Principal Technical Support Engineer

The role of the Principal IT Support Specialist is to provide technical support for the IT department supporting system users across the business. The Principal IT Support Specialist may act as a delegate of the IT Manager.

Key Responsibilities

The job tasks listed below outline the scope of the position. The application of these tasks may vary, based on current business needs.

Technical:

• IT Service Management: Provide technical leadership and oversight of the Jira Service Management platform, including service requests, incidents, workflows, SLAs, reporting and continual service improvement.

• Act as the primary IT point of contact for designated offices within the region, maintaining oversight of IT operations and ensuring systems, infrastructure, equipment and support services remain secure, reliable and fit for business needs.

• IT Capacity Planning: Assess current and future IT requirements across Veramed, including users, devices, software, licensing, Microsoft 365 services and technical resources.

• Technical Support & Escalations: Act as a senior technical escalation point for complex IT incidents, service requests and crisis situations, providing guidance and technical leadership to the IT Support team.

• Endpoint Management: Provide technical leadership for the deployment and management of Windows devices, Microsoft Intune, Autopilot, endpoint configuration, compliance and security policies.

• Microsoft 365 & Identity: Support and administer Veramed's Microsoft 365 environment, including Entra ID, Exchange Online, SharePoint, OneDrive, Teams, Conditional Access, MFA and identity and access management.

• Access Management: Oversee user access and permissions across Veramed's IT systems, ensuring access is appropriately provisioned, reviewed and removed in accordance with business, security and compliance requirements.

• IT Security: Support the implementation and maintenance of Microsoft security technologies, including Microsoft Defender, endpoint security, vulnerability management and security controls.

People Management:

• Provide technical oversight of the IT Service Desk, ensuring Jira tickets are appropriately prioritised, assigned and progressed, while maintaining consistent service standards, documentation, communication and adherence to agreed SLAs and IT processes. Support the IT Manager by identifying workload pressures, recurring issues and opportunities for service improvement.

• Provide technical leadership and guidance to IT Support colleagues, acting as a senior point of reference for complex technical issues and day-to-day support activities.

• Mentor and support IT technical staff, sharing knowledge, troubleshooting approaches and best practices to help colleagues develop their technical capabilities and confidence.

• Provide technical coaching and guidance to colleagues to promote consistent, high-quality IT support and encourage ownership and effective problem solving.

• Act as a positive role model within the IT team, promoting collaboration, accountability, professionalism and a strong customer-focused approach.

General:

• Lead internal, client and supplier meetings effectively
• Share technical and practical knowledge within the team and with colleagues
• Build effective collaborative working relationships with internal team members and external suppliers
• Seek opportunities to develop innovative ideas, sharing when appropriate
• Identification of training needs/gaps across the IT Team/business
• Contribute to the development of company SOPs, policies and other documentation related to IT and computer systems
• Perform work in full compliance with applicable legislation, regulations, company policies, procedures and training
• Develop and provide internal technical training where appropriate
• Lead process improvement initiatives

Minimum Qualification Requirements

• BSc, MSc or PhD in computing or other numerical discipline (or relevant equivalent industry experience)
• At least 8 years of relevant IT experience
• Microsoft & COMPTIA A+ N+ S+ Certifications (Desired)

Other Information/Additional Requirements

• Able to manage several diverse tasks efficiently
• Excellent written and verbal communication skills
• Excellent interpersonal and negotiation skills
• Self-management skills with a focus on results for timely and accurate completion of competing deliverables