Senior IT Support Engineer

Death with Dignity; City Of London; On-site; GBP 50,000 - 70,000; Full time

Job summary

A leading IT service provider in London is seeking a Senior IT Support Engineer to join their Service Desk team. The role involves managing helpdesk operations, providing end-user support, and ensuring compliance with service level agreements. The ideal candidate will have extensive experience in Microsoft 365 and ITIL processes. Strong problem-solving skills and the ability to collaborate with non-technical stakeholders are essential. This permanent position offers a chance to excel in a dynamic IT environment.

Qualifications

• Proven experience as a Senior IT Support Engineer or equivalent.
• Strong technical background in Microsoft 365 and networking.
• Excellent problem-solving and communication skills.

Responsibilities

• Act as the primary escalation point for complex IT issues.
• Provide end-user support for IT applications.
• Collaborate on system implementations and upgrades.

Skills

Microsoft 365

Windows 10/11

Networking fundamentals

ITIL processes

Problem-solving

Communication Skills

Education

Relevant certifications (e.g., Microsoft Certified)

Tools

Azure Active Directory

Exchange Online

Teams

Job description

Overview

Espire Infolabs is looking forSenior IT Support Engineer for London, UK location,

Job Title

Senior IT Support Engineer

Job Type

Permanent

Job Location

London, UK (4-5 Days/week onsite)

Role Summary

This role is part of the IT Service Desk team, where the primary responsibility is to support and manage the IT Helpdesk. We are looking for a talented individual with a positive attitude and a willingness to learn. This person should be eager to continue their personal development while ensuring the needs of the business are met and expectations are exceeded. The role involves providing support in all aspects of IT across the group. Helpdesk tickets are submitted via email to our Zendesk system and need to be resolved in accordance with our SLA's.

Role Responsibilities

Service Desk & End-User Support

• Act as the primary escalation point for complex issues, resolving technical challenges and ensuring SLA targets (99%+) are consistently met.
• Complete ongoing Joiners, Movers, and Leavers (JML) process, ensuring accuracy, compliance, and timely execution.
• Provide end-user support for IT applications, with a particular focus on insurance policy administration systems and core business platforms.
• Collaborate with the wider IT team on business projects, system implementations, and infrastructure upgrades.
• liaise with vendor support to resolved end-user issues, ensuring SLAs are met.
• Document and streamline IT policies, processes, and knowledge bases to support operational efficiency.
• Identify opportunities to automate routine tasks, reduce duplication, and improve service delivery.

Systems Administration & Operations

• Administer and maintain Microsoft 365, Azure Active Directory, Exchange Online, Teams, and other cloud-based platforms.
• Support and configure IT hardware and infrastructure, including laptops, mobile devices, printers, scanners, routers, and switches.
• Run and monitor scheduled IT operational processes, including system backups, patch management, and endpoint protection.
• Maintain accurate hardware/software inventories, oversee asset management, and ensure licensing compliance.
• Ensure IT systems, meeting room technology, and critical business equipment in the London office are operational each day.

Insurance Sector Applications & Policy Admin Systems

• Provide specialist support and administration for insurance policy administration systems such as Sequel, Applied Epic or equivalent platforms, ensuring seamless operation and integration with other business applications.
• Liaise with underwriters, claims teams, and brokers to resolve IT-related issues impacting insurance operations.
• Support upgrades, patching, and vendor management of insurance software platforms.
• Assist with data quality, reporting, and system access requests to meet business and compliance needs.
• Networks, Security & Compliance
• Support domain, network, VPN, and firewall administration, ensuring high availability and security.
• Enforce IT security standards, including MFA, endpoint management, and vulnerability remediation.
• Contribute to disaster recovery and business continuity planning, including testing and validation of backups.

Role Requirements

Proven experience as a Senior IT Support Engineer or equivalent role, ideally with exposure to IT team leadership.

Strong Technical Background Across

• Microsoft 365 (Exchange Online, Teams, SharePoint, Intune, Azure Active Directory)
• Windows 10/11, Active Directory, Group Policy, and Office applications
• Hardware support (laptops, desktops, mobile devices, printers, scanners, networking equipment)
• Networking fundamentals (LAN/WAN, VPNs, firewalls, routers, switches)
• Demonstrated experience supporting insurance systems, particularly policy administration platforms and related business applications (claims, underwriting, broking, etc.).
• Knowledge of ITIL processes (Incident, Request, Change, Problem Management) with experience managing SLAs and escalations.
• Experience managing IT assets, licenses, and maintaining accurate inventory.
• Excellent problem-solving skills with the ability to act as an escalation point for complex issues.
• Strong communication and interpersonal skills, with the ability to work effectively with non-technical stakeholders (underwriters, claims, finance, etc.).

Desirable

• Experience coordinating or leading IT projects, including system migrations and software implementations.
• Relevant certifications (e.g., Microsoft Certified: Modern Desktop Administrator Associate, ITIL Foundation, CompTIA Security+).

Skills & Abilities

• Communication Skills Able to explain technical issues clearly to non-technical stakeholders, including underwriters, brokers, and claims staff.
• Leadership & Team Support Ability to mentor, guide, and support IT Support Engineers.
• Analytical Thinking Skilled at diagnosing technical problems, identifying root causes, and implementing effective solutions.
• Service management Strong focus on delivering excellent customer service and maintaining high user satisfaction across the business.
• Organisational Ability Capable of managing multiple priorities, tickets, and projects simultaneously under tight deadlines.
• Process & Compliance Awareness Understanding of ITIL processes, and best practice in service management.
• Collaboration Strong team player, able to work effectively with colleagues across IT and business functions, as well as external vendors and suppliers.
• Continuous Improvement Proactive in identifying opportunities to improve IT processes, automate routine tasks, and enhance efficiency.