Senior IT Support Engineer

About Allica Bank Allica is the UK’s fastest growing company - and the fastest-growing financial technology (Fintech) firm ever. Our purpose is to help established SMEs, one of the last major underserved opportunities in Fintech. Established SMEs are the backbone of local communities - representing over a third of our economy - yet have been largely neglected both by traditional high street banks and modern fintech providers. Department Description The Technology team is central to delivering secure, resilient, and innovative banking services. The Technology Service Desk ensures colleagues are supported with reliable tools and services, enabling business performance and operational excellence. Role Purpose The Senior IT Support Engineer is responsible for delivering high-quality, end-to-end IT support to colleagues across the Bank. Acting as a senior individual contributor within the Technology Service Desk, the role serves as an escalation point for complex issues while ensuring the reliable operation, performance, and continuous improvement of end-user services, hardware, and collaboration platforms. Operating in a fast-paced and evolving environment, the Senior IT Support Engineer drives service excellence through proactive support, strong stakeholder engagement, and a focus on efficiency, security, and user experience. Principal Accountabilities Provide advanced end-to-end IT support across deskside, telephone, and remote channels, acting as an escalation point for complex technical issues. Own and drive the IT support queue, ensuring effective prioritisation, SLA adherence, and continuous service improvement. Lead and optimise Joiner–Mover–Leaver (JML) processes, ensuring seamless onboarding/offboarding experiences and strong access governance. Administer, secure, and continuously improve Microsoft 365 services, including Entra ID, Exchange, SharePoint, Teams, Intune, Autopilot, Licensing, and Privileged Identity Management (PIM). Manage and support a diverse hardware estate (Windows, macOS, mobile devices, and AV/meeting room technologies), including standardisation and lifecycle strategy. Oversee IT asset management processes, ensuring accurate tracking, compliance, and optimisation of asset lifecycle and costs. Utilise ITSM platforms to manage incidents, problems, and service requests, while driving high-quality documentation, root cause analysis, and knowledge sharing. Identify and implement service improvements through automation, AI adoption, and process optimisation to enhance efficiency and user experience. Collaborate cross-functionally with infrastructure, security, and business teams to support projects, change initiatives, and technology rollouts. Operate effectively in a fast-paced environment, demonstrating leadership, clear communication, and a strong customer-centric mindset. Champion security, risk, and compliance best practices, ensuring robust controls across access management, endpoint security, and data handling. Mentor junior team members and contribute to building a high-performing, knowledge-driven IT support function Personal Attributes & Experience We are looking for someone that can bring their exceptional skills, experience and knowledge to Allica – and not just technical ones. Having the ability to interact and communicate with technical and non-technical colleagues is a key part of this role as establishing and maintaining relationships is critical in being a trusted and valued IT partner. We also need you to have: Extensive hands-on experience delivering advanced desktop support across on-site and remote environments, including acting as an escalation point for complex issues. Proven expertise in administering and supporting Microsoft 365 enterprise environments, with a strong focus on security, identity, and service optimisation. Deep understanding of ITSM frameworks (e.g., ITIL) and experience driving service delivery excellence, continuous improvement, and process maturity. Strong analytical and problem-solving skills, with the ability to manage and prioritise complex workloads while maintaining high service standards. Highly customer-focused, with excellent communication and stakeholder management skills, capable of engaging effectively at all levels of the organisation. Demonstrated ability to mentor junior engineers and contribute to building a high-performing, collaborative support team. Working at Allica Bank At Allica Bank we want to ensure our employees have the right tools and environment in which to succeed in their role and in support of our customers. Our employees are at the heart of everything we do, so our benefits are designed with you in mind: Full onboarding support and continued development opportunities Options for flexible working Regular social activities Pension contributions Discretionary bonus scheme Private health cover Life assurance Family friendly policies including enhanced Maternity & Paternity leave Don’t tick every box? Don’t worry if you don’t have all the skills or requirements listed on the job description. If you think you’ll be a good fit, we’d still love to hear from you! Flexible working We know the ‘9-to-5’ isn’t right for everyone. That’s why Allica Bank is fully committed to flexible and hybrid working. Please let us know what is best for you and, if we can, we will do our best to accommodate. Diversity We’re a diverse bunch here at Allica, with all kinds of experiences, backgrounds and lifestyles. Our openness and differences make us stronger, and we want everybody to feel comfortable bringing as much of themselves to work with them as they like.