Role Introduction
We are looking for an experienced Technical Support Engineer who will be based at one of our customer’s sites in the Northampton area, and some remote sites across Birmingham and Essex, 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 one of our customers and their end-users.
* This role is predominantly on the Northampton site, with planned visits to the Essex and Birmingham locations.
* 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 while 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 coordination of issue resolution to agreed service levels and targets.
* The ability to self-organise and prioritise 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 proud to confirm our commitment to developing an environment and culture that allows those with endometriosis to thrive in the workplace.
Personal Growth - Regardless of where you are at in your career, we’re committed to enabling your growth personally and professionally.
* Development Programmes – From Future Managers to Leadership Training, our development programmes help you get where you need to go.
* Performance Bonus – Our Group-wide bonus scheme enables you to reap the rewards of your success.
Financial wellbeing - We understand as well as your mental wellbeing, your financial wellbeing is really important.
* Pension Scheme – Our plan with Scottish Widows offers 5% matched contribution by the company.
* Income protection insurance – Providing you with support and assistance when you need it most.
Recognition – Highlighting and rewarding the great work our people do.
* Performance & Talent – Our own technology platform that allows you to get real-time feedback, conversations, and goals to help you become your best self.
Making a Difference – We provide opportunities to help our people make a difference to the causes they care about.
* MatchIt! – Fundraise for a cause close to your heart and Advanced will match part of the funding.
* Volunteering Time – Our volunteering leave scheme allows you to use your time to help those who need it.
* Pennies from Heaven – Donate the pennies from your paycheck to help make a difference without lifting a finger.
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.
To learn more about working at OneAdvanced please click here.
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