Senior IT Support Engineer

AJ Walter Aviation; England; On-site; GBP 60,000 - 80,000; Full time

Job summary

An innovative aviation company in the UK is seeking a proactive Senior Support Engineer to join their dynamic IT team. In this role, you will ensure effective support for IT incidents, service requests, and projects, using the ITIL framework. Ideal candidates will have a strong background in IT support, be able to manage multiple priorities, and possess excellent problem-solving skills. Benefits include a modern office, professional development support, and private healthcare.

Benefits

Team fun budget

Free LinkedIn Learning access

Opportunities for charity and community involvement

Onsite gym and bike-to-work scheme

Discretionary bonus

Private healthcare

Qualifications

• Experience in a fast-paced IT support environment.
• Practical application of ITIL principles.
• Customer-focused with excellent problem-solving skills.
• Effective communication across all business levels.

Responsibilities

• Perform incident and problem management.
• Use JIRA for ITIL ticket resolution.
• Own complex escalated issues.
• Complete root cause analysis and prevent repeat incidents.
• Support the technology estate like meeting room technologies.

Skills

Proven experience in a senior IT support role

Strong working knowledge of ITIL principles

Excellent problem-solving skills

Ability to manage multiple priorities

Strong interpersonal skills

Tools

JIRA

Job description

Job description

AJW Group seeks a proactive and experienced Senior Support Engineer to join our dynamic IT team. This role is pivotal in ensuring our internal users receive timely and effective support across IT incidents, service requests, and project delivery. Operating within the ITIL framework, you’ll play a key role in maintaining system reliability and performance, helping to minimise downtime and protect business profitability.

What you’ll be doing

• Perform incident and problem management with service request fulfilment.
• Use JIRA ticketing system to follow ITIL framework guidelines for ticket resolution.
• Own complex escalated issues and proactively seek out work and identify improvements.
• Complete RCA and problem management activities to avoid repeat incidents.
• Escalate tickets that cannot be solved to the Infrastructure team.
• Ensure all users have a computer desktop/laptop to access company systems and complete their job responsibilities through imaging, distribution, software deployment, and peripheral support (headsets, mice, keyboards).
• Provide support to the company’s technology estate such as meeting room technologies, printers, scan guns, base stations, dashboards, etc.
• Provide guidance and mentorship to Support Engineers and Support Apprentices.
• Identify changes necessary for key systems and implement these, such as Q‑Pulse office and other system updates.

Job requirements

• Proven experience in a senior IT support role ideally within a fast‑paced environment.
• Strong working knowledge of ITIL principles and their practical application.
• Excellent problem‑solving skills and a customer‑focused mindset.
• Ability to manage multiple priorities and communicate effectively across all levels of the business.
• Strong interpersonal skills to communicate with stakeholders and junior staff members effectively.

Why join us

We are AJW. We connect supply and deliver. We’re proud to be part of an industry that connects the world. At AJW we’re more than just a business; we’re a global team shaping the future of aviation. We connect supply and deliver to keep the world moving and we invest in the people who make it happen. When you join us you’ll be part of an innovative, supportive, and inclusive workplace where you can grow and thrive.

Benefits

• Team fun budget to bring colleagues together.
• Free access to LinkedIn Learning to support your development.
• Opportunities to take part in charity events, volunteering, and community projects.
• A modern office with an onsite gym, bike‑to‑work scheme, and a great restaurant.
• A discretionary bonus and private healthcare.

Relocation support if you’re moving closer to our HQ.

We encourage five days a week in the office to strengthen teamwork, collaboration, and development. However we understand personal circumstances vary and we support flexibility where needed. Some roles may require more in‑office presence to meet business needs but we’re committed to finding the right balance for our team.