Senior IT Support Specialist City of London, London £36,000 - £40,000 dependent on experience Permanent, Full-Time Company Our client, Sensical Services Ltd is a small and fast-growing IT consultancy and managed services provider based in the City of London. Their customers are small and medium sized organisations (SMEs) in financial services and other sectors that appreciate a level of expert advice, reliability of systems and quality support that is a cut above the average. They are a friendly, close-knit, and supportive team of professionals. Job Role Sensical are looking for an enthusiastic and seasoned IT professional to join their Service Desk Team within the Support Department. This role would ideally suit someone who has previously worked for a Service Desk team, ideally in an MSP environment, and is now looking to take the next step in their career. The role will assist with delivering excellent support services to all our customers. Candidates will need to have a proven passion for IT support and technology, coupled with a professional customer service approach. This is an opportunity to join a small and growing company, gain exposure to a wide range of technologies and progress a successful career in IT support and consultancy. The role is based at our London office with regular days at our client sites in London and Watford. Incident Management – 1st / 2nd Line Support (90%) Triage of all Incidents and Service Requests logged for urgency and priority Resolving or escalating tickets within agreed SLTs Updating tickets within service desk software Delivering remote and on-site customer support Desktop patching and maintenance tasks On site client support in London and Watford (as part of rota) Remote support from Sensical London office On call support (as part of team rota) Project Work (10%) Supporting the Delivery of all projects Other Responsibilities Being an escalation point for other Service Desk team members Becoming a champion of knowledge for specific technologies within the team Personal Competencies and Behaviours Experience of writing internal support documentation and client reports Understanding of IT best practices and procedures (ITIL, Change Control) Excellent organisation skills and ability to reprioritise in a fast-paced environment Ability to take ownership, assess and troubleshoot incidents methodically Comfortable with regular commute to Central London and Watford areas Able to be part of an out of hours on call rota, one week in four A passion for IT and a desire to learn new technologies Professional attitude, able to work with stakeholders at all levels of an organisation Customer service focus with desire to go above and beyond Team player with the ability to perform well under pressure Punctual, good attention to detail Excellent written and verbal communication skills Technical Skills Advanced knowledge of essential technologies: Microsoft Desktop OS (Windows 10 & 11) Active Directory (Users & Computers, GPO) Entra ID & MS 365 applications WSUS, EndPoint Manager (InTune) UC (Teams), Cloud PBX (Ring Central, 3CX, Cisco) AV (DSP, DANTE, Room Systems) Intermediate knowledge of: Virtualisation (Citrix, ESXi and Hyper V), Deployment Services (WDS, SCCM) IPv4 Networks (DHCP, DNS, TCP, S/FTP, SMTP, NTP vLANs) Mac Desktop OS Mobile Devices (iOS, Android) Microsoft Server OS (2016/2019/2022) Structured Cabling (Patching, Cable Tracing, IDC) Backup Technology (Veeam) Storage systems (SAN) Scripting (PowerShell, Python) Desirable Qualifications Microsoft Certified Associate (Microsoft Certified Associate – AZ801, AZ305 )) Network or CCNA Compensation and Benefits Sensical work hard to make it a great place to work Here’s what they offer: Annual bonus Pension scheme (up to 4% match) Additional day off on your birthday Regular Staff Events Discount Scheme with Perkbox Training and relevant ongoing certification Employee Assistance Program with Health Assured AXA Private Health Insurance including Dental, Optical, and Mental Health Enhanced Sick Pay Office Refreshments Season Ticket Loan Cycle to Work scheme Bring Your Own Device allowance They are proud to be an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all applicants and employees, regardless of their gender, race, sexual orientation, disability, neurotype, religion or beliefs. Furthermore, they recognise the importance of helping employees to balance the responsibilities of their work and private lives.