Senior IT Support Engineer
Location: Luton, Bedfordshire, Watford, Hertfordshire - Role is Office/Site Based Not Hybrid!
Salary: £30, - £33, per annum + Extensive Benefits
Requirements: Enhanced DBS Check | Full UK Driving License
The Technical Landscape:
Windows 10 and 11, SCCM and/or MS Endpoint, Intune, MS Active Directory, Azure AD, Desktop Software Support, MS Suite of Applications, Apple MAC, iPhones, iPad's, Android, On-Premises and Remote Devices, Tablets, Laptops, Handheld Devices, PowerShell, ITSM, ITIL, IT Service Desk Software - Heat, Remedy or ServiceNow etc.
About the Organisation:
Join a respected and forward-thinking organisation dedicated to delivering high-quality technical and professional education. With a mission to empower individuals through skills development, training, and qualifications, this institution plays a vital role in improving career prospects and life opportunities.
The Opportunity:
We're currently seeking a Senior IT Support Engineer to provide expert-level technical support across multiple campuses. This is a hands-on role where you'll be instrumental in maintaining and enhancing IT services that support a wide range of educational programs-from further and higher education to apprenticeships and community learning.
Key Responsibilities: Collaborating with the IT Service Delivery Manager on training, skills matrices, and project leadership.
1. You will deliver high-quality 2nd/3rd line support for Windows 10/11, Apple Mac, mobile devices (iOS/Android), and a wide range of desktop and enterprise applications.
2. Manage and resolve complex incidents using tools like SCCM, MS Endpoint, Intune, PowerShell, and Active Directory (on-prem and Azure AD).
3. Lead incident and problem management processes, ensuring timely resolution and root cause analysis reporting.
4. Maintain accurate records in ITSM platforms (eg, ServiceNow, Remedy, HEAT).
5. Support ITIL-aligned service delivery and act as a core member of the Technical Change Board.
6. Mentor junior IT engineers and manage service queues to ensure SLA compliance.
7. Provide flexible support across campuses and participate in out-of-hours rotas when required.
What You'll Bring:
8. Strong technical expertise in desktop and mobile device support, including Windows, macOS, iOS, Android, and enterprise tools.
9. Experience with ITSM tools and ITIL processes (Incident, Problem, Change Management).
10. Excellent communication skills with the ability to explain technical issues to non-technical users.
11. A proactive mindset with a passion for continuous improvement and innovation.
Desirable Qualifications:
12. HNC/HND, Degree, or equivalent in an IT-related field.
13. ITIL Foundation Certification.
14. Experience with asset management and technical project leadership.
Why Join Us?
15. Be part of a mission-driven organisation that makes a real difference.
16. Work in a collaborative and supportive IT team.
17. Enjoy a comprehensive benefits package and opportunities for professional development.
Interested?
Call John McManus at Experis IT to apply or learn more.