Senior Support Services Agent

QinetiQ

Senior Support Services Agent providing technical leadership to the Support Services team at QinetiQ. Handling support through phone, email, and IT tools while ensuring alignment with service standards.

Posted 7/20/2026full-timeFarnborough • 🇬🇧 United KingdomSenior💰 £31,050 - £34,500 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates advanced troubleshooting skills in both on-prem and cloud-based infrastructure, with a strong working knowledge of Microsoft Windows 11/12, Microsoft 365, and ITIL practices. Capable of leading support operations, mentoring junior staff, and effectively managing service desk ticket prioritization and resolution.

Highest-signal resume keywords

Advanced TroubleshootingMicrosoft Windows 11/12Microsoft 365ITIL Foundation CertificationActive Directory/Azure AD Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Advanced TroubleshootingTicket ManagementVPN TroubleshootingMFA TroubleshootingMobile Device ManagementUser ManagementService Desk OperationsCloud-Based InfrastructureOn-Prem InfrastructureCoaching/Mentoring

Soft Skills

LeadershipCommunicationTeam CoordinationDecision MakingProblem Solving

Tools & Technologies

IT Service Management ToolsRemote Support ToolsMicrosoft TeamsSharePointIntune

Certifications & Qualifications

ITIL Foundation Certification

Industry Keywords

Service DeskIT SupportTechnical SupportOperational LeadTicket Prioritization

Tech Stack

Tools & technologies

AzureCloudITSM

About the role

Key responsibilities & impact

Act as a technical and operational lead within the Support Services team
Provide first-line support via phone, email, remote tools, and IT Service Management tools
Advanced troubleshooting of hardware, software, network, and account-related issues
Monitor and manage daily ticket quests to ensure appropriate prioritisation and resolution
Allocate workload across agents and accurately log, categorise and prioritise tickets
Support the Support Services Team Leads with shift coverage planning and coordination
Act as a point of contact in the absence of the Team Leads for operational decision or escalations
Apply advanced troubleshooting skills across on-prem and cloud-based infrastructure

Requirements

What you’ll need

Extensive experience working in a service desk or IT support environment
Proven ability to coach or mentor junior colleagues
A strong working knowledge of Microsoft Windows 11/12, Microsoft 365, Teams, SharePoint
Good experience with Active Directory/ Azure AD user management, mobile device management (Intune)
Previous experience VPN and MFA troubleshooting
ITIL Foundation Certification or working knowledge

Benefits

Comp & perks

Matched contribution pension scheme, with life assurance
Generous holiday allowance, with the option to purchase additional days
Options to join Health Cash Plan, Private Medical Insurance and Dental Insurance
Employee discount portal: Personal Accident Insurance, Travel Insurance, Restaurants, Cinema Tickets and much more
Volunteering Opportunities - helping charities and local community