We are looking for a skilled Technical Support Engineer to join our Service Operations team in Wigan. This is a hands-on 2nd/3rd line role where you will take ownership of complex technical issues, support business-critical systems, and ensure the stability and performance of our technology environment. Reporting to the Senior Technical Support Engineer, you will act as a subject-matter expert, providing deep technical support across infrastructure, applications, and high-priority incidents. This is an ideal role for someone who enjoys problem-solving, working with modern cloud technologies, and playing a key part in maintaining a secure and compliant technical estate. What you’ll be doing: In this role, you will serve as the primary escalation point for 2nd and 3rd line technical issues, managing incidents from investigation through to full root cause resolution within agreed SLAs. You’ll proactively monitor production systems using tools such as Groundcover and Grafana, identifying improvements that enhance performance, security, and reliability. You will also propose system enhancements and infrastructure changes to senior team leaders as part of continuous improvement. You’ll take ownership of administering and maintaining our core business systems, including the Microsoft 365 suite (Exchange Online, Entra ID, SharePoint, Teams) and Atlassian tools (Jira, Confluence). You’ll manage infrastructure across endpoints, servers, virtualization environments, and public cloud platforms such as Azure or AWS. A key part of your responsibilities will include modern endpoint management through Microsoft Intune—ensuring devices remain secure, compliant, and fully up to date. You will play a key technical role during high-priority incidents, providing clear updates to stakeholders and working closely with the Incident Manager to deliver thorough technical analysis. You’ll also support ongoing audit and compliance activities—such as ISO, GDPR, and Gambling Commission requirements—by maintaining accurate documentation and ensuring that operational processes are followed. This includes updating audit-specific records and ensuring historical information is captured correctly. What we are looking for: We’re looking for someone with proven experience in a 2nd/3rd Line Support or Systems Administrator role, with strong technical grounding across Windows Server, virtualization, endpoint management, and public cloud platforms such as Azure or AWS. You’ll have deep knowledge of the Microsoft 365 ecosystem—including Exchange Online, Entra ID, Intune, SharePoint, and Teams—and experience providing incident-driven database support. A strong understanding of network security, antivirus solutions, and patch management is essential, along with excellent troubleshooting skills and the ability to perform detailed root cause analysis. You should be comfortable explaining technical concepts to non-technical stakeholders, self-organising your workload, and working effectively under pressure. An ITILv4 Foundation qualification is required. It would also be advantageous if you have experience with network support, monitoring tools such as Groundcover or Grafana, and managing Atlassian platforms like Jira and Confluence. Knowledge of regulated environments—such as ISO standards, GDPR, or Gambling Commission requirements—would also be a plus. What’s in it for you? At the Tote you can expect a friendly working environment with a strong sense of teamwork and pride in what we do. Within this role you’ll develop a broad range of skills and experiences that can enhance your career at the Tote. Additionally, our company benefits package includes; Competitive Basic Salary Discretionary Bonus Scheme Company Shares Option Plan Contributory pension scheme Life insurance (4 x basic salary) Simply Health Cash Plan Holiday entitlement (33 days inclusive of bank holidays) Study Support and opportunity for progression and development Confidential 24/7 365 employee assistance helpline Agile and collaborative office environment with free parking, fruit, biscuits, and drinks Regular social events, charity events and volunteering opportunities