Senior Support Services Agent

QinetiQ; Farnborough; On-site; GBP 31,050 - 34,500; Full time

Benefits offered by this job

Matched contribution pension scheme

Generous holiday allowance

Health and dental insurance options

Employee discount portal

Job summary

QinetiQ Farnborough is seeking a Senior Support Services Agent to lead and mentor the Support Services team, handling first-line IT support, escalation, and shift coordination on-site.

You will troubleshoot across on-prem and cloud infrastructure (AD/Azure AD, M365, Windows, iOS, VPN), support day-to-day operations, and ensure adherence to SLAs. Eligibility for SC clearance is required.

Qualifications

• Extensive service desk experience.
• Ability to coach or mentor junior colleagues.
• Strong working knowledge of Windows 11/12, Microsoft 365, Teams, SharePoint.
• Experience with Active Directory/Azure AD user management, and Intune.
• Experience troubleshooting VPN/MFA.
• Eligible for SC clearance.

Responsibilities

• Provide first-line IT support via phone, email, remote tools, and ITSM systems.
• Troubleshoot hardware, software, network, and account issues.
• Monitor daily ticket queues for priority and timely resolution.
• Allocate workload and log tickets in line with SLAs.
• Support team leads with shift planning and handover.
• Act as escalation contact in the team lead’s absence.
• Apply advanced troubleshooting to on-prem and cloud infrastructure (AD, Azure AD, M365, Windows, iOS, VPN).

Skills

IT support experience

Mentoring juniors

Service desk

Troubleshooting hardware/software/net

Windows 11/12

Microsoft 365/Teams/SharePoint

VPN/MFA troubleshooting

Education

ITIL Foundation Certification

Tools

Active Directory / Azure AD

Intune

Microsoft 365

VPN

Job description

Package

£31,050 - £34,500 (salary dependent on experience) + Benefits

Role ID

SF20290

Overview

Senior Support Services Agent at QinetiQ Farnborough site. Work with cutting‑edge technology and support the Support Services team.

The Role

Act as a technical and operational lead within the Support Services team, supporting the team lead and providing mentorship and escalation support to other agents.

Your responsibilities will include:

• Providing first‑line support via phone, email, remote tools, and IT Service Management tools for IT‑related incidents and service requests
• Advanced troubleshooting of hardware, software, network, and account‑related issues in line with the technologies implemented
• Monitoring and managing daily ticket queues to ensure appropriate prioritisation, ownership, and timely resolution
• Allocating workload across agents, balancing operational demand and team capacity and accurately logging, categorising and prioritising tickets in line with defined SLAs
• Supporting the team leads with shift coverage planning and handover coordination
• Acting as a point of contact in the absence of the team leads for operational decisions or escalations
• Applying advanced troubleshooting skills across on‑prem and cloud‑based infrastructure (Active Directory, Azure AD, Microsoft 365, Windows, iOS and VPN)

Essential experience of the Senior Support Services Agent

• Extensive experience working in a service desk or IT support environment
• Proven ability to coach or mentor junior colleagues
• A strong working knowledge of Microsoft Windows 11/12, Microsoft 365, Teams, SharePoint
• Good experience with Active Directory/ Azure AD user management, mobile device management (Intune)
• Previous experience VPN and MFA troubleshooting
• Prior experience showing

Essential qualifications for the Senior Support Services Agent

• ITIL Foundation Certification or working knowledge

We value difference and we don’t have a fixed idea when it comes to background or education, provided you can show the required level of experience and willingness to learn then we would like to hear from you.

This role is 37 hours per week based at our Farnborough site and is fully on‑site.

Farnborough

At our Farnborough site exciting work takes place at our state‑of‑the‑art facility, with high‑energy laser technologies, a 5 m pressurised wind tunnel with unique simulation capability, and large research and development projects.

Eligibility

All applicants must be eligible for SC clearance, as a minimum.

Recruitment Process / EEO

We are committed to building an inclusive, accessible and welcoming workplace. If you have a disability or need any reasonable adjustments during the recruitment process, please let us know by emailing [e-mail]. One of our recruitment team will contact you.

Benefits

• Matched contribution pension scheme, with life assurance
• Generous holiday allowance, with the option to purchase additional days
• Options to join Health Cash Plan, Private Medical Insurance and Dental Insurance
• Employee discount portal: Personal Accident Insurance, Travel Insurance, Restaurants, Cinema Tickets and more
• Armed Forces community support and Gold Award standard in the Defence Employer Recognition Scheme
• Volunteering opportunities – helping charities and local community