Description : Senior Desktop Support Engineer

About the Role :

The Senior Desktop Support Engineer is a key member of the IT & Security team, responsible for delivering high-quality technical support, managing endpoint technologies, and ensuring a reliable and secure computing environment for all employees. This role requires an experienced engineer who is proactive, customer-focused, and capable of owning complex support and infrastructure tasks end-to-end.

Key Responsibilities :

End-User Support & Service Excellence :

- Serve as the senior escalation point for complex incidents, ensuring SLA compliance as outlined in the IT Strategy.

- Help reduce volume of common incidents by creating automation, self-service flows, and better classification/playbooks.

- Champion user satisfaction improvements, participating in analysis of feedback gathered from post-resolution surveys.

- Partner with the ITSM implementation initiative by contributing to workflows, incident routing logic, and transition planning.

Security & Compliance :

- Working in consultation with the Information Security team implement endpoint security measures aligned to ISO 27001 and SOC2.

- Stay up-to-date on information technology trends and security practices.

- Assist with ISO/SOC audit evidence gathering and continuous compliance initiatives.

Automation, Self-Service & Knowledge Base Contribution :

- Develop scripts, automations, and Intune policies that reinforce the push toward self-service and reduced resolution times.

- Create and maintain high-quality, user-friendly knowledge base articles to support the IT Strategys knowledge-base expansion.

- Collaborate with AI chatbot initiatives to identify suitable content and build guidance that improves first-line automation.

Endpoint Management & Operational Modernisation :

- Manage and optimise endpoint platforms to support scalable environments.

- Administer and optimise endpoint management platforms (e.g., Intune, Autopilot).

- Manage device lifecycle : procurement, imaging, deployment, patching, and secure decommissioning.

- Create and maintain standard operating procedures, knowledge base articles, and automation scripts.

- Support identity and access management processes (Azure AD, MFA, SSO).

Operational Excellence :

- Contribute to ITSM improvements including SLAs, incident management, request fulfilment, and proactive monitoring.

- Track and analyse support metrics; recommend improvements to reduce ticket volumes and improve user satisfaction.

- Participate in projects involving office IT fit-outs, network upgrades, hardware refresh cycles, and user-experience initiatives.

- Conduct root-cause analysis of issues and propose structural improvements rather than one-off fixes.

Required Skills & Experience :

- 10+ years in desktop/support engineering roles in a corporate environment.

- Strong expertise in Windows 11, Microsoft 365 ecosystem (Intune, Autopilot, etc.), and modern endpoint management tools.

- Familiarity with ITSM processes, SLAs, and service maturity models.

- Proficient in troubleshooting networking fundamentals (TCP/IP, DNS, VPN, Wi-Fi).

- Experience with security technologies (EDR, patching solutions, conditional access).

- Excellent communication, documentation, and customer-service skills.

- Ability to manage multiple priorities in a fast-moving, globally distributed environment.

Nice-to-Have :

- Experience participating in ITSM platform implementation (e.g., workflows, playbooks, KB structures).

- Certification in relevant technologies.

- Experience with macOS support and management frameworks.

- ITIL Foundation or similar certification.

- Previous experience in an ISO 27001 & SOC2 -aligned organisation.

What Youll Bring :

- A self-starter with the ability to achieve with limited management oversight.

- A continuous-improvement mindset aligned with strategic service uplift goals.

- Passion for automation, user experience, and operational efficiency.

- Commitment to delivering an excellent employee experience through reliable IT systems.

What We Offer :

- Opportunity to directly influence the IT service transformation roadmap.

- A role that blends hands-on engineering with strategic service evolution.

- A collaborative, respectful environment with real opportunities to influence IT standards and strategy.

- Competitive compensation and benefits package.