Senior IT Support & Escalation Lead

Matchtech; Farnborough; On-site; GBP 35,000 - 55,000; Full time

Job summary

Matchtech is seeking a Senior Support Services Agent based in Farnborough to act as a technical and operational lead within the Support Services team. You will mentor agents, escalate technical issues and help ensure service standards and SLAs are met.

You’ll apply advanced troubleshooting for on‑prem and cloud environments—Active Directory, Azure AD, Microsoft 365, Windows and VPN—across the team to maintain high‑quality support.

Qualifications

• Extensive experience in a service desk/IT support environment.
• Proven ability to coach/mentor junior colleagues.
• Strong working knowledge of Windows 11/12, Microsoft 365, Teams, SharePoint.
• Experience with AD/AAD management and mobile device management (Intune).
• VPN and MFA troubleshooting experience.
• ITIL framework familiarity or certification.

Responsibilities

• Providing first-line IT support via phone, email, remote tools and ITSM systems for incidents and requests.
• Advanced troubleshooting of hardware, software, network, and account issues.
• Monitoring and managing daily ticket requests to ensure prioritisation and timely resolution.
• Allocating workload across agents, logging, categorising and prioritising tickets per SLAs.
• Supporting Team Leads with shift planning and handover coordination.
• Acting as escalation/operational point in the absence of Team Leads.
• Applying advanced troubleshooting across on‑prem and cloud infrastructure (AD, Azure AD, M365, Windows, iOS, VPN).

Skills

Mentoring

Team coordination

Troubleshooting

Communication

Education

ITIL Foundation Certification

Tools

Active Directory

Azure AD

Microsoft 365

Intune

VPN

Job description

Matchtech is seeking a Senior Support Services Agent based in Farnborough to act as a technical and operational lead within the Support Services team. You will mentor agents, escalate technical issues and help ensure service standards and SLAs are met.

You’ll apply advanced troubleshooting for on‑prem and cloud environments—Active Directory, Azure AD, Microsoft 365, Windows and VPN—across the team to maintain high‑quality support.