Technical Support Engineer

OneAdvanced; United Kingdom; On-site; GBP 25,000 - 45,000; Full time

Job description

Role Introduction

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.

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 whilst liaising with users until resolution is achieved, or escalation is required, retaining ownership throughout the lifecycle of the ticket.
• 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

• The ability to troubleshoot issues across networking, 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 systems and services.
• Experience in the 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.

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 111 calls per month, support over 2 million Further Education learners across the UK, handle over 10 million wills, and so much more. Our mission is to power the world of work and, as you can see, our software underpins some of the UK's most critical sectors.

We invest in our brilliant people. They are at the heart of our success as we strive to be a diverse, inclusive and engaging place to work that not only powers the world of work, but empowers the growth, ambitions and talent of our people.