Senior Operational Support Engineer - Sunderland - Hybrid

Ready to master our operations at the UK's biggest bingo site? Do you tackle the toughest IT challenges? Then you might just be the perfect fit for the Tombola family!

We're not just any online gaming site - we're the UK's biggest, and we pride ourselves on delivering a smooth, highly resilient service for our global campus.

We're on the hunt for a skilled and proactive Senior Operational Support Engineer to join our fantastic IT Services team in Sunderland. This isn't just a job; it's a chance to take ownership, resolve complex issues, and drive process maturity across a truly dynamic environment!

What you'll be getting up to (a glimpse into your new role!)

You'll act as an escalation point for complex technical issues while improving the processes that keep us running efficiently. A typical day might include:

• Handling complex diagnostics and resolutions across the desktop and application estate (Windows and Mac).
• Taking ownership of key IT processes such as Patch and Vulnerability Management and the Disaster Recovery model for the campus.
• Managing device deployment and lifecycle management using Microsoft Intune and Autopilot, ensuring seamless provisioning and policy compliance.
• Improving user provisioning and identity management across Active Directory, Azure AD, and Office 365.
• Proactively identifying and implementing service improvements and automation techniques to boost team efficiency.
• Collaborating with Development and Infrastructure teams on technical projects and supporting the Operational Support Lead Engineer in delivering initiatives.
• Mentoring junior team members, sharing knowledge, and helping to develop their technical and troubleshooting capabilities.

What we're looking for in you (your superpowers!)

We're looking for someone who is a reliable problem-solver, thrives on improving technical efficiency, and enjoys supporting others in their development.

The Must-Haves:

• Proven, extended experience within an IT Support function (likely 2nd/3rd line), regularly handling complex, high-priority incidents.
• High proficiency across Windows and Mac Desktop/Server Operating Systems.
• Strong practical knowledge of Microsoft Intune and Autopilot configuration for endpoint management and deployment.
• Advanced practical knowledge of User Provisioning, Office 365, and Active Directory/Azure AD administration.
• Strong track record in administering Backup, Patch Management, and Antivirus solutions.
• Strong skills in risk analysis, problem-solving, and applying automation.

The Nice-to-Haves (bonus points if you have these!):

• Experience driving forward process documentation (IT Service Continuity, Change Control).
• Practical experience with Virtualisation (VMware) and a basic understanding of AWS (Amazon Web Services).
• Knowledge of Atlassian products such as Jira, Jira Service Management, and Confluence.
• Familiarity with IAM and governance solutions such as SailPoint or similar.
• Microsoft or equivalent industry certifications (e.g., MCSA, AZ-104, ITIL, CompTIA) demonstrating your technical expertise.
• Experience in the design, implementation, ongoing support, and configuration of Audio Visual (AV) and Telephony solutions.

Why this role is a game-changer for you

You'll be making a huge impact on our resilience, efficiency, and system reliability. This is a brilliant opportunity to lead technical improvements and enhance your process and project skills, supporting an international infrastructure alongside a team that values innovation, clarity, and genuine work life balance.