Support Engineer

• Act as the escalation point for complex support requests from the helpdesk and junior engineers
• Lead advanced troubleshooting across Windows, macOS, Linux, network equipment, cloud platforms (Google Workspace, Microsoft 365), and security systems
• Implement and manage automation scripts, system optimisations, and backend improvements
• Work directly with clients to scope and resolve business-critical issues and perform advanced diagnostics
• Review and improve documentation, SOPs, and internal knowledge base articles
• Mentor and support junior engineers through code reviews, shadowing, and coaching
• Assist with infrastructure and cloud deployments, migrations, and integrations
• Maintain high service levels and ensure ticket queues are managed proactively
• Collaborate with vendors and third-party providers to escalate and resolve service issues
• Contribute to project planning, execution, and post-implementation reviews
• Ensure asset and license management processes are followed accurately
• Participate in audits, compliance checks, and security initiatives
• Represent the support team in technical meetings and contribute to continuous improvement strategies

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