Technical Support Engineer

OneAdvanced Limited; England; On-site; GBP 30,000 - 40,000; Full time

Benefits offered by this job

26 days holiday + bank holidays

Exceptional family leave

Private medical insurance

Performance-based rewards

ULEV car scheme

Job summary

OneAdvanced Limited is seeking a dedicated Technical Support Engineer to provide exceptional support to customers. You will be responsible for troubleshooting IT issues, ensuring adherence to service level agreements, and maintaining customer satisfaction.

The ideal candidate should possess a methodical approach to solving problems across various IT systems. In addition to a supportive work culture, we offer comprehensive benefits including 26 days of holiday, private medical insurance, and extensive professional development opportunities.

Qualifications

• Ability to troubleshoot issues across networking, desktop, mobile, and IT infrastructure systems.
• Good understanding of ITSM practices and procedures.
• Experience coordinating issue resolution to service levels.

Responsibilities

• Provide technical support to customers and end-users.
• Act as a technical escalation route to the Service Desk when necessary.
• Log incidents, service requests, and problem tickets.
• Troubleshoot and resolve tickets while liaising with users.

Skills

Troubleshoot IT infrastructure

ITSM practices

Enterprise-level IT systems

Excellent communication skills

Self-organise and prioritise workload

Job description

What You Will Do

• As a Technical Support Engineer you will provide technical support to one of 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 resolving tickets whilst liaising with users until resolution is achieved, or escalation is required, retaining ownership throughout the lifecycle of the ticket.
• Creating / updating training materials, runbooks and knowledge base articles.
• Ensuring timely resolution of 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

• Ability to troubleshoot issues across networking, desktop, mobile and other IT infrastructure systems using a methodical and logical approach.
• Good understanding and knowledge of ITSM practices and procedures.
• Good knowledge of enterprise‑level IT systems and services.
• Experience in coordination of issue resolution to agreed service levels and targets.
• The ability to self‑organise and prioritise workload.
• Excellent communication and inter‑personal skills.
• A proactive approach to self‑development.

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.

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 other flexible benefits

• ULEV car scheme with 1,000+ models.
• Dental insurance, Health Cash Plan, Critical Illness Cover, Partner Life Cover.