Senior Technical Support Engineer – Multisite IT & Networking

OneAdvanced Limited; Birmingham; Hybrid; GBP 30,000 - 42,000; Full time

Benefits offered by this job

26 days’ holiday + bank holidays

Private medical insurance

Pension with matched contributions

Life assurance

Employee Assistance Programme

Job summary

OneAdvanced Limited is seeking an experienced Technical Support Engineer to cover multiple customer sites, predominantly in the London area with travel across the UK. You will support desktop, mobile, networking and IT infrastructure, while delivering exceptional service and meeting SLAs.

Applicants must have the legal right to work in the UK. The role requires a proactive, customer-obsessed mindset and the ability to self-organise and prioritise workload.

Qualifications

• Experience providing technical support across desktop, mobile, networking and IT infrastructure systems.
• Knowledge of ITSM practices and enterprise IT services.
• Ability to coordinate issue resolution to agreed SLAs and targets.

Responsibilities

• Provide technical support to customers and end-users.
• Escalate to 1st line Service Desk when needed.
• Log incidents, service requests, changes and problems; escalate when required.
• Troubleshoot and resolve tickets; maintain ownership through lifecycle.
• Create/update training materials, runbooks, and knowledge base articles.
• Ensure timely resolution in line with SLAs.
• Maintain customer-focused approach throughout all work.

Skills

Networking knowledge

Desktop support

Mobile support

Customer service

Troubleshooting

Self-organisation

Education

IT or Computer Science degree

Tools

ITSM tools

Ticketing system

Job description

OneAdvanced Limited is seeking an experienced Technical Support Engineer to cover multiple customer sites, predominantly in the London area with travel across the UK. You will support desktop, mobile, networking and IT infrastructure, while delivering exceptional service and meeting SLAs.

Applicants must have the legal right to work in the UK. The role requires a proactive, customer-obsessed mindset and the ability to self-organise and prioritise workload.