Senior Support Services Agent

Senior Support Services Agent

Location: Farnborough, England, United Kingdom

Role Type: Permanent - Full Time

Package: £31,050 - £34,500 (salary dependent on experience) + Benefits

Role ID: SF20290

At QinetiQ, we're not just imagining tomorrow we are creating it. From cutting edge defence technology to ground breaking innovations our mission is to empower and protect lives. Join us as a Senior Support Services Agent at our Farnborough site, where you will have the opportunity to work with cutting edge technology in partnership with some of the most brilliant minds.

The Role

As a Senior Support Services Agent, you'll act as a technical and operational lead within the Support Services team, supporting the Support Services Team Lead in day to day oversight whilst providing mentorship and escalation support to other Support Service Agents.

Day to day, you'll bring advanced technical expertise, foster knowledge sharing and ensure the teams activities align with defined standards and service level agreements.

Your responsibilities will include:

• Providing first line support via phone, email, remote tools, and IT Service Management tools for IT related incidents and service requests
• Advanced troubleshooting of hardware, software, network, and account related issues in line with the technologies implemented
• Monitoring and managing daily ticket quests to ensure appropriate prioritisation, ownership, and timely resolution
• Allocating workload across agents, balancing operational demand and team capacity and accurately logging, categorising and prioritising tickets in line with defined SLAs
• Supporting the Support Services Team Leads with shift coverage planning and handover coordination
• Acting as a point of contact in the absence of the Team Leads for operational decision or escalations
• Applying advanced troubleshooting skills across on prem and cloud based infrastructure (Active Directory, Azure AD, Microsoft 365, Windows, iOS and VPN)

Essential experience of the Senior Support Services Agent:

• 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
• Prior experience showing

Essential qualifications for the Senior Support Services Agent:

• ITIL Foundation Certification or working knowledge

We value difference and we don't have a fixed idea when it comes to background or education, provided you can show the required level of experience and willingness to learn then we would like to hear from you.

This role is 37 hours per week based at our Farnborough site and is fully on site.

Please note that all applicants for this role must be eligible for SC clearance, as a minimum.

At QinetiQ we are committed to building an inclusive, accessible and welcoming workplace where everyone feels valued and supported. We believe that a diverse mix of backgrounds, perspectives and experiences drives innovation and leads to better outcomes for our people, customers and communities. We encourage applications from all candidates and are a disability confident committed employer. If you have a disability or need any reasonable adjustments during the recruitment process, please let us know by emailing . One of our recruitment team will contact you.

Many roles in QinetiQ are subject to national security vetting being completed, applicants who already hold the appropriate level of vetting may be able to transfer it upon appointment. A number of roles are also subject to additional restrictions, which means factors such as nationality or previous nationalities may affect the roles that you can be employed in.

Benefits

• 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
• We are proud to support the Armed Forces community by honouring the Armed Forces Covenant and maintaining our Gold Award standard in the Defence Employer Recognition Scheme
• Volunteering Opportunities - helping charities and local community