Global Technical Support Engineer
Global Technical Support Engineer - Basingstoke
£40-55K + 5% performance bonus + 11% on‑call allowance
Approx. 40% based in Basingstoke, 60% travelling internationally
Must be eligible to work in the EU and internationally
Cannot provide sponsorship
A fantastic opportunity for a Global Technical Support Engineer to support and improve high‑profile, mission‑critical IT systems across multiple international locations. This is a hands‑on technical role involving deep system knowledge, advanced troubleshooting, security, continuous improvement, and mentoring junior engineers-all within a fast‑paced global environment.
Key Responsibilities
Technical Support & Operations
Provide 2nd‑ and 3rd‑line support for global IT systems and applications.
Maintain a comprehensive understanding of the full IT environment and guide stakeholders across the entire service landscape.
Drive root‑cause analysis and implement long‑term corrective and preventative solutions.
Manage and optimise Windows Server environments (physical/virtual), AD, backups, patching, and PKI services.
Ensure adherence to compliance requirements (ICAO, eIDAS, ISO27001) and promote industry best practices.
Plan, test, document, approve, and review all changes with appropriate rollback and mitigation plans.
Automate operational tasks and improve system efficiency through scripting.
Support disaster recovery and failover testing activities.Collaboration & Documentation
Work with internal teams and external suppliers to support global technical operations.
Maintain high‑quality technical documentation, runbooks, and knowledge‑base articles.
Mentor junior engineers and encourage adoption of best‑practice standards.Qualifications & Experience
Higher education in IT or related field, or 5+ additional years of experience in lieu of a degree.
3+ years of hands‑on Windows enterprise support and operations experience.
Experience with:
Change management processes
Microsoft SQL (backups, tuning, general support)
Customer and supplier support
Desirable experience:
Network devices (VLANs, routing)
Hyper‑V and data centre operations
PKI systems (Microsoft CA)Focus Areas
(1+ year hands‑on in at least one required)
Windows Domain Administration - Windows Server 2016+, AD, DNS, GPO, Hyper‑V, Failover Clustering, WSUS patching, physical/virtual machine setup
Application Lifecycle - Managing and supporting application updates, upgrades, and enhancements in collaboration with development teams
PKI & Certificate Authority Operations - Certificate and management, CA operations, and PKI administrationCertifications ()
Microsoft technical certifications
Other relevant IT certificationsSkills & Competencies
Fluent English (French is an advantage).
Excellent troubleshooting, analytical, and documentation skills.
Ability to read and interpret technical standards, schematics, wiring diagrams, and system documentation.
Strong communication and customer‑facing capability.
Proficient with Microsoft Office (Word, Excel, Visio).
Familiar with ITIL‑based incident and change management tools.
Energetic, goal‑oriented, highly professional, and comfortable in fast‑paced environments.
Able to challenge ideas calmly, consider alternatives, anticipate risks, and suggest improvements.
Flexible with working hours, on‑call duties, and travel.Work Environment & Expectations
Office‑based role with occasional data‑centre exposure (ear protection provided).
Participate in an on‑call support rotation (allowance included).
Follow ITIL best practices and comply with all quality, safety, and security standards.
Use and maintain tools for remote support, asset management, and service management.
International travel up to 60% for system implementations, training, and support-valid passport and visas required.
Must be eligible to work in the EU and internationally; ‑level security clearance eligibility is beneficial.
Services advertised by Gold Group are those of an Agency and/or an Employment Business.
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