Senior Technical Support Engineer - Automation & Escalations

LGBT Great

Greater London

Hybrid

GBP 65,000 - 90,000

Full time

5 days ago

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Benefits offered by this job

Two annual 'Mankind' volunteering days

Private medical coverage

Pension

Flexible working arrangements

Job summary

Man Group is seeking a Senior Technical Support Engineer in London to ensure stability of business-critical systems across front and back-office functions. You will lead non-BAU initiatives, mentor engineers, and serve as escalation between Tech Support and senior stakeholders.

The role requires advanced troubleshooting for Windows, macOS, VDI and mobile devices, with a focus on automation and process improvements. On-call duties apply and collaboration with global teams is expected.

Qualifications

Experience in a fast-paced technical support environment.
Strong root cause analysis abilities and problem-solving mindset.
Experience in financial services is advantageous.

Responsibilities

Provide advanced troubleshooting and resolution for Windows, macOS, VDI and mobile devices.
Coordinate with 3rd line engineering and SMEs to drive complex issues to resolution.
Troubleshoot network and connectivity issues at advanced level.
Act as escalation point between Tech Support and business stakeholders.
Diagnose and resolve complex software/hardware escalations and mentor engineers.
Develop and implement processes, workflows and automations to reduce incidents.
Contribute to non-BAU activities and project delivery including VIP support.
Provide technical leadership, coaching, and mentorship to engineers.
Participate in on-call support including weekends and bank holidays.