Senior IT Engineer

Senior IT Engineer Cheltenham based - Onsite with occasional customer visits £30-40k MSP/Education background advantageous About the Company A growing, medium-sized IT support company providing reliable and professional technology services to a range of educational establishments and businesses. Our services include IT support, Microsoft 365, cloud services, networking, cybersecurity, backup and infrastructure management. We are looking for an enthusiastic and customer-focused Senior IT Engineer to join our team. This is an excellent opportunity for someone who enjoys solving technical problems, working with customers and developing their IT skills in a varied support environment. The Role As a Senior Engineer, you will provide technical support to our customers, resolving incidents and service requests across a range of hardware, software, networking and cloud technologies. You will work as part of a collaborative technical team, taking ownership of support tickets from initial diagnosis through to resolution while ensuring customers receive a professional and friendly service. The role will involve a mixture of remote support, telephone support and onsite customer visits . Key Responsibilities · Provide technical support to customers. · Respond to and resolve IT incidents and service requests within agreed SLAs. · Troubleshoot hardware, software, networking and connectivity issues. · Support Microsoft Windows desktops, laptops and applications. · Administer and troubleshoot Microsoft 365 services, including Exchange Online, Teams, SharePoint and OneDrive. · Manage user accounts, permissions and access using Microsoft Entra ID / Active Directory. · Install, configure and maintain computers, laptops, printers and other IT equipment. · Troubleshoot network connectivity, Wi-Fi, VPN and basic firewall issues. · Assist with onboarding and offboarding users. · Support antivirus, endpoint security, backup and monitoring solutions. · Maintain accurate documentation. · Escalate complex issues when appropriate. · Communicate technical information clearly to both technical and non-technical customers. · Carry out onsite support visits when required. · Assist with IT projects, upgrades and cloud migrations. · Maintain a high standard of customer service and professionalism at all times. Essential Skills