Technical Support Engineer

OneAdvanced Limited; City Of London; On-site; GBP 28,000 - 42,000; Full time

Job summary

OneAdvanced Limited is seeking an experienced Technical Support Engineer to cover multiple customer sites, predominantly in Northampton, with travel across the UK. You will provide technical support across desktop, mobile, networking and other IT infrastructure systems, maintaining a customer-obsessed approach to meet SLAs.

Responsibilities include logging incidents, escalating where needed, and resolving tickets while liaising with users.

Qualifications

• Troubleshoot across networking, desktop, mobile and IT infrastructure systems.
• Knowledge of ITSM practices and procedures.
• Experience with enterprise IT systems and services.

Responsibilities

• Provide technical support to customers and end-users.
• Escalate to 1st line Service Desk when appropriate.
• Log incidents, service requests, changes and problems; escalate as needed; own lifecycle of tickets.

Skills

Networking

Desktop

Mobile

IT infrastructure

ITSM practices

Communication

Self-organization

Problem solving

Tools

Service desk software

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 the Northampton 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.

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

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