Technical Support Consultant

• Delivering high quality support to our users and partners, in relation to all our devices (windows and MAC), particularly in relation to the more complex issues.
• Working with other teams to facilitate good work relationships.
• Maintaining a thorough understanding of SJP technology and engaging in new initiatives to ensure the appropriate support provisions are delivered.
• Mentoring and training team members, particularly in support of complex issues.
• Leading by example to improve knowledgebase articles for the team and Service Desk.
• Reporting appropriate updates on Technical Support ticket statistics, reoccurring issues and resourcing requirements.
• Reporting any potential security breaches to the Cyber Security Team and assist in remediation efforts as required.
• Supporting IT systems and services and making sure they are available, maintained, and continue to run efficiently and effectively.
• Driving service innovation and improvements to continually evolve and develop the team.
• Delivering on Incident and Request resolution to agreed SLA.
• Supporting Projects.
• Attending SJP locations is required to facilitate location-based support when required.
• Ensuring that business continuity plans for your team are up to date, tests for the plans and system disaster recovery tests are supported and understanding the requirement to acknowledge notifications and act accordingly for live events.

We’re looking for a support engineer who can work closely with internal teams, ensuring issues are clearly understood and efficiently resolved through accurate troubleshooting and technical expertise. Clear and consistent communication is a key part of the role, keeping customers informed of progress, expected time frames, and outcomes throughout the support lifecycle.

• Extensive experience working in 2nd – 3rd line technical IT Support.
• Solid understanding of Windows 11, O365, Azure, Apple and Android devices, MDM(Ivanti Go) and a good understanding of networking.
• Track record of providing excellent customer service in a technology-oriented role including Incident, request, problem, and change management to required SLAs.
• Excellent at communicating, influencing, and managing VIP and senior stakeholders.

• Microsoft certifications and/or qualified in ITIL.
• Experienced in Intune & Autopilot deployment.
• Experience working with Service Now.
• Experience working in Financial Services or a highly regulated industry is desirable.

• Some business travel may be necessary

We reward youfor the work you do, whether that’s through our discretionary annual bonus scheme that reflects both personal and company performance, competitive annual leave allowance (28 days plus bank holidays, with the option to purchase an additional 5 days), or online rewards platform with a variety of discounts.
We also have benefits to support whatever stage of life you are in, including:

• Competitive parental leave (26 weeks full pay)
• Private medical insurance (optional taxable benefit)
• 10% non-contributory pension (increasing with length of service)

We're an equal opportunities employer and want to ensure our recruitment process is accessible and inclusive for all, if you require reasonable adjustment(s) at any stage please let us know by emailing us at
Research tells us that applicants (especially those from underrepresented groups) can be put off from applying for a role if they do not meet all the criteria or have been on an extended career‐break. If you think you would be a good match for this role and can demonstrate some transferable experience please apply, regardless of whether you tick every box.