Support Services Engineer

Advania UK; Dorchester; On-site; GBP 31,000 - 43,000; Full time

Job summary

Advania UK is seeking a 2nd line onsite support engineer to join a client-focused team in Wool. You’ll own incidents from start to finish, troubleshoot across hardware, software and network domains, and work with cross-functional teams to restore services quickly.

You will be the primary onsite contact, balancing priorities and updating users with clear progress. The role emphasizes customer service, professional communication and ongoing personal development.

Qualifications

• Hands-on experience in a 2nd line, deskside or onsite support environment.
• Strong troubleshooting skills and a customer-service mindset.
• Clear communication and organisational skills under changing priorities.
• Ownership mentality rather than passing issues along.
• Knowledge of several listed tools and technologies is a plus.

Responsibilities

• Be a trusted onsite contact and resolve incidents with a professional, customer-first approach.
• Own incidents and requests, escalations, and manage them to resolution.
• Diagnose and resolve hardware, software, network and access issues.
• Prioritise tickets and provide timely updates to users.
• Support project work, service improvements and changes as needed.
• Collaborate with teams to restore service quickly and maintain standards.
• Capture ticket information and feedback for improvements.
• Create knowledge articles to aid future solutions.
• Build relationships with client, colleagues and escalation teams.
• Participate in personal development plans and shift/desk-rotations.

Tools

Microsoft 365

Exchange

Windows Environments

Azure AD

VMware

SCCM

BeyondTrust/Datto

Networking

VoIP

Job description

The opportunity

If you enjoy solving technical problems, building trusted relationships and seeing the impact of your work first-hand, this could be a great next step. As this is a fully onsite role, you will need to live within a reasonable daily commuting distance of Wool. As our 2nd Line Onsite Support Engineer, you will be a visible and valued point of contact at our esteemed and exciting client’s site. You will take ownership of incidents and service requests, support project and change activity, and work with colleagues across Advania to deliver a responsive, high-quality service. You will have the autonomy to investigate issues through to resolution, share your knowledge and continue developing your technical skills with the support of your manager and wider team.

The ideal candidate is already SC Cleared but if not, then successful applicants must be a British Citizen who who has lived continuously in the UK for the last 5 years for minimum eligibility.

Salary & Benefits

The budgeted salary for this role is £37,000.Click here for thelist of benefits.

What you’ll be doing

• Be a trusted onsite contact, responding to colleagues’ queries with professionalism, empathy and a customer-first approach.
• Take ownership of incidents, requests and escalations, managing them through to resolution or a clear handover within agreed service levels.
• Use targeted questions and structured troubleshooting to diagnose and resolve a wide range of hardware, software, network and access issues.
• Balance and prioritise several open tickets, keeping users informed with clear and timely updates.
• Support project work, service improvements and controlled change activity when required.
• Collaborate with technical and operational teams to restore service quickly and maintain consistent standards.
• Capture accurate ticket information, flag client-facing risks and share useful customer feedback.
• Create and improve knowledge articles so that successful solutions can be reused across the team.
• Build positive working relationships with the client, colleagues and escalation teams.
• Take an active role in your own development, supported by regular conversations and a personal development plan.
• Work flexibly within agreed shift and desk-rotation arrangements.

What you’ll bring

You will have hands‑on experience in a 2nd line, deskside or onsite support environment, together with strong troubleshooting skills and a genuine commitment to customer service. You communicate clearly, stay organised when priorities shift, and take ownership rather than simply passing issues on. Knowledge across several of the following would be valuable:

• Microsoft 365, Exchange and Windows environments
• Microsoft Entra ID (Azure AD) and cloud technologies
• Microsoft productivity applications and endpoint support
• Networking fundamentals and VoIP
• VMware and SCCM
• Remote support and monitoring tools such as BeyondTrust (Bomgar) and Datto

It would be a bonus if you know

• Cisco Meraki, Cisco switching or firewalls
• Mobile device support
• WAN technologies, including MPLS, VPLS and internet connectivity

You do not need to tick every box.

About Us:We are the tech company with people at heart.

At Advania, we believe in empowering people to create sustainable value through the clever use of technology. As one of Microsoft's leading partners in the UK, specialising in Azure, Security, Dynamics 365, and Microsoft 365, we have a proven track record of success in delivering transformational IT services.

Our Selection Process:

We are committed to ensuring an equitable experience for all candidates, regardless of race, religion or belief, ethnic or national origin, disability, age, citizenship, marital, domestic or civil partnership status, sexual orientation, gender identity, or any other basis as protected by applicable law.

Please do let us know if you’ll need any reasonable adjustments as part of the selection process by highlighting these on your application form.

As part of our commitment to our clients we will need to carry out background checks, including a criminal record check, for all offers of employment. If you have any unspent criminal convictions or questions about the screening process, please notify your recruiter once the application has been submitted.

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