Overview
Are you an experienced IT professional ready to take the lead and inspire others? We’re looking for a confident and capable Senior IT Support Engineer based in either Eastbourne, London or the Bath/Bristol area, supporting clients through a mix of remote, in-office and on-site work, playing a key role in both day-to-day operations and the strategic growth of our IT services.
In this senior-level position, you'll serve as a role model for junior team members—leading by example, handling complex escalations, and ensuring a high standard of technical excellence. You'll take ownership of critical support tickets, manage incoming helpdesk calls, and act as the technical backbone of the team.
Beyond reactive support, you’ll contribute to strategic projects, mentor others, and represent our technical capability in high-value client and new business meetings. This is a fantastic opportunity for someone who thrives on solving complex problems, enjoys sharing knowledge, and is passionate about delivering exceptional client service.
Responsibilities
As a Senior IT Support Engineer, you will play a critical role in delivering high-quality IT services while leading by example and mentoring junior team members. Your responsibilities will include:
* Managing, prioritising, and resolving support tickets via the helpdesk system in accordance with defined Service Level Agreements (SLAs).
* Conducting on-site client visits, delivering exceptional customer service with professionalism, empathy, and technical expertise.
* Collaborating with clients to understand their needs, ensuring swift and effective issue resolution.
* Leading and participating in infrastructure projects, including software rollouts, hardware upgrades, and network improvements.
* Providing technical escalation support, working closely with other engineers to resolve complex technical challenges.
* Monitoring and maintaining systems across multiple client environments, ensuring stability and performance.
* Contributing to the design, development, and implementation of tailored IT solutions that align with client goals and project requirements.
* Acting as a mentor and role model for junior engineers, offering guidance, knowledge sharing, and support to aid their professional growth.
* Participating in strategic meetings with clients and internal stakeholders, offering technical insight and solutions that add value and align with business objectives.
* Managing multiple tasks and support cases concurrently, setting realistic expectations and maintaining clear communication with clients.
* Delivering hands-on technical configuration and support across a broad spectrum of IT systems and platforms.
* Leading technology implementation initiatives while balancing day-to-day support responsibilities.
* Evaluating client IT environments to identify optimisation opportunities and supporting the development of internal toolsets.
* Maintaining accurate, up-to-date documentation, including client infrastructure records, knowledge base content, and project notes.
* Driving client infrastructure strategy with a focus on maximise uptime, minimise risk, and maintaining cost-effectiveness.
* Serving as the technical lead during client onboarding, ensuring a seamless transition and alignment with internal helpdesk processes.
* Providing strategic technical input to leadership (including the COO) based on current and prospective client requirements.
Required Experience / Skills
We are seeking a highly skilled Senior IT Support Engineer with a strong technical background and a proactive, service-oriented mindset. The ideal candidate will possess the following:
* Significant experience in the IT Services industry in a senior support or engineering role.
* Proficiency in Windows Server administration, including configuration, maintenance, and troubleshooting.
* Solid understanding of IT security principles and best practices.
* Hands-on experience with Microsoft 365 (Office 365) setup, configuration, and administration.
* Practical knowledge of IP networking, VoIP/SIP technologies (ideally 3CX), and video conferencing systems.
* Competence in supporting and administering VPNs.
* Familiarity with ticketing systems and Remote Monitoring and Management (RMM) tools.
* Strong technical troubleshooting, problem-solving, and risk management abilities.
* Meticulous attention to detail with a commitment to following processes and procedures.
* Excellent communication skills, both written and verbal.
* Strong organisational and multi-tasking capabilities, with the ability to manage priorities effectively.
* A proactive and accountable approach to service delivery, with a clear understanding of how your role impacts client satisfaction.
* Ability to work independently and collaboratively, demonstrating a strong team ethic and awareness of team dynamics.
* Experience managing and supporting diverse client environments, particularly in a Managed Service Provider (MSP) setting.
* Adaptability and a flexible attitude toward changing priorities and requirements.
* Willingness to travel as required to meet business or client needs.
Compensation & Perks:
We believe in rewarding our team not just with a competitive salary, but with a supportive and engaging work environment that fosters growth and well-being.
* Competitive Salary – £34,000 to £42,000 per annum, based on experience and skill level
* Structured Onboarding – A welcoming and thorough onboarding process to help you settle into your role, get to know the team, and gain insights into our diverse client base
* Generous Annual Leave – 22 days of holiday plus bank holidays, with an additional day added for each full year of service
* Career Development – A personalised development plan with a clear progression path to help you grow professionally within the company
* Training & Certification Support – Ongoing access to training resources and support for certifications to keep your skills sharp and up to date
* Team Culture – Regular quarterly social events, including team-building activities, meals, and drinks
* Flexible Work Environment – A hybrid working model combining remote and on-site client support, offering variety and flexibility
* Wellbeing & Work-Life Balance – We promote a healthy work-life balance and offer support when life gets busy
* Tech & Tools – Access to modern tools and technologies to help you succeed in your role
Job Type: Full-time
Pay: £34,000.00-£42,000.00 per year
Benefits:
* Company pension
* Work from home
Schedule:
* Monday to Friday
* No weekends
Work Location: Hybrid remote in Eastbourne BN21 3XQ
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