Senior Systems Engineer

Our IT Managed Services business enables customers to innovate, transform, and seize new opportunities. The Technical Operations function underpins this mission by delivering enterprise-grade, 24x7x365 technical support to mid-market clients across both public and private sectors. We operate a shared services model aligned with ITIL v4, underpinned by ServiceNow, automation, and generative AI. Our 24x7 Operations squads cover infrastructure, cloud, modern workplace and core services, providing preventative management and incident response.

As a Senior Systems Engineer, you will provide third-line expertise in Windows server and cloud infrastructure technologies. This role is pivotal in maintaining system stability and resolving complex incidents across our customer base. You will combine deep technical ability with a strong service ethic, ensuring timely resolution and sharing knowledge to uplift those around you.

This is a shift-based role forming part of a 24x7 squad, responsible for live service health, incident resolution, change implementation, and proactive operations.

• Provide expert-level technical support across Windows Server, Active Directory, Microsoft Azure, Microsoft 365, and virtualisation platforms.
• Lead on resolution of complex incidents and problems escalated by Systems Engineers and Analysts.
• Implement standard changes, patching, backup management and platform upgrades across customer environments.
•  Act as technical escalation point within the squad and during shift; maintain clear records within ITSM tooling.
• Collaborate with engineers across shifts to ensure accurate handovers and continuity of service.
• Use CMDB, dependency mapping and monitoring insights to support root cause analysis and reduce recurrence.
• Contribute to and enhance operational runbooks and knowledge articles in ServiceNow.
• Support continual service improvement by identifying trends and recommending monitoring, automation, or documentation improvements.
• Apply critical thinking to emerging issues and adapt quickly to changing operational conditions.
• Provide informal mentoring to Engineers and Analysts on shift, acting as a technical role model.

• Deep technical experience supporting Microsoft Windows Server environments and Azure-based infrastructure.
• Working knowledge of Microsoft 365 administration and integration.
• Experience with virtualisation technologies (VMware/Hyper-V), storage platforms and backup tools.
• Strong troubleshooting skills across infrastructure platforms and multi-tenant environments.
• Familiarity with monitoring tools (e.g. LogicMonitor) and ITSM platforms (e.g. ServiceNow).
• Demonstrable knowledge of ITIL v4 processes including Incident, Problem, and Change Management.
• Strong communication skills and ability to convey complex technical detail clearly.
• Practical awareness of ISO27001, patching standards, and configuration control.
• A proactive approach, with the confidence to take ownership of incidents.
• Eligibility for UK Government Security Check (SC) clearance.

Desirable Skills and Experience

• Microsoft Certified: Azure Administrator Associate or equivalent.
• Experience contributing to major incident or service restoration activities.
• Exposure to automation or scripting (e.g. PowerShell).
• Understanding of networking fundamentals and perimeter security.
• Experience working in a shared services or MSP environment.

Additional Information

This is a shift-based role forming part of a 24x7 operations squad. Candidates must be willing and able to work a 24x7 pattern including nights, weekends, and public holidays.

Wellbeing that means something

• 26 days’ holiday + bank holidays (and the option to buy more) plus 1 paid volunteering day every year
• Exceptional family leave, 26 weeks fully paid maternity/adoption, 4 weeks fully paid paternity, 22 weeks fully paid shared parental leave, plus 5 days paid bereavement leave
• Robust sick pay of up to 13 weeks full pay + 13 weeks half pay
• 24/7 Employee Assistance Programme for confidential support
• Private medical insurance for everyone, no medical-history exclusions

Financial benefits that have your back

• Group-wide performance bonus, when we win, you win
• Income protection: up to 75% salary for 5 years if you ever need it

Grow your career with us

• SkillsHub learning platform with leadership pathways, future-manager training, and a huge online library
• Access to external training and apprenticeships

Making a Difference 

• MatchIt! Fundraise for a cause close to your heart and OneAdvanced will match part of the funding
• Pennies from Heaven donate the pennies from your pay check to help make a difference without lifting a finger

Plus plenty other flexible benefits to suit your lifestyle on our RewardHub, including:

• ULEV car scheme with 1,000+ models
• Dental insurance, Health Cash Plan, Critical Illness Cover, Partner Life Cover