Senior IT Support Engineer

ZipRecruiter; Cambridge; On-site; GBP 35,000 - 60,000; Full time

Job summary

An ambitious company in Cambridge is seeking a Senior IT Support Engineer to provide expert technical support and drive continuous service improvement. This role involves engaging with clients, resolving complex issues, and collaborating on projects. Ideal candidates will have strong communication skills and a solid background in Microsoft technologies, networking, and technical support. Join a forward-thinking team where your contributions can lead to significant career progression and success in a dynamic environment.

Qualifications

• 5+ years in a technical helpdesk environment.
• Strong knowledge of Microsoft technologies and networking concepts.

Responsibilities

• Serve as the escalation point for technical queries from Level 1 & 2 engineers.
• Deliver project work and coordinate during high-risk incidents.

Skills

Active Directory

GPO administration

Microsoft technologies

Networking concepts (TCP/IP, VLANs)

Firewall management (Fortigate, Cisco)

Backup solutions (Azure, Veeam)

Virtualization (Hyper-V, VMware)

O365 suite & MFA

Technical support

Communication skills

Job description

Job Description

Senior IT Support Engineer - Cambridge

We have an exciting opportunity for a Senior IT Support Engineer to join our well-established client in Cambridge.

MFK Recruitment has successfully recruited 42 IT Professionals for this company over the past 5 years, with 31 still employed there!

The company is highly ambitious and eager to add team members who are keen to progress and succeed. Most of our candidates have advanced quickly in their careers.

Role Overview:

We seek a Senior IT Support Engineer with the confidence to interact with local management and visit clients’ sites. The role involves approximately 1 day per week onsite with clients, 2 days on desk escalations, and 2 days on projects, with workload varying weekly. The ideal candidate will be a team player capable of handling a dynamic workload.

Job Purpose:

To provide expert technical support for daily client issues and project delivery. Focus areas include resolving complex problems, ensuring seamless system integrations, and improving processes to meet client needs and enhance performance.

Principal Responsibilities:

• Serve as the escalation point for technical queries from Level 1 & 2 engineers.
• Deliver project work as assigned by the Head of Project Management.
• Coordinate as a team and communicate effectively during high-risk incidents such as P1 outages or security breaches.
• Participate in the 3rd tier phone queue during busy periods, although regular call answering is not expected.
• Engage in proactive tasks like firmware upgrades, process development, project delivery, and infrastructure checks.
• Collaborate with other engineers to drive continuous service improvement and innovation.
• Potentially participate in a Change Advisory Board, managing change and risk on the service desk.
• Regularly visit client sites in and around Cambridge.

Qualifications and Experience:

• Experience in MSP or a customer-centric support environment.
• Excellent verbal and written communication skills.
• Proficiency in Active Directory and GPO administration.
• Experience with Exchange administration.
• Strong knowledge of Microsoft technologies.
• Understanding of networking concepts: TCP/IP, VLANs, firewalls, wireless configurations.
• 5+ years in a technical helpdesk environment.
• Firewall experience with Fortigate, Cisco, SonicWall, or Watchguard.
• Backup solutions experience with Azure or Veeam.
• Virtualization knowledge: Hyper-V, VMware, AVD, RDS.
• Deep understanding of O365 suite & MFA.
• Ability to handle complex networking questions.