Sabio Group

Senior Support Engineer - 2nd Line Support

Sabio is a Global company and the leading independent UK Contact Centre solution supplier.  We work with leading brands and partners across the globe, helping them to build high quality, secure, robust platforms and solutions. 

Sabio provides expertise and solutions that our customers’ need to respond to the ever-changing world. Our powerhouse products and expertise are mainly around creating state-of-the-art real-time communications platforms, and contact centre system integration.  As Sabio we love what we do. We love to learn, we love to experiment, and we love to build the best products, deliver the customer experience we can using the best tools we can find and build. We're brave, we work hard and at our core we are about quality.  We want to be challenged and be encouraged to 'dare'. We have a strong problem-solving engineering background and ‘can-do’ attitude, which remains at the centre of everything we do.  

We are currently looking for a passionate and enthusiastic Senior Support Engineer - 2nd Line Support to join our team.

A senior member of the Tech Services team, you will be responsible for providing 2nd line support to the Global Sabio group.  
You will also be working with the triage, 1st line and back office team to help deliver a first class user experience. 
We are looking for someone that is customer focused and a natural problem solver.

Key Responsibilities

You will be working within the Tech Services support team providing support to around 1200 employees across Mainland Europe, UK and the APAC region.  
  • Being the main point of contact for the Madrid office for all IT queries 
  • Maintaining accurate inventories of IT assets e.g., Macbook, PCs, laptops, mobile devices other equipment 
  • Provide exceptional 2nd line support to Sabio Group users on cases escalated from the triage team 
  • In busy periods monitor all ticket queues from Triage to 2nd line  
  • Monitoring and managing call queue and ensure ticket responded to within SLAs time scales 
  • Preparation, basic repair and replacement of computers (involves lifting), network patching 
  • Monitoring and maintaining security standards across the user toolset. 
  • Helping to maintain accurate documentation for service desk procedures 

Skills Knowledge and Expertise

We are looking for someone with a strong back ground in customer centric support, key to the to the role will be:  
  • Expert knowledge of managing and supporting Apple MAC’s in a corporate environment. 
  • Expert knowledge of Windows 10/11 desktop support. 
  • Expert knowledge of Office 365 product set. 
  • Experience of automated application and device deployment especially Autopilot. 
  • Strong understanding of Azure AD and associated services. 
  • Experience at supporting business applications and liaising with 3rd party application vendors. 
  • Experience of understanding of Modern Authentication methods including Azure MFA, Single Sign on and SAML. 
  • Experience of monitoring and managing vulnerabilities across user devices. 
  • Experience of managing and maintaining asset management platforms. 
  • Experience of Intune (Microsoft Endpoint manager) 
  • Excellent People and Communication skills and a desire to develop a service culture. 
  • Organised and able to manage multiple workloads in a busy and demanding environment. 
  • Translating end user and business requirements into technical solutions. 


This is a chance to join a dynamic team responsible for the delivery of IT services to an exciting and growing Global business.  
The team are working on a number of projects to deliver a truly cloud first infrastructure and you will have the ability to directly Influence the shape of that journey.  

Benefits may include:

Pension Scheme
Health Insurance
Remote/Flexible work
Life insurance
Plus many more! (Benefits are dependant on your base location.)

The Small Print

Strictly No Agencies; any submission of resumes without prior request from Sabio Group will not be deemed as an introduction and therefore will not warrant an introduction fee. All applicants must have the right to work in the territory to which the role relates (UK & EU). Sabio Group are unable to offer sponsorship on any roles advertised. 

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Employment Type
Full Time
Reporting to
Service Desk Manager

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Did you know?
Sabio is Spanish for 'wise', and is associated with King Alfonso X 'El Sabio' (1221-1284).
The name Sabio reflects the importance we place on the quest for knowledge, achievement and embracing the benefits of the diversity.
Discover more about Sabio