Senior IT Engineer

- Lead end-to-end escalations, coordinating with internal teams and external suppliers for timely resolution - Act as the senior point of contact for complex technical issues, taking ownership from triage through to closure - Mentor junior technicians through coaching, shadowing, and feedback - Support users across multi-site or hybrid environments, adapting to varying priorities and user confidence levels - Maintain high-quality case handling through clear documentation and accurate ticket notes - Balance BAU support, planned work, and small project tasks while maintaining high service standards - Administer Microsoft 365 services along with identity, collaboration, and security tooling - Manage device enrollment, configuration, and compliance policies - Provide senior troubleshooting across various platforms - Support core server environments in day-to-day operations - Assist with project delivery and continuous improvement initiatives - Maintain disciplined incident handling with clear case notes and record keeping - Produce and maintain SOPs and technical documentation - Contribute to improving resolution times and enhancing user experience