Technical Support Consultant

Are you ready to chart your own career path? With our refreshed strategy, we’re building on our rich heritage and transforming our business to be more scalable and efficient, unlocking the capabilities needed for future success. This includes significantly investing in technology, streamlining the way we work and creating an environment where colleagues feel engaged, empowered and accountable; where they can show up, speak up and perform – because we believe in the difference our work makes.

At a glance:

Location: London - Paddington

Workplace Type:

Employment Type: Permanent

Seniority: Mid-Senior Level

Technology Support Team is a critical IT support function across the business, acting as the escalation point for complex technical issues. The team provides in-depth Tech Support across systems, applications, infrastructure and Mobile devices. Diagnosing root causes, implementing fixes, and preventing repeat incidents. The 2nd Line Technology Support Team delivers a high standard of customer service, balancing technical problem-solving with clear communication and responsiveness.

The 2nd line team manage incidents, service requests, and problems with a focus on service quality, meeting agreed service levels and keeping users informed throughout the resolution process. By working closely with other Support teams, the 2nd Line function ensures technical stability while minimising disruption to business operations.

The Technology Support Consultant will provide advanced support for technical issues escalated from first line teams and direct from users. Working to deliver timely and effective resolution in line with agreed SLA targets. The role focuses on diagnosing complex problems, implementing fixes, and preventing recurrence, while maintaining a strong focus on Customer Service.

• 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…