Senior Support Services Agent

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

Based in Farnborough | Competitive Salary

The Role

As a Senior Support Services Agent, you'll act as a technical and operational lead within the Support Services team, supporting the Support Services Team Lead in day-to-day oversight whilst providing mentorship and escalation support to other Support Service Agents

Day-to-day, you'll bring advanced technical expertise, foster knowledge sharing, and ensuring the teams activities align with defined standards and service level agreements.

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 requests 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 Support Services Team Leads with shift coverage planning and handover coordination
• Acting as a point of contact in the absence of the Team Leads for operational decision 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