Coventry (3 days a week) / London (1 day a week) £36,000 - £42,000 dependent on experience 4 days office-based, 1 day remote Permanent, Full-Time Sensical, a growing IT MSP, are looking for an experienced Support Engineer to join the expanding team. This role would suit someone with a relevant MSP background, ideally with experience in a broad range of technologies. Candidates need to have a demonstrated passion for IT and Technology, coupled with a professional customer focussed attitude. What we’re looking for Ability to take ownership, assess and troubleshoot incidents methodically Professional attitude, able to work with stakeholders at all levels of an organisation Excellent organisation skills and ability to reprioritise in a fast-paced environment Comfortable working on a client site (3 days a week) and traveling to London (1 day a week) Able to be part of an out of hours on call rota (one week in four) A passion for IT and a desire to learn new technologies Understanding of IT best practices and procedures (ITIL, Change Control) Experience writing internal support documentation Punctual, good attention to detail Excellent written and verbal communication Technical Skills Advanced knowledge of essential technologies Microsoft Windows 11 Active Directory & MS Entra ID Microsoft 365 applications (inc Teams) Microsoft InTune/End Point Manager Cloud PBX (e.g. Ring Central, 3CX, 8&8, Cisco) Working knowledge of: Deployment Services (SCCM, WDS, WSUS) IPv4 Networks (DHCP, DNS, S/FTP, SMTP, NTP, vLANs) Audio Visual Equipment (DSP, DANTE, Room Systems, Projectors) Mac Desktop OS Mobile Device Support (iOS, Android) Microsoft Server OS (2016/2019/2022) Virtualisation (ESXi, Citrix, Hyper-V) Storage Systems (SAN, NAS, RAID) Structured Cabling (Patching, Cable Tracing, IDC) Backup Technology (Veeam) Desirable Qualifications Microsoft Certified Associate (Microsoft Certified Associate – AZ801, AZ305)) Network or CCNA The Role Our Support Engineer will deliver excellent support services to all our customers. Incident Management (70%) Triage incidents and service requests in ITSM Identify major incidents Diagnose and escalate complex issues Resolve tickets within SLAs Perform regular maintenance tasks (patching, AV checks) Provide on-site support (3 days/week) Offer on-call support (1 week/month) Project Work (20%) Leading Desktop related project work Assisting with Infrastructure & Networking projects Creation of support documentation Other Responsibilities Providing an escalation point for other Service Desk team members Becoming a lead expert for specific technologies within the team The Company Sensical Services Ltd is a small and fast-growing IT consultancy and managed services provider (MSP) based in the City of London. We are a friendly, close-knit, and supportive team of professionals delivering support to small and medium-sized organisations. Our clients operate in financial services and other sectors that appreciate a level of expert advice, reliability of systems and quality support that is a cut above the average. We are proud to be an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all applicants and employees, regardless of their gender, race, sexual orientation, disability, neurotype, religion or beliefs. Furthermore, we recognise the importance of helping our employees to balance the responsibilities of their work and private lives. Benefits We work hard to make Sensical a great place to work! Here’s what we offer: Annual bonus Pension scheme (up to 4% match) Additional day off on your birthday Staff Discount Schemes for major Highstreet brands Training and relevant ongoing certification Employee Assistance Program with Health Assured Private Health Insurance including Dental, Optical, and Mental Health Enhanced Sick Pay Season Ticket Loan Cycle to Work scheme Bring Your Own Device allowance Regular Staff Events Office Refreshments Please note that some benefits only become available after completion of any probationary period.