Senior IT Support Specialist – End-User & VIP Escalations

Sharp Brains; Reading; On-site; GBP 32,000 - 42,000; Full time

Job summary

Sharp Brains in Reading, United Kingdom, is seeking an experienced IT Support Engineer for a 1-year on-site contract. You will provide end-to-end support for desktops and laptops, manage device lifecycles, and ensure security policy compliance.

The role requires 3+ years in IT support, strong Windows knowledge, basic Mac handling, and experience with SCCM, Intune, ServiceNow, Active Directory, and VPN clients. You will be the on-site VIP contact during outages.

Qualifications

• 3+ years of IT support experience in a corporate environment.
• Strong Windows OS knowledge and basic macOS handling.
• Familiarity with ITIL incident/problem/service requests.

Responsibilities

• Provided end-to-end technical support for desktop and laptop systems, troubleshooting hardware, software and connectivity.
• Handled IMAC activities (Install, Move, Add, Change) and break/fix tasks for end-user devices.
• Managed the full lifecycle of desktop devices, including configuration, patching, OS imaging, and hardware replacements.
• Delivered support using SCCM, Intune, and ServiceNow for asset tracking, tickets, and remote assistance.
• Administered approved software installations, updates, and security patching per IT policies.
• Provided remote and deskside support using EUC tools and VPN clients.
• Ensured compliance with security protocols, antivirus monitoring, and desktop policy enforcement.
• Offered VIP support and acted as primary onsite contact during escalations or outages.
• Supported printers, scanners, and peripheral devices, including troubleshooting and maintenance.
• Assisted with Active Directory tasks, basic user account management, and smart hands support.
• Maintained incident resolution docs, hardware inventory, and technical guides.
• Showed familiarity with Windows OS environments, mobile devices, and basic Mac handling.
• Followed ITIL practices for incident, problem, and service request management.

Skills

End-user support

SCCM

Intune

ServiceNow

Active Directory

VPN

Tools

SCCM

Intune

ServiceNow

Job description

Sharp Brains in Reading, United Kingdom, is seeking an experienced IT Support Engineer for a 1-year on-site contract. You will provide end-to-end support for desktops and laptops, manage device lifecycles, and ensure security policy compliance.

The role requires 3+ years in IT support, strong Windows knowledge, basic Mac handling, and experience with SCCM, Intune, ServiceNow, Active Directory, and VPN clients. You will be the on-site VIP contact during outages.