Senior Technical Support Specialist

Trust In SODA; Greater London; Hybrid; GBP 65,000 - 83,000; Full time

Job summary

Trust In SODA is seeking a Senior Technical Support Specialist (Contract) for hybrid work in London. You will mentor the Global Service Desk, address sophisticated issues, and drive process improvements while owning your tasks and contributing to leadership readiness.

You will lead executive-level support, implement endpoint management best practices, and collaborate with IT leadership to align strategies with upcoming initiatives.

Qualifications

• > Senior Technical Support Specialist with strong technical depth and operational excellence.
• > Experience guiding service desk/desktop teams, improving processes and metrics.
• > Ability to translate technical risk into business impact for executives.
• > Familiarity with ITIL-aligned incident, request, problem, and change workflows.
• > Proactive in health checks, patch baselines, capacity planning, and proactive monitoring.
• > Comfortable with automation and scripting to reduce toil and improve builds.

Responsibilities

• Act as the primary technical liaison for challenging support issues across the Americas, including executive and VIP assistance.
• Drive improvements through automation, standardization, and guidelines for endpoint management and collaboration platforms.
• Collaborate with IT leadership to align support strategies with initiatives.
• Provide technical support to GSD team members and enhance their capabilities.
• Participate in incident response and on-call rotations with clear comms to senior management.
• Contribute to project delivery and operational readiness across IT initiatives.
• Perform physical tasks such as moving equipment and accessing cables under desks.

Skills

Technical Support

Endpoint Management

Executive support credibility

ITIL processes

Automation & scripting

Communication

Problem solving

Prioritization

Tools

Windows 11

Microsoft 365/Teams

Intune/Autopilot

Azure AD

Okta

PowerShell

Job description

Senior Technical Support Specialist (Contract)

Start Date: November

Location: Hybrid working in London

Duration: 12 months

Rate: £350 - £450 per day Outside IR35

As a Senior Technical Support Specialist, you will have a crucial part in enhancing the technical depth and operational excellence of our clients’ Global Service Desk (GSD). You will address sophisticated support issues, propel process improvements, and act as a technical mentor to the team—while remaining fully accountable for your own work and building toward future leadership opportunities.

The Role:

• Act as the primary technical liaison for challenging support issues throughout the Americas, encompassing executive and VIP assistance.
• Drive continuous improvement through automation, standardization, and adoption of guidelines in endpoint management, identity, and collaboration platforms.
• Collaborate with IT leadership and business collaborators to align support strategies with organizational goals and upcoming initiatives.
• Supply technical support to GSD team members, contributing to the growth of their capabilities and enhancing overall team confidence.
• Participate in critical incident response and on-call rotations, ensuring resolution and clear communication to senior management.
• Contribute to project delivery and operational readiness across IT initiatives.
• Must be able to perform physical tasks such as moving equipment, accessing cables under desks, and navigating office environments.

Key Skills:

• Demonstrated ability in Technical Support / Endpoint Management preferred (Senior Associate level)
• Demonstrable experience in revitalizing service desk/desktop teams through improved trust, processes, and performance metrics.
• Strong executive support credibility: Able to advise senior collaborators and translate technical risk into business impact.
• Proficiency in Windows 11, Microsoft 365/Teams, Intune/Autopilot, Azure AD, Okta, and basic networking.
• Experience implementing incidents, requests, problems, and change workflows in an ITIL-aligned environment.
• A proactive operations demeanor: Establishing health checks, patch/compliance baselines, capacity plans, and supervising to prevent issues.
• Automation & tooling skills: Using PowerShell and scripting to reduce toil, standardize builds, and generate operational insights.
• Outstanding communication and customer service proficiencies, skilled in aiding users within technical and business realms.
• Ability to prioritize effectively while upholding integrity and composure.

Candidate Profile:

• A proactive problem-solver who anticipates technical and operational challenges, implementing preventive measures before issues impact users or leadership.
• A reliable technical expert for team members and collaborators, capable of translating intricate technical ideas into understandable business language.
• A forward-thinking innovator who finds opportunities to streamline workflows, automate tasks, and improve end-user experience.
• Remaining calm and making decisions under pressure, demonstrating good judgment in critical situations, and taking the lead in resolving issues.
• A mentor and role model, championing a culture of perpetual advancement and technical expertise within the team.
• Demonstrates a strong customer-first mindset by proactively resolving technical issues and ensuring a seamless support experience for end users.