Senior End User Support Engineer

At Commify, we're not just a company, we're a globally connected team of innovators who love what we do. As a CPaaS leader with 25 years of groundbreaking experience, we're the force behind over 7 billion customer interactions each year, enabling businesses worldwide to connect via advanced channels like SMS, RCS, and complex mobile journeys.

Our culture is our core strength. Operating across the UK, EMEA, the USA, and Australia, we've fostered a truly diverse and connected environment, earning a consistent 4 out of 5 culture score in our employee engagement surveys. You'll join a vibrant team where your diverse experience makes a daily global impact.

We need talented people to grow a global company where everyone feels proud to belong, have a purpose and do their best to directly shape the digital future.

Role Overview

We are seeking a Senior End User Support Engineer to join our dynamic IT support team. In this role, you will provide high-level technical support to end users, ensuring prompt resolution of IT issues and contributing to a seamless technology experience across the organization. You will be responsible for handling complex incidents, mentoring junior support staff, and collaborating with various teams to implement IT improvements.

Requirements

Key Responsibilities:

• Providing excellent service as the final escalation point for technical issues across our core platforms, including Windows, macOS, Google Workspace, Slack, and Entra ID.
• Leading and taking ownership of the end-user device vulnerability management process, including system patching, auditing, and ensuring we adhere to industry best practices.
• Identifying and implementing automation opportunities, particularly within Microsoft Intune, to reduce manual workload and increase the team's response time.
• Serving as a role model and technical mentor for junior team members, providing guidance, support, and deputising for the Team Leader when required.
• Managing the full lifecycle of hardware and software support escalations, logging them in our ticketing system and seeing them through to resolution.
• Playing a key role in integration projects, including the migration and consolidation of internal tools and back-office systems.
• Managing employee IT onboarding and offboarding workflows, including asset tracking of hardware and software.

Required Skills and Qualifications:

• Proven experience in a senior IT support or systems administration role.
• Excellent communication and customer service skills, able to deal with users face-to-face, over the phone, or via a ticketing system.
• Expert-level knowledge of Windows and macOS operating systems, including builds, imaging, and deployments.
• Experience managing hybrid identity environments, with skills in both modern Entra ID and legacy Active Directory, helping to support our transition to a fully cloud-based system.
• Hands-on experience with Mobile Device Management (MDM) platforms, specifically Microsoft Intune.
• Proficiency with ticketing and documentation tools, specifically the Atlassian suite (Jira, Confluence).
• A demonstrable ability to automate processes using scripting languages (e.g., PowerShell).
• A clear ambition to develop into a management position, with a long-term goal of taking on line management responsibilities.
• Experience with inter-office networking and VoIP technologies.
• Experience with vendor management and procurement.

Benefits

• Competitive salary of $120,000– $150,000 per annum (depending on experience).
• Company Bonus
• Hybrid working
• Generous paid leave.
• Enhance family leave.
• Birthday day off.
• Mental Health Support through our Wellbeing partner, Calm.
• Wellbeing leave and a Mental Health First Aider program.
• Giving back days to help support causes close to your heart.
• Unlimited professional & personal learning.
• Total Rewards, including retirement planning, healthcare and life assurance. 

• And did we mention our epic team socials? We know how to celebrate in style!