Senior Support Engineer

Senior Support Engineer

The Senior Support Engineer will be responsible for delivering exceptional customer service whilst providing advanced technical support for all end-user computing (EUC) services across the Events business. They will troubleshoot complex technical issues, serve as an escalation point, and provide guidance to junior members of the IT team.

The Senior Support Engineer will also play a key role in supporting core IT infrastructure including Microsoft Entra ID, Microsoft 365, Storage platforms, Cloud IaaS / SaaS Services, Disaster Recovery services and security tooling such as CrowdStrike and TenableIO.

To meet business needs, the role will proactively contribute to internal IT projects, provide flexible support for events, and assist with M&A activities.

The role will work closely with the IT Operations Manager and Network & Security Manager to ensure all systems are maintained, secure and optimized.

Key Responsibilities and Accountabilities

• Provide advanced support and troubleshooting for IT infrastructure, EUC, and cloud services (M365, Azure, backups, identity, and security tools).
• Assist end-users with hardware/software support, remote assistance, device provisioning, and lifecycle management in dynamic event settings.
• Manage and resolve escalated tickets, ensuring timely incident response, root cause analysis, and documentation of solutions across desktops, laptops, servers, and cloud platforms.
• Perform routine maintenance, patching, and updates for systems, including backups, endpoint management and security tools.
• Monitor IT assets using tools for performance, alerts, and proactive issue identification, collaborating with the IT Operations Manager on optimizations.
• Contribute to IT projects, migrations, and upgrades, ensuring minimal downtime and high service quality.
• Assist in documenting IT systems, procedures, and configurations for knowledge sharing.
• Mentor junior technicians and engineers, guiding them on troubleshooting and best practices.
• Assist with M&A-related IT integration activities, including onboarding of new acquisitions.
• Liaise with vendors and third parties for escalations, support cases, and service delivery.
• Research and recommend improvements to IT support processes, tools, and technologies to enhance efficiency and user experience.
• Participate in on-call rotations for after-hours support, event-specific setups, and emergency incident response.

Unusual Challenges or Circumstances

• There may be occasions that you may be requested to work out of the normal office hours and/or be asked to participate in travel, including weekends and holidays for event support. This is subject to your manager's discretion and will be discussed with you if applicable.

Key Results Areas

• Deliver high-quality IT support that minimizes downtime and ensures reliable infrastructure for global events and operations.
• Consistently punctual, follows instructions, responds to management direction, and solicits feedback to improve performance.
• Resolve escalated issues efficiently, contributing to overall team performance and user satisfaction.
• Foster a strong work ethic and operational disciplines to maintain high levels of system availability and security.
• Support strategic initiatives in IT best practices, cost management, and adoption of emerging technologies.

Person Specification

Knowledge and Experience

• Demonstrable experience in IT support or engineering roles, ideally in a global or 24/7 environment.
• Strong hands-on experience supporting EUC operating systems including Windows, Mac, iOS and Android.
• Experience of administering EUC management platforms such as Intune and Jamf/Kandji.
• Experience administering Microsoft 365, cloud services (e.g. Azure), and identity platforms.
• Familiarity with backup solutions, security tools, and monitoring platforms.
• Experience of working within media or events industries.
• Previous involvement in IT projects, upgrades, and migrations.
• Experience supporting Mergers and Acquisitions (M&A) integration (desirable).

Skills and Abilities

• Advanced troubleshooting skills for infrastructure, EUC, and cloud systems.
• Ability to administer and support M365, Azure, and security platforms.
• Proficiency in supporting end-user devices, deployments, and remote troubleshooting.
• Knowledge of ITSM processes (incident, problem, and change management – ITIL preferred).
• Strong problem-solving and analytical skills under pressure.
• Ability to communicate technical information clearly to both technical and non-technical audiences.
• Experience working with monitoring, alerting, and IT management tools.
• Adept at working in a fast-paced environment and managing high stress scenarios.
• Team player with ability to mentor junior colleagues and contribute to a collaborative IT environment.

Qualifications and Training

• Bachelor's degree in IT or equivalent experience.
• Demonstrable experience working in a technical environment with a focus on IT support.
• Certifications in IT support or related areas (e.g., CompTIA A+, Microsoft Certified: Azure Administrator, ITIL Foundation).

Aptitudes/Personal Profile

Drive and Enthusiasm

• Strong commitment to high-quality support and customer service.
• Proactive and enthusiastic about solving problems and improving processes.
• Is action oriented and pursues everything with energy and drive. Passionate about success and winning.

Adaptability

• Flexible and responsive to changing demands, projects, and priorities.
• Able to balance day-to-day operations with project and escalation tasks.

Communication

• Clear communicator, able to explain technical concepts effectively.
• Listens carefully, maintains confidentiality, and works collaboratively across teams.