Technical Support Engineer

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

Job summary

A leading business software provider in London seeks an experienced Technical Support Engineer to provide exceptional support across various IT systems. Candidates should possess strong troubleshooting abilities, and excellent communication skills, and be customer-focused. The role provides opportunities for personal development and comes with benefits such as annual leave and a performance bonus.

Benefits

26 days of annual leave

Employee Assistance Programme

Development Programmes

Performance Bonus

Pension Scheme

Income protection insurance

Volunteering Time

Qualifications

• Ability to troubleshoot issues across networking, desktop, mobile, and other IT systems.
• Good understanding of ITSM practices and procedures.
• Experience coordinating issue resolution to meet service levels.
• Proactive approach to self-development.

Responsibilities

• Provide technical support to customers and their end-users.
• Act as a technical escalation route to the Service Desk.
• Log incidents, service requests, changes, and problem tickets.
• Troubleshoot and resolve tickets, retaining ownership throughout.
• Create and update training materials and knowledge base articles.
• Ensure timely resolution of incidents in line with SLAs.

Skills

Troubleshooting IT systems

ITSM practices

Excellent communication skills

Customer service orientation

Interpersonal skills

Job description

Role Introduction

We are looking for an experienced Technical Support Engineer who will be based at one of our customer’s sites in the London area 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

• Provide technical support to our customers and their end-users.
• Act as a technical escalation route to our 1st line Service Desk when appropriate.
• Log incidents, service requests, changes, and problem tickets in our support platform, escalating where necessary.
• Troubleshoot and resolve tickets, liaising with users until resolution or escalation, retaining ownership throughout the ticket lifecycle.
• Create and update training materials, runbooks, and knowledge base articles.
• Ensure timely resolution of incidents in line with SLAs.
• Remain customer obsessed to ensure high customer satisfaction.

What You Will Have

• Ability to troubleshoot issues across networking, desktop, mobile, and other IT systems using a methodical and logical approach.
• Good understanding of ITSM practices and procedures.
• Knowledge of enterprise-level IT systems and services.
• Experience coordinating issue resolution to meet service levels.
• Ability to self-organize and prioritize workload.
• Excellent communication and interpersonal skills.
• A proactive approach to self-development.

What We Do For You

Wellbeing focused – Our people are our greatest assets, and ensuring everyone feels their best self to come to work is integral.

• Annual Leave – 26 days of annual leave, plus public holidays and the ability to buy additional days.
• Employee Assistance Programme – Free advice, support, and confidential counselling available 24/7 through Care First.
• Endometriosis Friendly Employer – We are committed to creating an environment where those with endometriosis can thrive.

Personal Growth – We’re dedicated to enabling your personal and professional development.

• Development Programmes – From Future Managers to Leadership Training, our programmes help you grow.
• Performance Bonus – Our group-wide bonus scheme rewards your success.

Financial wellbeing – We prioritize your financial health as well as mental wellbeing.

• Pension Scheme – Our plan with Scottish Widows offers 5% matched contributions.
• Income protection insurance – Support when you need it most.

Recognition – We highlight and reward great work.

• Performance & Talent – Our platform provides real-time feedback, conversations, and goal setting.

Making a Difference – Opportunities to support causes you care about.

• MatchIt! – Fundraise for your chosen cause with company matching.
• Volunteering Time – Use your leave to volunteer.
• Pennies from Heaven – Donate pennies from your paycheck effortlessly.

Who We Are

OneAdvanced is one of the UK's largest providers of business software and services, serving over 20,000 global customers with an annual turnover of £330M+. We handle 1.5 million calls per month, support over 2 million learners, and manage over 10 million wills. Our mission is to power the world of work through innovative software.

We invest in our people, fostering a diverse, inclusive, and engaging workplace that empowers growth, ambition, and talent.

To learn more about working at OneAdvanced, please click here.