Senior IT Support Engineer

ABOUT IQ-EQ

We’re a leading Investor Services group offering end-to-end services in administration, accounting, reporting, regulatory and compliance needs of the investment sector worldwide. We employ a global workforce of 6,500+ people across 24 jurisdictions and have assets under administration (AUA) exceeding US$857 billion. We work with 13 of the world’s top-15 private equity firms.

Our services are underpinned by a Group-wide commitment to ESG and best-in-class technology including a global data platform and innovative proprietary tools supported by in-house experts.

Above all, what makes us different is our people. Operating as trusted partners to our clients, we deliver intelligent solutions through a combination of technical expertise and strong relationships based on deep client understanding.

We’re driven by our Group purpose, to power people and possibilities.

This Role

Provides Level 2 IT support and technical administration across Microsoft 365, Intune, Cisco Meraki, and managed services environments, ensuring timely resolution of support requests, proactive system management, client satisfaction, operational efficiency, and adherence to service delivery standards.

What You Will Do

• You'll manage assigned support tickets, escalations, and project tasks through a dispatcher-driven service model, providing timely issue resolution, remote support, root-cause analysis, accurate documentation, knowledge base contributions, and detailed time recording to support service delivery and client billing requirements.
• You'll administer and support Microsoft 365 environments, including Exchange Online, Teams, SharePoint, OneDrive, Microsoft Entra ID, Conditional Access, MFA, SSPR, and Intune, while assisting with tenant migrations, environment buildouts, device management, application deployment, and automation using PowerShell and Microsoft Graph.
• You'll configure, manage, and troubleshoot Cisco Meraki networking solutions, including MX, MS, and MR devices, VLANs, firewall rules, DNS, NAT, VPN connectivity, domain management, and network remediation activities, escalating complex issues when appropriate.
• You'll support client onboarding, infrastructure deployments, and technology projects by providing remote, phone, email, and onsite technical support, clearly communicating complex technical information to non-technical stakeholders, and contributing to the implementation and optimisation of the organisation's technology stack.
• You'll maintain strong operational discipline by proactively communicating workload status, collaborating with internal teams, monitoring alerts and system health, supporting security and compliance initiatives, and ensuring high-quality service delivery across endpoint management, networking, cloud platforms, and managed services operations.

About You

• You have 2-4 years of experience in IT support, preferably within a Managed Service Provider (MSP) environment, with experience managing support tickets, escalations, and client-facing technical support.
• You possess strong Microsoft 365 administration expertise, including Exchange Online, Teams, SharePoint, OneDrive, Microsoft Entra ID (Azure AD), Intune, Conditional Access, MFA, device management, and identity and access management solutions.
• You have hands-on experience with RMM and remote support platforms, preferably ConnectWise Automate, ConnectWise Manage (PSA), and ConnectWise ScreenConnect, along with basic PowerShell scripting and exposure to Microsoft Graph API.
• You demonstrate strong networking knowledge, including DNS, VLANs, NAT, VPNs, routing, firewall management, and Cisco Meraki administration across MX, MS, and MR environments.
• You have excellent analytical, troubleshooting, communication, documentation, and customer service skills, with the ability to work independently, manage competing priorities, support onsite and remote clients, and maintain service levels; certifications such as CompTIA Network+, Microsoft MD-102, Cisco Meraki CMNA, ConnectWise, or ITIL Foundation are advantageous.

OUR COMMITMENT TO YOU AND THE ENVIRONMENT

Sustainability is integral to our strategy and operations. Our sustainability depends on us building and maintaining long-term relationships with all our stakeholders - including our employees, clients, and local communities - while also reducing our impact on our natural environment.

There is always more we can, and should do, to improve - whether in relation to our people, our clients, our planet, or our governance. Our ongoing success as a business depends on our sustainability and agility in a changing and challenging global landscape. We’re committed to fostering an inclusive, equitable and diverse culture for our people, led by our Diversity, Equity, and Inclusion steering committee.

Our learning and development programmes and systems (including PowerU and MyCampus) enable us to invest in growing our employees’ careers, while our hybrid working approach supports our employees in achieving balance and flexibility while remaining connected to their colleagues. We want to empower our 6,500+ employees - from 94 nationalities, across 24 countries - to each achieve their potential. Through IQ-EQ Launchpad we support women managers launching their first fund, in an environment where only 15% of all private equity and venture capital firms are gender balanced.

We’re committed to growing relationships with our clients and supporting them in achieving their objectives. We understand that our clients’ sustainability and success lead to our sustainability and success. We’re emotionally invested in our clients right from the beginning.