Senior Technical Support Engineer

Role: Senior Support Engineer

Duration: 2 weeks initially

Location: South West London

We are seeking an experienced Senior Support Engineer (Third Line) to provide advanced technical support for a large-scale Windows 11 deployment and migration programme. The role will provide senior-level technical expertise and escalation support to the existing Second Line (L2) support team, who will be responsible for carrying out Windows 11 upgrades across the organisation. The Senior Support Engineer will act as the technical escalation point for complex deployment issues, troubleshooting incidents that cannot be resolved by the L2 team. A key focus of the role will be diagnosing and resolving post-deployment issues, particularly those relating to Microsoft Intune, Windows Autopilot, device provisioning and configuration.

Key Responsibilities

• Act as the primary third-line escalation point for the L2 support team during the Windows 11 deployment programme.
• Investigate and resolve complex technical issues that are beyond the capabilities or permissions of the L2 engineers.
• Provide hands-on technical assistance with failed, incomplete or problematic Windows 11 deployments.
• Diagnose complex operating system, device configuration, application and user profile issues.
• Provide technical guidance and support to L2 engineers to help improve first-time resolution rates.
• Take ownership of escalated incidents through to resolution, ensuring minimal disruption to end users.
• Identify recurring issues and implement permanent fixes rather than relying on workarounds.

Diagnose issues relating to:

• Autopilot deployment profiles and configuration.
• Enrollment Status Page (ESP) failures.
• Device registration and hardware hash issues.
• Microsoft Entra ID device join and registration.
• Intune device enrolment and management.
• Configuration profile and policy conflicts.
• Application deployment and installation failures.
• Compliance policies and Conditional Access.
• Company Portal and application availability.
• Device synchronisation and policy delivery.

If you do not hear back from us within 7 days of sending your application, please assume that you have not been successful on this occasion. At Lucid, we celebrate difference and value diverse perspectives, underpinned by our values 'Honesty, Integrity and Pragmatism'.

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