Technical Support Engineer

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

Join OneAdvanced

We are looking for an experienced Technical Support Engineer who will be responsible for covering multiple customer’s sites, predominantly in London area with expected travel across the UK, to provide technical support across desktop, mobile, networking and other IT infrastructure systems. You will be customer obsessed and able to demonstrate this through all your work ensuring we deliver an excellent service and meet agreed SLAs.

https://www.oneadvanced.com/services/

What You Will Do

• As a Technical Support Engineer you will provide technical support to our customers and their end-users.
• When appropriate, you will act as a technical escalation route to our 1st line Service Desk.
• Logging incidents, service requests, changes and problem tickets in our support platform escalating where necessary
• Troubleshooting and resolve tickets whilst liaising with users until resolution is achieved, or escalation is required, retaining ownership throughout the lifecycle of the ticket.
• Creating / updatingtraining materials, runbooks and knowledge base articles
• Ensuringtimely resolutionof incidents in line with Service Level Agreements (SLAs).
• Remain customer obsessed throughout all your work to ensure the highest levels of customer satisfaction.

What You Will Have

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

• As a Technical SupportEngineer, you will have the ability to troubleshoot issues acrossnetworking,desktop, mobile and other IT infrastructure systems using a methodical and logical approach.
• A good understanding and knowledge of ITSM practices and procedures
• Good knowledge of enterprise-level IT systemsand services
• Experience in co-ordination of issue resolutionto agreed service levels and targets
• The ability toself-organiseandprioritiseworkload
• Excellent communication and inter-personal skills
• A proactive approach to self-development

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