Support Engineer

Commify; Nottingham; Hybrid; GBP 35,000 - 45,000; Full time

Job summary

A leading communication platform company in Nottingham is seeking a Senior End User Support Engineer. The role requires proven experience in IT support, expert-level knowledge of Windows and macOS, and excellent customer service skills. Responsibilities include managing complex technical issues, leading improvement projects, and mentoring junior members. The position offers a salary range of £35-45,000 and flexible hybrid working arrangements, along with additional perks related to wellbeing and professional development.

Benefits

Flexible hybrid working

27 days of annual leave

Enhanced family leave

Birthday day off

Mental Health Support

Unlimited professional & personal learning

Qualifications

• Proven experience in a senior IT support or systems administration role.
• Excellent communication and customer service skills, able to deal with users face-to-face, over the phone, or via a ticketing system.
• Expert-level knowledge of Windows and macOS operating systems.
• Experience managing hybrid identity environments with skills in Entra ID and Active Directory.
• Demonstrable ability to automate processes using scripting languages.

Responsibilities

• Provide excellent customer service as the final escalation point for technical issues.
• Manage the end-user device vulnerability management process.
• Identify and implement automation opportunities to reduce manual workload.
• Serve as a technical mentor for junior team members.
• Manage the full lifecycle of hardware and software support escalations.

Skills

Expert-level knowledge of Windows

Expert-level knowledge of macOS

Excellent communication skills

Hands-on experience with Microsoft Intune

Proficiency with Atlassian tools

Scripting abilities (e.g. PowerShell)

Customer service skills

Tools

Mobile Device Management (MDM) platforms

Ticketing and documentation tools

Job description

This job is brought to you by Jobs/Redefined, the UK's leading over-50s age inclusive jobs board.

At Commify, we're not just a company, we're a globally connected team of innovators who love what we do. As a CPaaS leader with 25 years of groundbreaking experience, we're the force behind over 5 billion customer interactions each year, enabling businesses worldwide to connect via advanced channels like SMS, RCS, and complex mobile journeys.

Our culture is our core strength. Operating across the UK, EMEA, the USA, and Australia, we've fostered a truly diverse and connected environment, earning a consistent 4 out of 5 culture score in our employee engagement surveys. You'll join a vibrant team where your diverse experience makes a daily global impact.

We need talented people to grow a global company where everyone feels proud to belong, have a purpose, and do their best to directly shape the digital future.

We're on the lookout for a super-talented Senior End User Support Engineer responsible for providing expert-level technical support, leading key improvement projects, and acting as a mentor within our global IT function.

About The Role:

As a Senior End User Support Engineer, you will be a technical authority and escalation point within a close-knit, fast-paced IT team. You will be responsible for tackling the most complex user-facing issues while proactively driving improvements to our internal systems and processes.

It's a highly varied ranging from reactive ticket resolution to challenging projects like migrating tools during company integrations. While there is no formal on-call rota, occasional out-of-hours work will be expected to support critical projects or incidents.

This role is pivotal in ensuring our 450+ global employees have a secure, stable, and seamless technology experience.

Key Responsibilities:

• Providing excellent customer service as the final escalation point for technical issues across our core platforms, including Windows, macOS, Google Workspace, Slack, and Entra ID.
• Leading and taking ownership of the end-user device vulnerability management process, Including system patching, auditing, and ensuring we adhere to industry best practices.
• Identifying and implementing automation opportunities, particularly within Microsoft Intune, to reduce manual workload and increase the team's response time.
• Serving as a role model and technical mentor for junior team members, providing guidance, support, and deputising for the Team Leader when required.
• Managing the full lifecycle of hardware and software support escalations, logging them in our ticketing system and seeing them through to resolution.
• Playing a key role in integration projects, including the migration and consolidation of internal tools and back-office systems.
• Managing employee IT onboarding and offboarding workflows, including asset tracking of hardware and software.

What You'll Bring:

• Proven experience in a senior IT support or systems administration role.
• Excellent communication and customer service skills, able to deal with users face-to-face, over the phone, or via a ticketing system.
• Expert-level knowledge of Windows and macOS operating systems, including builds, imaging, and deployments.
• Experience managing hybrid identity environments, with skills in both modern Entra ID and legacy Active Directory, helping to support our transition to a fully cloud-based system.
• Hands-on experience with Mobile Device Management (MDM) platforms, specifically Microsoft Intune.
• Proficiency with ticketing and documentation tools, specifically the Atlassian suite (Jira, Confluence).
• A demonstrable ability to automate processes using scripting languages (e.g., PowerShell).
• A clear ambition to develop into a management position, with a long-term goal of taking on line management responsibilities.

Bonus if you have:

• Experience with inter-office networking and VoIP technologies.
• Experience with vendor management and procurement.

What We Offer:

• Salary range Off £35-45,000k per annum depending on experience.
• Flexible hybrid working.
• Enjoy 27 days of annual leave, in addition to Bank Holidays.
• Enhance family leave.
• Birthday day off.
• Mental Health Support through our Wellbeing partner, Calm.
• Wellbeing leave and a Mental Health First Aider program.
• Giving back days to help support causes close to your heart.
• Unlimited professional & personal learning.
• Total Rewards including retirement planning, healthcare and life assurance.

We are an equal opportunities employer and welcome applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation or age.