3rd Line Senior IT Support Engineer

Company Description/ Business Unit

Location: Basingstoke (hybrid working 2 office days per week)

Employment Type: Permanent, full time

Additional Benefits: Annual Bonus

Think the AA is just about roadside assistance? Think again.

For over a century, we've been evolving and adapting. Today, as the nation's leading motoring organisation, we offer a wide range of products and services to millions of customers. From roadside assistance to home and motor insurance, and the latest driving technologies, we have it all. As we continue to expand, diversify, and modernise, joining us as a Senior IT Support Engineer means you'll play a crucial role in our success and be part of this exciting motoring journey.

Our Chief Operating Office (COO) are the backbone of The AA, providing both stability and structure to support growth and innovation. We are the drivers of change.

This is the job

We're looking for a talented Senior IT Support Engineer to join the AA DriveTech team. In this role, you'll be crucial in supporting our business by resolving end-user support issues and ensuring the seamless operation of our IT infrastructure, whether it's in our Data Centre, Azure, or Office 365 environments.

With your strong background in Microsoft technologies, you'll work closely with the IT Infrastructure Manager, providing 3rd line IT support to the business, mentoring junior engineers, and acting as a knowledge resource across the organisation.

Effective stakeholder communication is essential in this role as you'll be collaborating with both the broader IT and various business teams.

What will I be doing?

• Provide specialised support to IT team members and the business.
• Collaborate with Level 2, Software Developers, and 3rd party vendors.
• Resolve complex issues, implement and test solutions, identify root causes, and implement effective, long-term solutions.
• Manage stakeholders by providing expert-level solutions and maintaining high-level oversight.
• Drive and own strategic improvements by identifying system-wide issues, providing feedback to development teams, and refining advanced troubleshooting techniques and processes.
• Own transformational solutions that enhance business efficiency, scalability, and reliability.

What do I need?

Essential:

• Proficiency in Microsoft technologies including Exchange, SharePoint, Teams, and Office 365.
• Experience with InTune/MDM, policy configuration, compliance management, and integration with Microsoft 365 services.
• Strong Level 3 IT support experience is crucial to this role.
• Expertise in Active Directory and Entra ID, including managing user accounts, groups, and policies, as well as implementing single sign-on, multi-factor authentication, and domain services.
• Strong knowledge of Windows Server, including deploying, managing, tuning, and securing systems for optimal performance and reliability.
• Familiarity with virtualisation technologies, ideally VMWare ESXi or Azure virtual machines.

Personal Characteristics:

• Welcoming and proactive attitude.
• Ability to plan and organise work within business priorities while remaining flexible to change.
• Responsibility for resolving problems.
• Strong attention to detail in completing projects.
• Honesty and openness with others.
• Reliability and conscientiousness.

Additional information

We’re always looking to recognise and reward our employees for the work they do. As a valued member of The AA team, you’ll have access to a range of benefits including:

• 25 days annual leave plus bank holidays + holiday buying scheme
• Worksave pension scheme with up to 7% employer contribution
• Free AA breakdown membership from Day 1 plus 50% discount for family and friends
• Discounts on AA products including car and home insurance
• Employee discount scheme that gives you access to a car salary sacrifice scheme plus great discounts on healthcare, shopping, holidays and more
• Company funded life assurance
• Diverse learning and development opportunities to support you to progress in your career
• Dedicated Employee Assistance Programme and a 24/7 remote GP service for you and your family

Plus, so much more!

We’re an equal opportunities employer and welcome applications from everyone. The AA values diversity and the difference this brings to our culture and our customers. We actively seek people from diverse backgrounds to join us and become part of an inclusive company where you can be yourself, be empowered to be your best and feel like you truly belong. We have five communities to bring together people with shared characteristics and backgrounds and drive positive change.