Technical Support Engineer

Location: Greater London

5 days ago Be among the first 25 applicants

Join One Advanced

We are looking for an experienced Technical Support Engineer who will be based at one of our customer sites in the Heathrow area 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.
• 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 and escalating where necessary.
• Troubleshoot and resolve tickets whilst 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 work to ensure the highest levels of customer satisfaction.

What You Will Have

• 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.
• Ability to self‑organise and prioritise workload.
• Excellent communication and inter‑personal skills.
• A proactive approach to self‑development.

What We Do For You Wellbeing that means something

• 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.

Financial Benefits That Have Your Back

• Group-wide performance bonus, when we win, you win.
• Income protection: up to 75% salary for 5 years if you ever need it.

Grow your career with us

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

Making a Difference

• 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 paycheck to help make a difference without lifting a finger.

Other Flex Benefits

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

Who We Are

One Advanced 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 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.

Location

London, England, United Kingdom

Seniority level

• Mid‑Senior level

Employment type

• Full‑time

Job function

• Information Technology
• IT System Training and Support

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