Senior Desktop Support Engineer

About the Role

The Senior Desktop Support Engineer at MCO is a key member of the IT & Security team, responsible for delivering high-quality technical support, managing endpoint technologies, and ensuring a reliable and secure computing environment for all employees. This role requires an experienced engineer who is proactive, customer-focused, and capable of owning complex support and infrastructure tasks end-to-end.

Key Responsibilities

End-User Support & Service Excellence:

• Serve as the senior escalation point for complex incidents, ensuring SLA compliance as outlined in the IT Strategy.
• Help reduce volume of common incidents by creating automation, self-service flows, and better classification/playbooks.
• Champion user satisfaction improvements, participating in analysis of feedback gathered from post-resolution surveys.
• Partner with the ITSM implementation initiative by contributing to workflows, incident routing logic, and transition planning.

Security & Compliance:

• Working in consultation with the Information Security team implement endpoint security measures aligned to ISO 27001 and SOC2.
• Stay up-to-date on information technology trends and security practices.
• Assist with ISO/SOC audit evidence gathering and continuous compliance initiatives.

Automation, Self-Service & Knowledge Base Contribution:

• Develop scripts, automations, and Intune policies that reinforce the push toward self-service and reduced resolution times.
• Create and maintain high-quality, user-friendly knowledge base articles to support the IT Strategy's knowledge-base expansion.
• Collaborate with AI chatbot initiatives to identify suitable content and build guidance that improves first-line automation.

Endpoint Management & Operational Modernisation:

• Manage and optimise endpoint platforms to support scalable environments.
• Administer and optimise endpoint management platforms (e.g., Intune, Autopilot).
• Manage device lifecycle: procurement, imaging, deployment, patching, and secure decommissioning.
• Create and maintain standard operating procedures, knowledge base articles, and automation scripts.
• Support identity and access management processes (Azure AD, MFA, SSO).

Operational Excellence:

• Contribute to ITSM improvements including SLAs, incident management, request fulfilment, and proactive monitoring.
• Track and analyse support metrics; recommend improvements to reduce ticket volumes and improve user satisfaction.
• Participate in projects involving office IT fit-outs, network upgrades, hardware refresh cycles, and user-experience initiatives.
• Conduct root-cause analysis of issues and propose structural improvements rather than one-off fixes.

Required Skills & Experience

• 10+ years in desktop/support engineering roles in a corporate environment.
• Strong expertise in Windows 11, Microsoft 365 ecosystem (Intune, Autopilot, etc.), and modern endpoint management tools.
• Familiarity with ITSM processes, SLAs, and service maturity models.
• Proficient in troubleshooting networking fundamentals (TCP/IP, DNS, VPN, Wi-Fi).
• Experience with security technologies (EDR, patching solutions, conditional access).
• Excellent communication, documentation, and customer-service skills.
• Ability to manage multiple priorities in a fast-moving, globally distributed environment.

Nice-to-Have

• Experience participating in ITSM platform implementation (e.g., workflows, playbooks, KB structures).
• Certification in relevant technologies.
• Experience with macOS support and management frameworks.
• ITIL Foundation or similar certification.
• Previous experience in an ISO 27001 & SOC2 -aligned organisation.

What You'll Bring

• A self-starter with the ability to achieve with limited management oversight.
• A continuous-improvement mindset aligned with strategic service uplift goals.
• Passion for automation, user experience, and operational efficiency.
• Commitment to delivering an excellent employee experience through reliable IT systems.

What We Offer

• Opportunity to directly influence the IT service transformation roadmap.
• A role that blends hands-on engineering with strategic service evolution.
• A collaborative, respectful environment with real opportunities to influence IT standards and strategy.
• Competitive compensation and benefits package.

Key skills/competency

• Endpoint Management
• Intune & Autopilot
• Microsoft 365
• Windows 11
• ITSM Processes
• Network Troubleshooting
• Security Technologies
• Automation & Scripting
• Customer Service
• ISO 27001 & SOC2