Senior Support Services Agent

About the Role

Are you ready to be part of the future? At QinetiQ, we’re not just imagining tomorrow, we are creating it. From cutting-edge defence technology to ground-breaking innovations, our mission is to empower and protect lives. Join us as a Senior Support Services Agent at our Farnborough site, where you will have the opportunity to work with cutting-edge technology in partnership with some of the most brilliant minds.

As a Senior Support Services Agent, you’ll act as a technical and operational lead within the Support Services team. You will support the Support Services Team Lead in day-to-day oversight, whilst providing mentorship and escalation support to other Support Service Agents. Day-to-day, you’ll bring advanced technical expertise, foster knowledge sharing, and ensure the team’s activities align with defined standards and service level agreements.

Your Responsibilities Will Include:

• Providing first-line support via phone, email, remote tools, and IT Service Management tools for IT-related incidents and service requests.
• Advanced troubleshooting of hardware, software, network, and account-related issues in-line with the technologies implemented.
• Monitoring and managing daily ticket queues to ensure appropriate prioritisation, ownership, and timely resolution.
• Allocating workload across agents, balancing operational demand and team capacity, and accurately logging, categorising, and prioritising tickets in line with defined SLAs.
• Supporting the Support Services Team Leads with shift coverage planning and handover coordination.
• Acting as a point of contact in the absence of the Team Leads for operational decisions or escalations.
• Applying advanced troubleshooting skills across on-prem and cloud-based infrastructure (Active Directory, Azure AD, Microsoft 365, Windows, iOS and VPN).

Essential Experience:

• Extensive experience working in a service desk or IT support environment.
• Proven ability to coach or mentor junior colleagues.
• A strong working knowledge of Microsoft Windows 11/12, Microsoft 365, Teams, SharePoint.
• Good experience with Active Directory/Azure AD user management, mobile device management (Intune).
• Previous experience with VPN and MFA troubleshooting.

Essential Qualifications:

• ITIL Foundation Certification or working knowledge.

We value difference and we don’t have a fixed idea when it comes to background or education. Provided you can show the required level of experience and willingness to learn, then we would like to hear from you.

Location and Working Hours:

This role is 37 hours per week, based at our Farnborough site and is fully on-site.

About Farnborough Site:

At our Farnborough site, exciting work takes place in our state-of-the-art facility, featuring high-energy laser technologies, our 5m pressurised wind tunnel with unique simulation capabilities in the UK, and large research and development projects. It is a real hub of creativity, research, and innovation. Join our talented teams of Engineers, IT & Cyber Specialists, Project Managers, Group Functions Teams, and many more to provide future defences in the UK.

Security Clearance:

Please note that all applicants for this role must be eligible for SC clearance, as a minimum.

Our Recruitment Process:

At QinetiQ, we are committed to building an inclusive, accessible, and welcoming workplace where everyone feels valued and supported. We believe that a diverse mix of backgrounds, perspectives, and experiences drives innovation and leads to better outcomes for our people, customers, and communities. We encourage applications from all candidates and are a disability confident committed employer. If you have a disability or need any reasonable adjustments during the recruitment process, please let us know by emailing [email protected]. One of our recruitment team will contact you.

Many roles in QinetiQ are subject to national security vetting being completed. Applicants who already hold the appropriate level of vetting may be able to transfer it upon appointment. A number of roles are also subject to additional restrictions, which means factors such as nationality or previous nationalities may affect the roles that you can be employed in.

Why Join QinetiQ?

As we continue to grow into new markets around the world, there’s never been a more exciting time to join QinetiQ. The formula for success is our appetite for innovation and having the courage to take on a wide variety of complex challenges.

As a QinetiQ employee, you’ll experience a unique working environment where teams from different backgrounds, disciplines, and experiences enjoy collaborating widely and openly as we undertake this exciting and rewarding journey. Through effective teamwork and pulling together, you’ll get to experience what happens when we all share different perspectives, blend disciplines, and link technologies, constantly discovering new ways of solving complex problems in a diverse and inclusive environment where you can be authentic, feel valued, and realise your full potential. Visit our website to read more about our diverse and inclusive workplace culture: www.qinetiq.com/en/careers/life-at-qinetiq

Our Benefits:

• Matched contribution pension scheme, with life assurance.
• Generous holiday allowance, with the option to purchase additional days.
• Options to join Health Cash Plan, Private Medical Insurance, and Dental Insurance.
• Employee discount portal: Personal Accident Insurance, Travel Insurance, Restaurants, Cinema Tickets, and much more.
• We are proud to support the Armed Forces community by honouring the Armed Forces Covenant and maintaining our Gold Award standard in the Defence Employer Recognition Scheme.
• Volunteering Opportunities - helping charities and local communities.