Technical Support Engineer — Automation & VIP Incident Lead

Man Group; Greater London; Hybrid; GBP 42,000 - 66,000; Full time

Benefits offered by this job

Holiday entitlement

Pension

Life insurance

Long-term disability coverage

Parental leave

Private medical coverage

Job summary

Man Group seeks a Technical Support Engineer in London to ensure stability of business-critical systems across front and back-office. You will conduct root-cause analysis, resolve recurring issues, and drive process automation while coordinating with engineering teams on escalations and VIP requests.

The role involves on-call shifts, fast-paced environment, and a focus on user experience, with opportunities to implement improvements and automation across Windows, macOS, VDI, and mobile devices.

Qualifications

• Provide 1st and 2nd-line troubleshooting and resolution for issues relating to Windows, macOS, VDI and mobile devices, including management through SCCM, Jamf, and Intune.
• Diagnose and resolve software and hardware issues, providing technical guidance and expertise to users as required.
• Contribute to non-BAU activities and project delivery, including VIP support and service improvement initiatives.
• Develop, document and implement processes, workflows and automations to improve operational efficiency.
• Proactive mindset for identifying and driving technical advancements and to continually learn and improve.

Responsibilities

• Provide 1st and 2nd-line troubleshooting and resolution for issues relating to Windows, macOS, VDI and mobile devices, including management through SCCM, Jamf, and Intune.
• Diagnose and resolve software and hardware issues, providing technical guidance and expertise to users as required.
• Contribute to non-BAU activities and project delivery, including VIP support and service improvement initiatives.
• Act as escalation point and liaison between TechSupport and 3rd line engineering teams, coordinating with SMEs to drive complex issues to resolution.
• Develop, document and implement processes, workflows and automations to improve operational efficiency, enhance technical capability, and reduce recurring incidents.
• Participate in the on-call support, providing coverage during weekends and bank holidays as required.
• Proven experience in a fast-paced technical support environment, with a strong focus on user experience.
• Analytical mindset with expertise in root cause analysis.
• Understanding of network fundamentals, including VPN and connectivity troubleshooting.
• Proficient in deploying and supporting Windows and macOS devices, as well as Apple and Android devices within an MDM environment.
• Proactive mindset for identifying and driving technical advancements and to continually learn and improve.
• Experience with automation, scripting and engineering tools, including PowerShell, Python, AI (e.g. Claude and ChatGPT) and version control platforms such as Git, is beneficial.
• Previous experience in financial services is advantageous.

Skills

Windows troubleshooting

macOS troubleshooting

MDM management

PowerShell

Python

SCCM

Jamf

Intune

VIP support

Root cause analysis

Networking basics

Git

AI tooling

Tools

Git

AI tools

Job description

Man Group seeks a Technical Support Engineer in London to ensure stability of business-critical systems across front and back-office. You will conduct root-cause analysis, resolve recurring issues, and drive process automation while coordinating with engineering teams on escalations and VIP requests.

The role involves on-call shifts, fast-paced environment, and a focus on user experience, with opportunities to implement improvements and automation across Windows, macOS, VDI, and mobile devices.