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Technical Support Engineer
Join OneAdvanced
We are looking for an experienced Technical Support Engineer who will be based at one of our customer’s 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
As a Technical Support Engineer you will 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, 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 your work to ensure the highest levels of customer satisfaction.
What You Will Have
As a Technical Support Engineer, 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.
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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
- 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.
Grow your career with us
- SkillsHub learning platform with leadership pathways, future-manager training, and a huge online library.
- Access to external training and apprenticeships.
Making a Difference
- MatchIt! Fundraise for a cause close to your heart and OneAdvanced will match part of the funding.
- Pennies from Heaven donate the pennies from your paycheck to help make a difference without lifting a finger.
Plus plenty of other flexible benefits to suit your lifestyle on our RewardHub, including:
- ULEV car scheme with 1,000+ models.
- Dental insurance, Health Cash Plan, Critical Illness Cover, Partner Life Cover.
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Who We Are
At OneAdvanced, we are at the forefront of delivering sector-focused technology solutions that simplify complexity, drive meaningful progress, and help build a fairer, more inclusive society.
We’re much more than a software company. We deliver SaaS workflow applications and IT services that power organisations across Education, Government, Healthcare, Legal, Manufacturing, Housing, Retail, and more.
OneAdvanced is one of the UK’s largest business software and services companies. Based in Birmingham (The Mailbox), operating across the UK, Ireland, India, and Australia.
Our secure, scalable platform, including OneAdvanced AI, our private AI service for UK organisations, powers connectivity and innovation across critical sectors. Alongside our software are our IT services, including hosting, managed services, and application modernisation.
We strive to create an inclusive workplace that drives innovation and collaboration, championing diverse perspectives and ideas. Our Environmental, Social and Governance (ESG) strategy is embedded in everything we do, guiding us to create meaningful impact for our people, our customers, and the planet.
Proud to be recognised in the Financial Times’ Best Employers 2026 list for the second-year running, an independent and data-led ranking based on employee feedback.
Join us and become part of a team that’s powering the world of work and making a real difference.
Learn more at www.oneadvanced.com
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