Senior IT Engineer

Job ID


The Role: We are seeking candidates who have strong, proven experience in troubleshooting and be able to interact with both internal and external customers at all levels. The ideal candidate will be proactive and customer focused preferably with previous experience in the IT or software industries. The role is to provide onsite IT support to the expanding UK office of Trend Micro’s European Division, based in Paddington, as well as remote support to the smaller offices within the Scandinavian region. This position requires a person who will be able to work independently on a daily basis but also as part of teams for project deployments. Ideally the person would have experience working in a dynamic technology company and have had to support employees locally and remotely.

The Responsibilities

You will:

  • Handle, prioritize and effectively respond to a wide variety of user request encompassing issues including; printers, laptops, networks, backups, servers and software.
  • Interact on a daily basis with users, Global Helpdesk based in Philippines, remote technical Level 2 and 3 teams and internal European IT team.
  • Communicate clearly to customers on a variety of use cases from simple account administration to complex and highly technical customer requests.
  • Be comfortable with Director level interactivity on a daily basis in a bustling Sales-focused office environment  
  • Ensure the IT experience for external clients to the flagship London office is treated with the highest priority
  • Manage the development of IT Interns on placement in the London office.
  • Actively contribute to continuous application and process improvement through product and documentation review, process refinement and systems configuration and implementation.
  • Contribute to service improvement through the monitoring and tracking of case closure to ensure service level agreement is met in the majority of cases.
  • Be the Technical contact point for office moves within the assigned countries
  • Responsible for Telephone and Mobile Phone setup, PBX administration

You Are


  • Educated to degree level in applicable discipline (IT, Engineering, Computer programming) or equivalent study / experience
  • Good working knowledge in Microsoft office and server products.
  • Good working knowledge in Microsoft Active Directory.
  • Good working knowledge of networks and network protocol TCP/IP.
  • Knowledge of Linux desirable
  • Knowledge of cabling (Cat5/Cat5E) desirable

You Have

  • Have 4-5+ years’ experience in a similar role
  • Excellent Mac OS X skills (Mac Mini Server, MacBook Pro and MacBook Air) – 45% Mac users base
  • Experience of Open Directory and Workgroup Manager
  • Have extensive Microsoft OS Platform and Active Directory support experience
  • Provide desktop support for all employees including remote employees
  • Document processes and procedures to an ISO standard.
  • Good working knowledge of network infrastructure
  • Experience with building Virtual Machines (vmWare an advantage).
  • Previous Telecoms support an advantage 
  • Experience administering Exchange 2010 - 2016
  • Windows Deployment Server (WDS), Munki or equivalent imaging solutions a distinct advantage.
  • Knowledge of end point security/protection/encryption
  • Windows and MAC OS Patching Experience (WSUS or Ivanti Shavlik an advantage)
  • Supporting Video Conferencing systems and rooms. Zoom experience an advantage.
  • Previous minor IS Project Management experience desirable


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