Senior Support Services Agent

Salary: £30,000 - 30,000 per year

Requirements

• Extensive experience working in a service desk or IT support environment
• Proven ability to coach or mentor junior colleagues
• Strong working knowledge of Microsoft Windows 11/12, Microsoft 365, Teams, and SharePoint
• Good experience with Active Directory and Azure AD user management, and mobile device management (Intune)
• Previous experience with VPN and MFA troubleshooting
• ITIL Foundation Certification or working knowledge

Responsibilities

• Act as a technical and operational lead within the Support Services team
• Support the Support Services Team Lead with day-to-day oversight, mentorship, and escalation support
• Provide first-line support via phone, email, remote tools, and IT Service Management tools for IT-related incidents and service requests
• Perform advanced troubleshooting of hardware, software, network, and account-related issues
• Monitor and manage daily ticket requests to ensure prioritisation, ownership, and timely resolution
• Allocate workload across agents, balancing operational demand and team capacity
• Accurately log, categorise, and prioritise tickets in line with defined SLAs
• Support shift coverage planning and handover coordination
• Act as a point of contact in the absence of the Team Leads for operational decisions or escalations
• Apply advanced troubleshooting skills across on-prem and cloud-based infrastructure, including Active Directory, Azure AD, Microsoft 365, Windows, iOS, and VPN

Technologies

• Active Directory
• Azure
• Cloud
• Hardware
• Support
• ITIL
• Microsoft 365
• Mobile
• Network
• SharePoint
• VPN
• Windows
• iOS
• Office 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 36 week of 2026