Technical Support Engineer

Telana are experts in applied innovation, focused on delivering business outcomes through AI, data, software development, and cloud engineering expertise. We leverage our problem solving skills and end-to-end capabilities to help our clients create better solutions for their customers and employees.

As a top-tier partner of Google Cloud and Microsoft, the market leaders for AI, Data, and Cloud, we work with some of the world’s biggest brands and government organisations to help them solve their toughest business and operational challenges; whether that’s attracting new customers, driving operational efficiency, or improving reducing risk.

We have received impressive external recognition for its innovative offerings, best-in-class capabilities, and tangible impact for customers across various industries:
Telana is recognized as a Leader for Data, Analytics, and Machine Learning in the ISG Provider™ Lens for Google Cloud Partner Ecosystem in 2024, and a Rising Star in 2022 and 2023. We are an accredited Azure Expert MSP provider, and have also been awarded Google Cloud’s 2024 EMEA Public Sector Partner of the Year award.

We are seeking a Technical Support Engineer to join our Managed Services Team. In this role, you will be responsible for providing comprehensive support to our clients, handling the full spectrum of technical issues from initial contact (Tier
1) through to more complex resolutions (Tier
2).

You may be required to travel to customer sites which are predominantly located in Central London to provide onsite support engineer services for holiday or capacity cover. We operate a 24/7 365 service desk and therefore a willingness to work in a shift rota or cover specific shifts when required would be advantageous.

The ideal candidate is a self-starting problem-solver with expertise in the Microsoft ecosystem and a great customer service approach. You will be the primary point of contact for our clients, taking full ownership of support tickets from creation to completion. You must be comfortable managing a varied workload, resolving straightforward requests efficiently while also having the technical depth to investigate and solve challenging problems independently.

• Serve as a primary point of contact for clients, providing effective support via Teams/Google Meet, email, and our ticketing system.
• Manage the entire lifecycle of support tickets, from initial logging and diagnosis (Tier
  1) to more advanced troubleshooting and resolution (Tier
  2). This includes managing SLAs.
• Perform administration and provide support for:
  • Microsoft 365:
    Including Exchange Online (mail flow, permissions, security), SharePoint Online, One Drive for Business (sync issues, permissions), and Microsoft Teams.
  • Microsoft Power Platform:
    Including Power BI, Power Apps, and Power Automate.
  • Microsoft Intune:
    Device enrollment and management, compliance policy checks, application deployment and packaging troubleshooting.
  • Microsoft Entra  (Azure AD):
    User and group administration, conditional access policies, and multi-factor authentication (MFA) troubleshooting.
  • Windows Server:
    Administration of Windows Server 2016/2019/2022, including Active Directory (Group Policy, DNS, DHCP), file permissions, and print services and Hybrid Models. This includes an understanding of hybrid identity configurations, including Azure AD Connect and SSO. .
  • Exchange On-Premises:
    Mailbox and database management, transport rule configuration, and hybrid environment troubleshooting.
    
    Windows Desktop OS:
    In-depth troubleshooting of Windows 10 and Windows 11.
• Maintain clear and concise documentation for all work performed within our ticketing system.
• Identify recurring issues and contribute to our internal knowledge base to improve team efficiency.
• Work collaboratively and collegiately with the broader Telana team including engineers and service delivery.
• Liaise with third-party vendors and software providers to resolve client-specific technical issues.

• Proven experience (2+ years) in an IT support role in a Managed Services Provider, demonstrating strong capabilities in handling both Tier 1 and 2…