Technical Support Engineer

What You Will Do

• As a Technical Support Engineer you will provide technical support to one of our customers and their end-users.
• When appropriate, you will act as a technical escalation route to our 1st line Service Desk.
• Logging incidents, service requests, changes and problem tickets in our support platform escalating where necessary.
• Troubleshooting and resolving tickets whilst liaising with users until resolution is achieved, or escalation is required, retaining ownership throughout the lifecycle of the ticket.
• Creating / updating training materials, runbooks and knowledge base articles.
• Ensuring 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.

• 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 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.

• 26 days’ holiday + bank holidays (and the option to buy more) plus 1 paid volunteering day every year.
• Exceptional family leave: 26 weeks fully paid maternity/adoption, 4 weeks fully paid paternity, 22 weeks fully paid shared parental leave, plus 5 days paid bereavement leave.
• Robust sick pay of up to 13 weeks full pay + 13 weeks half pay.
• 24/7 Employee Assistance Programme for confidential support.
• Private medical insurance for everyone, no medical‑history exclusions.

• Performance‑based rewards tailored to your role, from company‑wide bonuses to OTE and commission structures.
• Income protection: up to 75% salary for 5 years if you ever need it.

• Skills Hub learning platform with leadership pathways, future‑manager training, and a huge online library.
• Access to external training and apprenticeships.

• Match It! Fundraise for a cause close to your heart and One Advanced will match part of the funding.
• Pennies from Heaven donate the pennies from your pay check to help make a difference without lifting a finger.

• ULEV car scheme with 1,000+ models.
• Dental insurance, Health Cash Plan, Critical Illness Cover, Partner Life Cover.