Senior Support Engineer

OneAdvanced Limited; Birmingham; Presencial; GBP 40.000 - 60.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

26 days holiday + bank holidays

Private medical insurance

Carer and family benefits

Life assurance

Pension with matched contributions

Descripción de la vacante

OneAdvanced Limited is seeking a Senior Support Engineer to join our Healthcare Support team. You will investigate and resolve software issues escalated from first-line support, taking ownership and guiding customers to practical resolutions.

The role requires strong customer service, problem-solving and clear communication, with remote collaboration across UK and India teams. Prior experience with SaaS products and ServiceNow is a plus.

Formación

• Experience in application support, software support, or IT support.
• Strong problem-solving and troubleshooting abilities.
• Excellent communication with customers.
• Proactive and accountable with end-to-end issue resolution.
• Good IT literacy and ability to learn new systems quickly.
• Ability to manage priorities and work in a remote team.
• Adaptability and willingness to seek help when needed.
• Experience with SaaS or business software (advantage).
• Experience handling escalated tickets (advantage).
• Familiarity with ServiceNow (advantage).

Responsabilidades

• Investigate and resolve software and application issues escalated from first-line support.
• Take ownership of escalated tickets through to resolution.
• Work with customers to understand issues and provide practical guidance.
• Use remote access tools to investigate and resolve issues in customer environments.
• Collaborate with UK and India support teams to resolve issues.
• Maintain accurate case notes and contribute to knowledge base articles.
• Identify recurring issues and share recommendations to improve service.
• Manage workload, prioritise issues and escalate when needed.

Conocimientos

Application support

Problem solving

Communication skills

Accountability

IT literacy

Remote teamwork

Adaptability

Herramientas

ServiceNow

Descripción del empleo

Join OneAdvanced

We're looking for a Senior Support Engineer to join our Healthcare Support team at OneAdvanced, supporting software solutions used by healthcare professionals.

This is a great opportunity for someone with a background in application support or SaaS / tech support who enjoys investigating problems, taking ownership and delivering an excellent customer experience.

What You Will Do

Working as part of our Healthcare Support team, you'll investigate and resolve software-related issues escalated from our first-line support colleagues.Your responsibilities will include:

Investigating and resolving customer software and application support issues, using a logical and structured approach to troubleshooting.

Taking ownership of escalated support tickets, managing cases through to resolution and keeping customers informed throughout.

Working directly with customers to understand their issues, identify solutions and provide clear, practical guidance.

Using remote access tools, where appropriate, to investigate and resolve issues within customer environments.

Collaborating with colleagues across our UK and India support teams to ensure issues are resolved effectively.

Maintaining accurate case notes and contributing to knowledge base articles, troubleshooting guides and support documentation.

Identifying recurring issues, recognising trends and sharing recommendations to improve our services and customer experience.

Managing your workload effectively, prioritising customer issues and knowing when to seek guidance or elevate more complex problems.

What You Will Have

We're looking for someone who combines strong customer service skills with technical confidence, curiosity and a genuine desire to solve problems.

Ideally, you'll bring:

• Experience in application support, software support, IT support or another customer-facing technical support environment.

• Strong problem‑solving skills, with the ability to investigate issues, ask the right questions and work towards practical solutions.

• Excellent communication skills, with the confidence to speak directly with customers and explain technical information clearly.

• A proactive, accountable approach, taking responsibility for your work and following issues through to resolution.

• Good general IT literacy and confidence learning new systems and software applications.

• The ability to manage competing priorities, stay organised and work effectively in a remote team.

• Adaptability, a willingness to learn and the confidence to ask for support when needed.

It would be an advantage if you have:

• Experience supporting SaaS products or business software applications.

• Previous experience managing escalated or second‑line support tickets.

• Familiarity with ticketing systems such as ServiceNow.

• Experience providing remote support or troubleshooting software issues within customer environments.

• Experience working within a healthcare technology or software environment.

Please note, applicants must have the legal right to work in the UK at the time of application.

What We Do For You

Wellbeing that means something

• 26 days’ holiday + bank holidays (and the option to buy more) plus 1 paid volunteering day every year
• Exceptional family leave, 26 weeks fully paid maternity/adoption, 4 weeks fully paid paternity, 22 weeks fully paid shared parental leave, plus 5 days paid bereavement leave
• Robust sick pay of up to 13 weeks full pay + 13 weeks half pay
• 24/7 Employee Assistance Programme for confidential support
• Private medical insurance for everyone, no medical-history exclusions

Financial benefits that have your back

• Performance‑based rewards tailored to your role, from company‑wide bonuses to OTE and commission structures
• Income protection: up to 75% salary for 5 years if you ever need it
• Pension with 5% matched company contributions
• Life assurance worth 4x your salary from day one
• Free financial planning session with the option to engage in more tailored financial coaching.

Grow your career with us

• SkillsHub learning platform with leadership pathways, future‑manager training, and a huge online library
• Access to external training and apprenticeships

Making a Difference

• MatchIt! Fundraise for a cause close to your heart and OneAdvanced will match part of the funding
• Pennies from Heaven donate the pennies from your pay check to help make a difference without lifting a finger

Plus plenty other flexible benefits to suit your lifestyle on our RewardHub, including:

• ULEV car scheme with 1,000+ models
• Dental insurance, Health Cash Plan, Critical Illness Cover, Partner Life Cover, Health Assessment, Gym Membership

Who We Are

At OneAdvanced, we are at the forefront of delivering sector‑focused technology solutions that simplify complexity, drive meaningful progress, and help build a fairer, more inclusive society.

We’re much more than a software company. We deliver SaaS workflow applications and IT services that power organisations across Education, Government, Healthcare, Legal, Manufacturing, Housing, Retail, and more.

OneAdvanced is one of the UK’s largest business software and services companies. Based in Birmingham (The Mailbox), operating across the UK, Ireland, India, and Australia.

Our secure, scalable platform, including OneAdvanced AI, our private AI service for UK organisations, powers connectivity and innovation across critical sectors. Alongside our software are our IT services, including hosting, managed services, and application modernisation.

We strive to create an inclusive workplace that drives innovation and collaboration, championing diverse perspectives and ideas. Our Environmental, Social and Governance (ESG) strategy is embedded in everything we do, guiding us to create meaningful impact for our people, our customers and the planet.

Proud to be recognised in the Financial Times’ Best Employers 2026 list for the second-year running, an independent and data‑led ranking based on employee feedback. Join us and become part of a team that’s powering the world of work and making a real difference.

Join us and become part of a team that’s powering the world of work and making a real difference.

Learn more at www.oneadvanced.com