Senior IT Engineer, Bury St. Edmunds IP31 3FA

Job Title: Senior IT Engineer

Location: Badwell Ash, Suffolk

Salary: £27,000–£35,000 per year + Performance Bonus

Job Type: Full-time, Permanent

Work Location: In person

About the Role

We are looking for an experienced and technically strong Senior IT Engineer to join our growing Managed Service Provider (MSP) team. This is a senior individual contributor role reporting directly to the IT MSP Manager, with significant responsibility for technical delivery, service quality, and customer outcomes.

You will serve as the primary technical resource across our managed service accounts, acting as the escalation point for complex issues, driving best practice across infrastructure and security, and playing an active role in onboarding new clients and developing our service offering.

This role suits a hands-on engineer who takes ownership, communicates confidently with customers, and wants meaningful senior responsibility within a growing MSP business — without necessarily carrying full management accountability.

Key Responsibilities

Technical Delivery & Escalation

• Act as the senior technical escalation point for complex IT support and infrastructure issues
• Maintain and improve internal technical processes, documentation, and service workflows
• Oversee proactive monitoring, patching, backup management, and security best practice across customer environments
• Lead technical delivery across Microsoft 365, Azure, Windows Server, networking, and endpoint security
• Provide expert-level input on infrastructure design, troubleshooting, and remediation

Service Quality & SLA Adherence

• Ensure service delivery consistently meets agreed SLAs, KPIs, and customer expectations
• Identify and drive improvements in service quality, ticket resolution, and technical standards
• Support service desk operations as a senior technical resource and point of guidance
• Contribute to regular service review meetings and help prepare technical reporting for customers

Customer Relationship Support

• Build trusted relationships with key customer stakeholders and technical contacts
• Serve as a senior technical point of contact for assigned managed service customers
• Identify opportunities to improve and enhance customer environments and service adoption
• Support the IT MSP Manager in customer communications, technical proposals, and onboarding activities

Mentorship & Knowledge Sharing

• Provide day-to-day technical mentorship and guidance to junior and mid-level engineers
• Support the development of internal knowledge bases, runbooks, and technical documentation
• Contribute to a culture of accountability, continuous improvement, and technical excellence
• Assist in technical onboarding, training, and upskilling of new team members

Skills & Experience Required

• Proven experience in a senior IT support or MSP engineering role
• Strong technical knowledge across:
• Microsoft 365 and Azure (administration, migration, security)
• Windows Server environments (AD, DNS, DHCP, Group Policy, Hyper-V)
• Networking — firewalls, VPNs, switches, and Wi-Fi infrastructure
• Endpoint management and security solutions (Microsoft Intune, MDM, EDR/AV)
• Backup and disaster recovery systems
• Experience delivering managed services in line with SLAs and customer expectations
• Confident customer-facing communication and stakeholder management skills
• Strong organisational skills and ability to manage competing priorities independently
• A proactive, ownership-driven approach to problem solving

Desirable Experience

• Experience with PSA/RMM tooling such as Autotask, ConnectWise, NinjaOne, or Datto
• Familiarity with ITIL frameworks and service management best practice
• Exposure to ISO 27001 or security-led service environments
• Microsoft certifications (e.g. AZ-104, MS-102, SC-900 or equivalent)
• Previous experience contributing to technical scoping, proposals, or client onboarding

What We Offer

• Competitive salary of £27,000–£35,000 depending on experience
• Performance-related bonus scheme
• Clear progression pathway into a senior leadership or management role as the business grows
• Opportunity to work across a varied and growing MSP client base
• Supportive leadership team with a flat, accessible management structure
• Ongoing training, certifications, and professional development opportunities
• Flexible working options depending on location and role requirements

Job Type: Full-time

Pay: £27,000.00-£35,000.00 per year

Work Location: In person