Senior IT Support Engineer

Working closely with the Head of IT and Security, IT Team members, local London staff, regional teams and external service providers, this London-based role provides Level 2/3 IT support for employees across RightShip locations. The role supports RightShip’s cloud-first technology environment, with a strong focus on Microsoft Azure, Microsoft 365, Entra ID, Intune, endpoint security, identity and access management, and continuous improvement of IT service delivery.

Major Responsibilities 

Technical Support & Service Delivery

• Act as the primary point of contact for resolving day-to-day technology issues across the business, owning incidents from triage through to resolution.
• Provide Level 2/3 support for end-user devices, accounts, access and connectivity, escalating to vendors or specialists only when genuinely required.
• Support and maintain audio-visual equipment in meeting rooms, ensuring it is reliable, tested regularly and ready for use.

Microsoft 365 & Productivity Tooling

• Administer and advise on the Microsoft 365 environment, including Teams, SharePoint, OneDrive, Exchange and security/compliance settings.
• Guide the business on how to get the most out of Microsoft 365 and adjacent productivity tools, including new features and best-practice ways of working.

Onboarding, Equipment & Asset Management

• Coordinate the procurement, setup, configuration and delivery of IT equipment for new starters, ensuring a smooth and consistent onboarding experience.
• Maintain accurate records of hardware, software licences and assets across the APAC, UK, Malta and US.
• Manage the leaver process for IT, including device recovery, account deprovisioning and licence reclaim.

Collaboration & Ways of Working

• Work closely with the wider IT team, sharing knowledge, contributing to documentation and supporting cross-regional initiatives.
• Partner with local hands-on support in Malta and the US to ensure consistent service across all offices.
• Build strong relationships across the business and act as a trusted advisor on technology questions.

Digital Adoption & Continuous Improvement

• Support the business in adopting digital practices, helping teams move away from manual or legacy ways of working.
• Identify recurring issues and propose improvements, automations or self-service solutions to reduce repeat tickets.
• Contribute to and maintain internal knowledge base articles and how-to guides.

Cybersecurity

• Operate with a security-first mindset, ensuring all support actions align with the company's cybersecurity policies and standards.
• Assist with the day-to-day operation of security tooling (e.g. MFA Passkey, endpoint protection, conditional access, phishing response) and support audits, reviews and incident response when required.
• Promote good security hygiene across the business through guidance, training and visible practice.

 

Qualifications, Skills and Experience

• 4+ years’ experience in IT support, service desk, end user computing or modern workplace support, including experience handling escalated Level 2/Level 3 incidents.
• Strong hands-on experience supporting a cloud-first Microsoft environment, including Microsoft 365, Azure, Microsoft Entra ID, Intune, Windows 11, Microsoft Defender for Endpoint and endpoint lifecycle management.
• Practical experience with identity and access management, including SSO, MFA, conditional access, user provisioning, group management and access troubleshooting.
• Experience supporting Microsoft 365 services such as Exchange Online, Teams, SharePoint, OneDrive and Office applications.
• Strong troubleshooting capability across endpoints, networking, collaboration tools, identity, security and cloud-based services.
• Good understanding of cybersecurity best practice, endpoint protection, security awareness, access control and incident escalation.
• Ability to document technical processes, create user-facing guidance and improve support knowledge management.
• Relevant Microsoft certifications are desirable, for example Microsoft 365, Azure Fundamentals, Endpoint Administrator, Security or Identity certifications.

 

Certifications – beneficial

• Microsoft Certified: Modern Desktop Administrator Associate (MD-102)
• Microsoft 365 Certified: Administrator Expert (MS-102)
• Microsoft Certified: Identity and Access Administrator Associate (SC-300)
• Microsoft Certified: Azure Administrator Associate (AZ-104) or Azure Fundamentals (AZ-900) as a minimum