IT Team Leader / Senior Engineer

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Job Role: Senior IT Engineer

Location: London

Hours: 35 hours per week, Monday to Friday

The Role

The Senior IT Engineer is a key member of the IT support function, providing advanced technical support and expertise to ensure the smooth running of IT services across the organisation. The role primarily focuses on resolving complex 3rd line issues, acting as an escalation point for both the Service Desk (1st line) and 2nd line engineers.

In addition to day-to-day incident and problem resolution, the Senior Engineer will contribute to project work, including system upgrades, deployments, and service improvement initiatives. The role also involves maintaining and optimising existing systems, working closely with Infrastructure and Information Security teams to ensure that solutions are robust, secure, and aligned with best practice.

While primarily a 3rd line position, the Senior Engineer will also provide 2nd line support where necessary to ensure continuity of service and effective issue resolution

Key Accountabilities

• Advanced Technical Support: Provide expert-level (3rd line) support for complex technical incidents and service requests escalated from the Service Desk and 2nd line teams, ensuring timely resolution and high customer satisfaction.
• Project Delivery: Support and lead on IT infrastructure and service improvement projects, including system upgrades, deployments, migrations, and technology rollouts.
• Systems Maintenance: Maintain and optimise existing IT systems and services, ensuring performance, stability, and security in collaboration with the Infrastructure and Information Security teams.
• Cross-Team Collaboration: Work closely with Infrastructure, Security, and Application Support teams to troubleshoot and resolve cross-functional issues and contribute to broader IT initiatives.
• Problem Management: Identify the root causes of recurring technical issues and implement long-term solutions to prevent reoccurrence.
• Documentation & Knowledge Sharing: Create and maintain accurate technical documentation, including configuration records, standard operating procedures, and knowledge base articles to support consistency and shared learning.
• User and Device Administration: Manage user identities, access controls, and endpoint configurations across Active Directory, Azure AD, and Intune.
• Mentoring & Technical Guidance: Act as a subject matter expert for 1st and 2nd line teams, offering support, mentoring, and guidance to aid skill development and issue resolution.
• Onsite & Regional Support: Provide hands-on support for the in the office and travel to regional sites as needed to assist with escalations or project work.
  Experience
• Significant experience in a 3rd line support or senior IT engineering role within a multi-site or enterprise environment.
• Proven ability to resolve complex technical issues escalated from 1st and 2nd line teams.
• Hands-on experience delivering IT infrastructure and end-user technology projects (e.g. upgrades, rollouts, migrations).
• Experience working with cross-functional IT teams, particularly Infrastructure and Information Security.
• Familiarity with ITIL processes including incident, problem, and change management.
• Track record of maintaining and improving existing systems and services with a focus on performance, reliability, and security.
  Technical Skills
• Proficiency in troubleshooting hardware, software, and network connectivity issues.
• Strong knowledge of Windows desktop operating systems.
• Strong experience with desktop management tools, such as Microsoft SCCM and Intune.
• Understanding of networking concepts, protocols, and troubleshooting techniques.
• Experience and knowledge of scripting languages, such as PowerShell to automate desktop management tasks
  Qualifications
• Microsoft certifications (e.g., MS-100, AZ-104, MD-102) or equivalent enterprise IT certifications strongly preferred.
• ITIL Foundation certification (or equivalent) is desirable.
• Relevant academic qualifications in IT or Computer Science are beneficial.

The Benefits

Our customers deserve the best and the same applies to our people. We'll support you with all of the technology, training and support that you need to do your job well. We offer competitive salaries and a range of benefit packages. In addition to the core benefits, we also offer a range of exclusive discounts on extra benefits to help you and your family make the most of your money, safeguard your future and look after your health.

Diversity

We're committed to promoting diversity at Emeria and recruit on merit. We will consider applications from job share applicants.

Ready to Apply?

Click the below apply button to start your application for this role. We will ask you to upload your CV and answer a few questions.

If you meet the criteria for the role we'll be in touch to arrange a short telephone interview and our shortlist of candidates will be invited to attend interviews with the hiring manager and up to three other key stakeholders.