Support Engineer

OneAdvanced; Willerby; On-site; GBP 35,000 - 55,000; Full time

Benefits offered by this job

26 days' holiday + bank holidays

Private medical insurance

Pension with matched contributions

Life assurance 4x salary

Job summary

OneAdvanced Limited is seeking a Support Engineer to join our UK team. You will deliver technical support, diagnose faults, and resolve complex issues to keep customers productive and satisfied.

You will also document processes, contribute to knowledge bases, and collaborate with teammates to improve service quality and customer relationships. A strong technical background and proactive problem solving are essential.

Qualifications

• Proficiency with standard office equipment and software.
• Strong verbal communication and ability to document issues clearly.
• Experience with managing expert systems and automating workflows.
• Solid problem-solving skills and a systematic troubleshooting approach.
• Customer-focused mindset with ability to build relationships.

Responsibilities

• Provide fault isolation and prompt resolution of issues.
• Create and maintain high-quality technical/user documentation.
• Support knowledge management systems and provide guidance to users.
• Adhere to organizational policies and regulatory standards in daily work.
• Handle basic escalations and secure customer satisfaction.
• Deliver a high-quality service while identifying opportunities to retain or grow business.

Skills

Computer skills

Verbal communication

Expert system management

Troubleshoots technical issues

Customer focus

Customer technical support

Accountability

Planning & alignment

Collaborates

Communicates effectively

Tech savviness

Job description

Join OneAdvanced

At OneAdvanced, we're seeking a skilled Support Engineer to join our team. As a Support Engineer, you will be responsible for providing technical support and resolving complex technical issues. This role requires a strong technical background, excellent problem-solving skills, and the ability to work collaboratively with others.

What You Will Do

• Provide fault isolation and resolution to limit and address issues promptly (Faults Diagnosis and Correction)
• Create and maintain technical and/or user documentation to a high standard, and back up files to ensure instant recovery if problems occur (Documentation and Backup)
• Help others get the most out of knowledge management systems by offering support and advice (Knowledge Management System)
• Develop knowledge and understanding of the organization's policies and procedures and of relevant regulatory codes and codes of conduct to ensure own work adheres to those standards (Operational Compliance)
• Respond to basic issue escalations promptly and appropriately; provide managerial approvals as required (Resolving Customer Issues)
• Provide a quality service to customers while identifying opportunities to secure new business or support retention (Customer Service)

What You Will Have

• Proficiency in standard office equipment and standard software packages to support business processes (Computer Skills)
• Ability to express ideas, request actions, formulate plans, and policies by means of clear and effective verbal communications (Verbal Communication)
• Experience with expert system management, including solutions to automate and manage multiple applications and functions within an organization (Expert System Management)
• Strong technical troubleshooting skills, including the ability to employ a systematic process for solving technical issues (Troubleshoots Technical Issues)
• Ability to build strong customer relationships and deliver customer-centric solutions (Customer Focus)
• Experience with customer technical support, including identifying, diagnosing, and resolving technical problems for customers (Customer Technical Support)

Desirable Skills and Competencies

• Ensures Accountability: Holds self and others accountable to meet commitments
• Plans and Aligns: Plans and prioritizes work to meet commitments aligned with organizational goals
• Collaborates: Builds partnerships and works collaboratively with others to meet shared objectives
• Communicates Effectively: Develops and delivers multi-mode communications that convey a clear understanding of the unique needs of different audiences
• Tech Savvy: Anticipates and adopts innovations in business-building digital and technology applications

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