Senior IT Support Engineer

At Xplor, we believe that helping people make the most of each day is the most rewarding way to spend ours. We give small and medium-sized businesses cloud-based, intuitive technology solutions that enable them to manage all the hassles of running and growing a business, so business owners can get back to doing what they love. With Xplor Pay, we help businesses get paid quickly and securely – without hidden fees. We built the tech ourselves, and our platform delivers secure, transparent, fast, and accurate payments. We are unified by our purpose of helping people to succeed. So, when you become part of our team, you also become part of the personal connection that strengthens the relationship people have with Xplor products.

Job Description

We are looking for an experienced Senior IT Support Engineer to join our global End User Support team. This role will provide high-quality technical support to our employees and act as an escalation point for more complex technical issues.

The successful candidate will have strong hands-on experience supporting enterprise IT environments, excellent troubleshooting skills, and the ability to work collaboratively across a global organisation. The role will also contribute to major incident resolution, enterprise projects, endpoint management, documentation and hardware lifecycle activities.

Key Responsibilities

• Work collaboratively with a global team of IT Support Engineers to provide consistent and effective end-user support.
• Act as an escalation point for complex technical issues, providing guidance and support to other engineers where required.
• Administer and troubleshoot Microsoft 365, including day-to-day user, application and access-related issues.
• Provide technical support for both Windows and macOS devices within an enterprise environment.
• Manage and troubleshoot endpoint management solutions, including Microsoft Intune.
• Diagnose and resolve hardware, software, application, access and endpoint-related incidents.
• Contribute to the investigation, troubleshooting and remediation of Major Incidents, working with other IT teams as required.
• Manage incidents and service requests through enterprise ITSM/helpdesk platforms such as Jira Service Management (JSM), ensuring tickets are appropriately prioritised, documented, updated and escalated.
• Create, maintain and regularly review knowledge base documentation, technical procedures and support articles.
• Identify opportunities to improve, standardise or automate End User Support processes.
• Participate in enterprise IT projects and initiatives, providing technical expertise and assisting with implementation and rollout activities.
• Support employee onboarding and offboarding, including device provisioning, application deployment and account/access activities.
• Maintain accurate hardware and asset records.
• Manage hardware stock for users in India, including stock monitoring, forecasting future requirements and coordinating equipment orders to maintain appropriate availability.
• Work with vendors and internal teams to coordinate hardware purchasing and delivery where required.
• Provide guidance and knowledge sharing to other members of the support team.

• 4+ years' experience working in End User Support, IT Support or a similar enterprise IT environment.
• Strong troubleshooting skills and experience resolving complex end-user technical issues.
• Strong working knowledge of Microsoft 365 administration and troubleshooting.
• Hands-on experience supporting Windows and macOS devices.
• Experience administering or supporting devices through Microsoft Intune.
• Experience working with enterprise ITSM/helpdesk platforms such as Jira Service Management, ServiceNow or similar.
• Experience managing incidents and service requests through their full lifecycle.
• Strong documentation skills with experience creating technical procedures and knowledge base articles.
• Good understanding of endpoint hardware, software and application troubleshooting.
• Strong written and verbal communication skills.
• Ability to work independently while collaborating effectively with colleagues across different regions and time zones.
• Strong organisational skills with the ability to prioritise multiple incidents, requests and project activities.

Values and Life at Xplor

Our four core values guide us from how we hire and recognise our team members to how we interact with our customers day to day:

Make life simple
Build for people
Move with purpose
Create lasting communities

If these values sound like you, and describe people you want to work with, you will thrive at Xplor. As an Xplorer, you will be part of a global network of talented colleagues who will support your success. We look for commonalities and shared passions and give people the tools they need to deliver great work and grow at speed.

Some of our perks and benefits are:

• 12 weeks Gender Neutral Paid Parental Leave for both primary and secondary carer
• #GiveBackDays/Commitment to social impact – 3 extra days off to volunteer and give back to your local community
• Unlimited access to LinkedIn Learning, plus regular career and growth conversations with your leader, as part of Xplor GPS
• Ongoing dedication to Diversity & Inclusion initiatives such as D&I Council, Global Mentorship Program
• Access to free mental health support
• Flexible working arrangements

Ready to apply?
To start your application, please submit your resume and we will be in touch as soon as we can. Please include the word "moonshot" at the top of your message to the Hiring Manager so that we know you took the time to read our job ad.

Before you apply

To be considered for employment, you must be legally authorised to work in the country where the role is advertised. This applies to remote roles too. Xplor does not sponsor visas, either at the time of hire or at any later time. We're also not able to offer contractor arrangements or Employer of Record engagements for this position at this stage.

Please apply through our careers portal or external job boards only. We're unable to upload emailed applications, as our process requires you to answer screening questions directly.

We also invite you to check out our Candidate FAQs for more information about our recruitment process xplor.com/recruitment-faqs/.

Interview Recording and Background Checks

As part of our hiring process, successful candidates will be asked to complete background and identity verification checks. Many of our roles are remote, and to protect both candidates and our business from recruitment fraud, we may record video interviews during the process. We keep any recordings and related data only for as long as the hiring process is active and do not retain them afterwards.

EEO and Artificial Intelligence

We believe in transparent hiring. We use an applicant tracking system with artificial intelligence-enabled features to support our recruitment process, but our recruitment team makes all hiring decisions after human review. We do not rely on artificial intelligence to make final hiring decisions. Find our Candidate AI Usage guidelines here.

Xplor is committed to providing equal opportunities in employment and creating an inclusive work environment. We provide equal opportunities to all our employees and to all eligible applicants for employment in our company. We do not unfairly discriminate on any ground, including race, religion, color, ancestry, marital status, gender, sexual orientation, age, nationality, ethnic origin, disability or any other category protected by applicable law.

We make it a priority to respond to every applicant.