Technical Support Engineer

OneAdvanced; London; On-site; GBP 30,000 - 45,000; Full time

Job summary

A leading company in business software and services is seeking an experienced Technical Support Engineer to provide exceptional support across multiple customer sites in London and the UK. The ideal candidate will be customer-focused, possess strong troubleshooting skills, and thrive in a dynamic environment, ensuring high levels of customer satisfaction.

Benefits

25 days annual leave plus public holidays

Employee Assistance Programme

Performance Bonus

Pension Scheme with matched contributions

Income protection insurance

Qualifications

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

Responsibilities

• Provide technical support to customers and end-users.
• Log incidents and troubleshoot tickets.
• Ensure timely resolution of incidents in line with SLAs.

Skills

Troubleshooting

Communication

Interpersonal Skills

Self-organization

Job description

Role Introduction

We are looking for an experienced Technical Support Engineer who will be responsible for covering multiple customer sites, predominantly in the 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.

What You Will Do

• Provide technical support to our customers and their end-users as a Technical Support Engineer.
• 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 is achieved or escalation is required, retaining ownership throughout the ticket lifecycle.
• Create/update training materials, runbooks, and knowledge base articles.
• Ensure 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 coordinating issue resolution to meet service levels and targets.
• The ability to self-organise 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 – 25 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 developing an environment that allows those with endometriosis to thrive in the workplace.

Personal Growth – We’re committed to enabling your growth personally and professionally, regardless of your career stage.

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

Financial wellbeing – Your financial wellbeing is important to us.

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

Recognition – We highlight and reward the great work our people do.

• Performance & Talent – Our technology platform provides real-time feedback, conversations, and goals to help you grow.

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

• MatchIt! – Fundraise for a cause, and we will match part of the funding.
• Volunteering Time – Use your leave to volunteer and help others.
• Pennies from Heaven – Donate pennies from your paycheck to make a difference effortlessly.

Who We Are

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

We invest in our people, fostering a diverse, inclusive, and engaging workplace that not only powers the world of work but also empowers our people’s growth and talent.

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