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.
Role Description
The Senior IT Support Engineer is a highly skilled technical leader within the Technology Service Desk. Acting as a senior escalation point, this role combines hands-on technical expertise with leadership responsibilities to drive service excellence and continuous improvement.
Working closely with the IT Service Manager, the Senior IT Support Engineer ensures effective service desk operations, mentors IT Support Engineers, and takes ownership of more complex technical issues and project work assigned to the Service Desk.
Principal Accountabilities
The Senior IT Support Engineer will:
Act as a primary escalation point for IT Support Engineers, providing advanced troubleshooting and technical leadership.
Take ownership of more complex technical incidents and problems, ensuring timely and effective resolution.
Support and further develop the ITSM tool (currently JIRA/Confluence) to design, improve, and automate workflows, identify consolidation opportunities for streamlining how activities are performed across teams, and work with key stakeholders to increase efficiencies and productivity.
Lead and contribute to technical project work assigned to the Technology Service Desk, ensuring successful planning and delivery.
Demonstrate extensive experience and deep technical understanding of the Microsoft Office 365 suite and related enterprise technologies.
Cross-skill across support areas to ensure resilience within the team and avoid reliance on single individuals for critical knowledge.
Collaborate with the IT Service Manager to ensure effective service desk performance and SLA adherence.
Identify and implement service improvements, automation initiatives, and process optimisation opportunities.
Ensure high standards of documentation, knowledge sharing, and technical governance.
Support IT asset lifecycle management and oversee complex provisioning and access control activities.
Build strong relationships across Technology and business teams to ensure IT services align with organisational needs.
Stay current with emerging technologies and industry best practice to future-proof IT support capabilities.
Where applicable, Senior IT Support Engineers may also:
Provide line management to IT Support Engineers.
Conduct regular 1-2-1 meetings and ongoing performance conversations.
Set clear, challenging objectives and support professional development.
Foster a high-performance, collaborative, and accountable team culture.
Personal Attributes & Experience
Extensive experience in IT support roles within enterprise environments.
Advanced troubleshooting skills across Microsoft 365 and end-user technologies.
Experience mentoring or leading other IT engineers.
Strong understanding of ITSM principles and service improvement methodologies.
Ability to balance operational support responsibilities with project delivery.
Strong communication and stakeholder management skills.
A continuous improvement mindset aligned with Allica’s values.
Working Arrangements
This is a hybrid role with the expectation of maintaining an on-site presence throughout the working week to support colleagues and the Technology Service Desk effectively.
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.