Viridien (www.viridiengroup.com) is an advanced technology, digital and Earth data company that pushes the boundaries of science for a more prosperous and sustainable future. With our ingenuity, drive and deep curiosity we discover new insights, innovations, and solutions that efficiently and responsibly resolve complex natural resource, digital, energy transition and infrastructure challenges.

Senior IT Support Engineer

Position Summary:

The Senior IT Support Engineer provides advanced technical support while guiding and mentoring the IT support team. This position serves as the primary escalation point for complex technical issues, drives operational improvements, and contributes to projects that enhance system reliability, end-user experience, and IT service delivery. The ideal candidate has prior experience serving as a Team Lead, providing both technical direction and day-to-day guidance to support staff. They are a self-starter who demonstrates initiative, stays current on emerging technologies, and consistently seeks opportunities for professional growth. This role requires an outgoing, collaborative, and self-motivated professional capable of working independently while inspiring and supporting others in a dynamic enterprise environment.

Key Responsibilities

Technical Leadership and Escalations

• Serve as the senior escalation point for complex incidents and service requests.
• Diagnose and resolve issues involving Microsoft 365, Windows 11, Azure AD, Intune, and endpoint management systems.
• Collaborate with infrastructure, application, and cybersecurity teams to address cross-functional technical problems.

Service Operations and Continuous Improvement

• Oversee daily ticket queue health to ensure SLA compliance and high customer satisfaction.
• Identify recurring issues and develop long-term corrective actions, including documentation and automation.
• Evaluate support trends and produce data-driven recommendations to improve operational performance.

Project and Initiative Support

• Lead or assist in IT projects such as system upgrades, endpoint deployments, and cloud integration initiatives.
• Coordinate with vendors and internal stakeholders to deploy and optimize tools and technologies.
• Support the development and implementation of IT standards, policies, and procedures.

Team Mentorship and Knowledge Sharing

• Act as a hands-on team lead, mentoring and coaching junior staff to strengthen technical proficiency and ensure consistent service delivery.
• Create and maintain standard operating procedures (SOPs), technical documentation, and knowledge base articles.
• Conduct internal workshops and promote a culture of learning, collaboration, and accountability.

Tools and Technologies

• Microsoft 365, Azure AD, Intune, SCCM, JAMF, PowerShell, Power Automate.
• IT service management (ITSM) systems such as ServiceNow or Jira.
• Networking fundamentals, including VLANs, DHCP, and DNS.

Stakeholder Engagement & Procurement

• Liaise between IT and business units to align support services with user needs.
• Assist with hardware/software procurement and vendor management.

Qualifications

Required:

• Bachelor’s degree in information technology, Computer Science, or a related field.
• Proven experience as an IT Team Lead or Senior Support Engineer responsible for mentoring and guiding a support team.
• Minimum of five years of progressively responsible IT support experience.
• Demonstrated expertise in Microsoft 365, Azure AD, Intune, SCCM, JAMF, and related endpoint management tools.
• Project leadership experience
• Proven analytical and problem-solving capabilities in enterprise technical environments.
• Strong communication, interpersonal, and customer service skills.
• Evidence of being a self-starter with initiative, curiosity, and continuous professional learning.

Preferred:

• ITIL Foundation certification or equivalent.
• Scripting experience (PowerShell, Python, or SQL).
• Familiarity with automation and reporting tools (Power BI, Power Automate).
• Experience leading IT service improvement or small-scale project initiatives.

Our Hiring Process

At Viridien, we are committed to delivering a respectful, inclusive, and transparent recruitment experience.

Due to the high volume of applications we receive, we may not be able to provide individual feedback to every applicant. Only candidates whose qualifications closely match the role criteria will be contacted for an interview. We do, however, aim to share personalized feedback with those who progress to the first round of interviews and beyond.

We are also dedicated to ensuring that our hiring process accessible to all. If you require any reasonable adjustments to fully participate in the application or interview stages, please don’t hesitate to contact your recruiter directly.

We see things differently. Diversity fuels our innovation, we value the unique ways in which we differ, and we are committed to equal employment opportunities for all professionals.