Location
Central London (Office Based – 5 Days Per Week)

Hours
Full Time

Salary
£50,000 - £60,000 per annum

About the Role
We are partnering with a well-established organisation seeking an experienced Senior IT Support Engineer to join its internal technology team. This is a hands-on, customer-focused support role where you will provide technical expertise while delivering an exceptional experience to users across the business. You will work within a fast-paced IT support function, resolving a wide range of technical issues, maintaining core technologies, and ensuring users receive a responsive, high-quality support service.

The ideal candidate will have strong Citrix experience, enjoy working directly with people, thrive in a busy ticket-driven environment, and take pride in delivering excellent customer service. This role is perfect for someone with strong technical capability who enjoys being hands-on, solving problems, and building relationships with users rather than stepping away from frontline support.

Key Responsibilities
- Provide high-quality IT support to users across the business
- Deliver an outstanding customer experience, acting as a trusted point of contact for technical support
- Support and troubleshoot Citrix environments, ensuring reliable access to business applications
- Manage incidents, service requests and technical issues through the IT service management platform, working to agreed service levels
- Administer and support Microsoft Active Directory, Entra ID and Microsoft 365
- Configure and support Windows devices, user accounts and permissions
- Diagnose and resolve hardware, software, networking and desktop support issues
- Support user onboarding, offboarding and device provisioning
- Work collaboratively with internal IT colleagues and third-party suppliers to resolve technical issues
- Create and maintain technical documentation and knowledge base articles
- Contribute to continuous improvement by identifying opportunities to enhance support processes and the end-user experience

Experience
- Previous experience in an IT Support Engineer, Senior IT Support Engineer, Desktop Support Engineer, End User Computing (EUC) Engineer or similar role
- Strong hands-on experience supporting Citrix environments
- Experience administering Active Directory and Microsoft Entra ID
- Good working knowledge of Microsoft 365
- Experience working within a busy, ticket-driven IT support environment
- Strong troubleshooting skills across Windows desktop technologies and end-user devices
- Excellent communication and interpersonal skills with the ability to build relationships across the business
- A customer-first approach with a genuine passion for delivering outstanding IT support
- Ability to prioritise and manage multiple support requests in a fast-paced environment

Desirable Experience
- Experience supporting users across multiple sites
- Knowledge of Windows Server
- Experience with IT service management platforms such as ServiceNow
- Understanding of ITIL best practices
- Experience with Microsoft Intune or other endpoint management solutions
- Relevant Microsoft certifications

About You
You are a technically strong IT Support Engineer who enjoys working closely with users, delivering exceptional customer service, and solving complex technical issues in a hands-on support environment. You thrive in a collaborative team setting and are motivated by continuous learning and professional development.