The Senior Help Desk Engineer is a hands-on member of a small internal IT team, responsible for ensuring reliable day-to-day technology operations while driving continuous improvement across workplace and identity platforms.
Working within a team of five, this role requires broad technical capability, strong prioritisation, and a high degree of ownership. You will act as a senior escalation point, a trusted advisor to the business, and a key support to the General Manager – IT in maintaining stable, secure, and well-documented systems.
KEY RESPONSIBILITIES
End-User Support & BAU Operations
- Deliver high-quality end-user support from initial response to complex escalations
- Troubleshoot issues across Windows 10/11, Microsoft 365, Teams, Exchange, identity, and endpoint platforms
- Identify recurring issues and implement long-term solutions
- Act as the senior escalation point for complex or high-impact issues
- Provide structured, calm troubleshooting during critical incidents
- Support the General Manager – IT with technical decisions and risk assessment
- Administer Microsoft 365 (Exchange Online, Teams, SharePoint, OneDrive, Entra ID)
- Manage identity and access controls, including MFA and Conditional Access
- Maintain platform health, security, and configuration standards
- Manage the Windows SOE, including builds, patching, and lifecycle management
- Administer Intune, Autopilot, and endpoint tools
- Support Windows, macOS, iOS, and Android environments
- Support Windows Server environments (on-prem and cloud-integrated)
- Assist with virtualisation platforms (Hyper-V)
- Troubleshoot networking issues (LAN, Wi-Fi, VPN) with internal teams or vendors
- Maintain clear and practical documentation
- Ensure knowledge sharing across the team
- Contribute to change management, incident reviews, and service improvements
- Collaborate in a small, shared-responsibility team
- Provide coverage during leave and peak periods
- Mentor junior team members through knowledge sharing
- Experience supporting enterprise end-user environments
- Advanced Microsoft 365 and identity management expertise
- Hands-on experience with Intune, Autopilot, and modern device management
- Solid knowledge of Windows Server and virtualisation
- Strong troubleshooting across desktop, server, and cloud
- Strong prioritisation in a fast-paced, small-team environment
- Excellent communication with technical and non-technical stakeholders
- High ownership and accountability
- Ability to work independently and collaboratively
- Pragmatic approach balancing quick wins with long-term solutions
