[Hiring] Senior IT Support Engineer @Xplor

Role Description

We are looking for an experienced Senior IT Support Engineer to join our global End User Support team. This role will provide high-quality technical support to our employees and act as an escalation point for more complex technical issues. The successful candidate will have strong hands-on experience supporting enterprise IT environments, excellent troubleshooting skills, and the ability to work collaboratively across a global organisation. The role will also contribute to major incident resolution, enterprise projects, endpoint management, documentation and hardware lifecycle activities.

Key Responsibilities

• Work collaboratively with a global team of IT Support Engineers to provide consistent and effective end-user support.
• Act as an escalation point for complex technical issues, providing guidance and support to other engineers where required.
• Administer and troubleshoot Microsoft 365, including day-to-day user, application and access-related issues.
• Provide technical support for both Windows and macOS devices within an enterprise environment.
• Manage and troubleshoot endpoint management solutions, including Microsoft Intune.
• Diagnose and resolve hardware, software, application, access and endpoint-related incidents.
• Contribute to the investigation, troubleshooting and remediation of Major Incidents, working with other IT teams as required.
• Manage incidents and service requests through enterprise ITSM/helpdesk platforms such as Jira Service Management (JSM), ensuring tickets are appropriately prioritised, documented, updated and escalated.
• Create, maintain and regularly review knowledge base documentation, technical procedures and support articles.
• Identify opportunities to improve, standardise or automate End User Support processes.
• Participate in enterprise IT projects and initiatives, providing technical expertise and assisting with implementation and rollout activities.
• Support employee onboarding and offboarding, including device provisioning, application deployment and account/access activities.
• Maintain accurate hardware and asset records.
• Manage hardware stock for users in India, including stock monitoring, forecasting future requirements and coordinating equipment orders to maintain appropriate availability.
• Work with vendors and internal teams to coordinate hardware purchasing and delivery where required.
• Provide guidance and knowledge sharing to other members of the support team.

Qualifications

• 4+ years' experience working in End User Support, IT Support or a similar enterprise IT environment.
• Strong troubleshooting skills and experience resolving complex end-user technical issues.
• Strong working knowledge of Microsoft 365 administration and troubleshooting.
• Hands-on experience supporting Windows and macOS devices.
• Experience administering or supporting devices through Microsoft Intune.
• Experience working with enterprise ITSM/helpdesk platforms such as Jira Service Management, ServiceNow or similar.
• Experience managing incidents and service requests through their full lifecycle.
• Strong documentation skills with experience creating technical procedures and knowledge base articles.
• Good understanding of endpoint hardware, software and application troubleshooting.
• Strong written and verbal communication skills.
• Ability to work independently while collaborating effectively with colleagues across different regions and time zones.
• Strong organisational skills with the ability to prioritise multiple incidents, requests and project activities.

Benefits

• 12 weeks Gender Neutral Paid Parental Leave for both primary and secondary carer.
• #GiveBackDays/Commitment to social impact – 3 extra days off to volunteer and give back to your local community.
• Unlimited access to LinkedIn Learning, plus regular career and growth conversations with your leader, as part of Xplor GPS.
• Ongoing dedication to Diversity & Inclusion initiatives such as D&I Council, Global Mentorship Program.
• Access to free mental health support.
• Flexible working arrangements.