Senior IT Support Engineer

We are seeking an experienced and proactive Senior IT Support Engineer to join our growing IT team. This is a senior technical role requiring strong troubleshooting skills, infrastructure experience, and the ability to lead and mentor junior support staff. The successful candidate will act as the primary escalation point for complex technical issues while helping to maintain a secure, reliable, and high-performing IT environment.

Join METCLOUD – Securing the Future of Sovereign Cloud and AI. METCLOUD is an award-winning Cloud Security Service Provider at the forefront of the UK’s rapidly evolving digital landscape, recognised as a key driver of UK data sovereignty. As organisations increasingly adopt cloud, AI, and Generative AI technologies, the need for secure, compliant, and sovereign platforms is growing, and METCLOUD is leading the way. With sovereign cloud, AI, and cybersecurity adoption projected to grow significantly over the next decade, this is a great opportunity to join a company at the intersection of cloud security, artificial intelligence, and national digital resilience. We are not only enabling innovation but also securing it. METCLOUD specialises in sovereign, private, and public cloud security, delivering innovative, tailored services that seamlessly align with our clients’ operational, regulatory, and security requirements. We leverage cutting-edge cybersecurity technologies, alongside AI and Generative AI capabilities, to enhance threat detection, automate security operations, and protect sensitive workloads, including AI-driven applications and data pipelines, across complex cloud environments. Headquartered in Birmingham, METCLOUD aims to build a globally recognised brand known for trusted, secure cloud and AI-enabled cybersecurity solutions. Our platforms help organisations safely adopt AI and Generative AI while keeping full control over their data, models, and intellectual property. Our people are central to our success. We foster a culture of innovation, collaboration, and continuous learning, so our teams can work with the latest cloud, security, and AI technologies and make a tangible impact in a fast-growing market. If you are passionate about cloud security, AI, Generative AI, and shaping the future of sovereign digital infrastructure, METCLOUD offers an exciting opportunity to join a company defining the next era of secure cloud services.

Key Responsibilities

Technical Support

• Provide advanced Level 3 support for hardware, software, network, and infrastructure-related issues.
• Act as the escalation point for incidents that cannot be resolved by Level 1 and Level 2 support teams.
• Diagnose and resolve complex technical problems across desktop, server, network, and cloud environments.
• Support and administer Microsoft 365, Azure, Active Directory, Exchange Online, and related services.
• Manage Windows Server environments, Group Policies, file services, and user administration.
• Monitor, maintain, and optimise network infrastructure, including switches, firewalls, wireless networks, and VPN connectivity.
• Ensure backups, disaster recovery processes, and security controls are operating effectively.
• Maintain technical documentation and contribute to the knowledge base.

Leadership & Team Support

• Mentor and provide technical guidance to 1st and 2nd Line support engineers
• Assist with ticket prioritisation, workload management, and escalation procedures.
• Support onboarding and training of new team members.
• Promote best practices in customer service, troubleshooting, and IT operations.
• Collaborate with management on service improvements and IT projects

Projects & Continuous Improvement

• Participate in infrastructure upgrades, system migrations, and cloud adoption projects.
• Identify recurring issues and implement long-term solutions.
• Recommend improvements to systems, processes, and security controls.
• Support IT audits, compliance requirements, and cybersecurity initiatives.

Experience

• Minimum 10 years' experience in IT support or systems administration.
• Strong knowledge of:
  • Microsoft 365 Administration
  • Microsoft Exchange Online
  • Microsoft SharePoint Online
  • Microsoft Entra ID
  • Microsoft Azure
  • Microsoft Windows Server Administration
  • Microsoft Active Directory and Group Policy
  • Virtualisation technologies (VMware and/or Hyper-V)
  • Endpoint security and device management
  • Backup and disaster recovery solutions
  • Networking (TCP/IP, DNS, DHCP, VPN, VLANs)
  • Network switching and Wi-Fi (Aruba)
  • Network Security (SonicWALL)
• Proven experience troubleshooting complex technical issues.
• Excellent communication and customer service skills.
• Ability to work independently and manage multiple priorities.

Desirable Qualifications

• Microsoft Certified: Azure Administrator Associate
• Microsoft Certified: Azure Solutions Architect Expert
• Microsoft Certified: Windows Server Hybrid Administrator Associate
• Microsoft Certified: AI Business Professional
• Microsoft Certified: Copilot and Agent Administration Fundamentals
• ITIL Foundation Certification.
• CompTIA Network+, Security+, or equivalent.

Experience with cybersecurity frameworks and best practices.

Skills

• Ability to work independently and as a member of a team.
• Excellent interpersonal and communication skills and effective report writing skills.
• Flexible approach to work according to the needs of the organisation and excellent organisational skills.
• Confident in using IT applications.
• Attention to detail and good timekeeping.
• Ability to demonstrate high levels of attention to detail.

Benefits

• Salary negotiable
• 25 days annual holiday + bank holidays
• Company pension scheme (after the qualifying period)
• Private Health Care (after 1 year of completed service)
• Private Life Insurance
• Great working environment with a young and passionate team
• Part of a company which strives to invest in People (training, wellbeing programs)

Working hours: 37.5 hours per week