About this role
Salary: £30,000 - 30,000 per year
Requirements: Extensive experience working in a service desk or IT support environmentProven ability to coach or mentor junior colleaguesStrong working knowledge of Microsoft Windows 11/12, Microsoft 365, Teams, and SharePointGood experience with Active Directory and Azure AD user management, and mobile device management (Intune)Previous experience with VPN and MFA troubleshootingITIL Foundation Certification or working knowledge Responsibilities: Act as a technical and operational lead within the Support Services teamSupport the Support Services Team Lead with day-to-day oversight, mentorship, and escalation supportProvide first-line support via phone, email, remote tools, and IT Service Management tools for IT-related incidents and service requestsPerform advanced troubleshooting of hardware, software, network, and account-related issuesMonitor and manage daily ticket requests to ensure prioritisation, ownership, and timely resolutionAllocate workload across agents, balancing operational demand and team capacityAccurately log, categorise, and prioritise tickets in line with defined SLAsSupport shift coverage planning and handover coordinationAct as a point of contact in the absence of the Team Leads for operational decisions or escalationsApply advanced troubleshooting skills across on-prem and cloud-based infrastructure, including Active Directory, Azure AD, Microsoft 365, Windows, iOS, and VPN Technologies: Active DirectoryAzureCloudHardwareSupportITILMicrosoft 365MobileNetworkSharePointVPNWindowsiOSOffice 365 More:
We are based in Farnborough and offer a competitive salary. As a Senior Support Services Agent, we operate within the Support Services team, where we value advanced technical expertise, knowledge sharing, and ensuring our teams activities align with defined standards and service level agreements.
last updated 37 week of 2026