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.
* When appropriate, you will act as a technical escalation route to our 1st line Service Desk.
* Logging incidents, service requests, changes and problem tickets in our support platform escalating where necessary
* Troubleshooting and resolve tickets whilst liaising with users until resolution is achieved, or escalation is required, retaining ownership throughout the lifecycle of the ticket.
* Creating / updatingtraining materials, runbooks and knowledge base articles
* Ensuringtimely resolutionof 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 SupportEngineer, you will have the ability to troubleshoot issues acrossnetworking,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 systemsand services
* Experience in co-ordination of issue resolutionto agreed service levels and targets
* The ability toself-organiseandprioritiseworkload
* 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
* 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 Heavendonate the pennies from your pay check to help make a difference without lifting a finger
Plus plenty 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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