Senior Technical Support Representative
Core
Senior escalation point for complex technical issues, leading major incident resolution and mentoring junior engineers.
Role type
Senior Level 2/3 Technical Support Representative
Builds
Advanced support for Microsoft 365, Entra ID, Intune, Windows Server, Active Directory, networking, and firewalls
Domain
IT Services / Managed Services Provider (MSP)
Deliverable
client delivery
Required skills
Advanced troubleshooting, incident management, mentoring, process improvement, customer service, SLA management
Preferred skills
MSP environment experience, calm under pressure, ownership mindset
Technologies
Microsoft 365, Entra ID, Intune, Windows Server, Active Directory, networking, firewalls
Responsibilities
Act as senior escalation point for complex technical issues; Lead and coordinate major incidents (P1/P2); Provide advanced support across Microsoft 365, Entra ID, Intune, Windows Server, Active Directory, networking, and firewalls; Mentor and support junior engineers; Drive continuous improvement through process, documentation, and knowledge sharing; Deputise for the Technical Services Manager when required; Deliver exceptional customer service while ensuring SLAs are met.