Job Overview
We’re looking for a knowledgeable and customer-focused Support Engineer to join our team at OneAdvanced. This role is based in Birmingham HQ and is hybrid, requiring office attendance 1–2 times per month.
Responsibilities and Qualifications
* Diagnose, troubleshoot, and resolve technical issues quickly to minimise disruption for users.
* Deliver high‑quality support across ProSuite (ProSolution), including ILR, registers, timetables, reporting, and tasks.
* Create and maintain clear technical and user documentation, ensuring systems and data are securely backed up.
* Support and promote effective use of knowledge management systems across the team and customer base.
* Ensure all work aligns with internal policies, procedures, and relevant regulatory requirements.
* Investigate recurring issues and contribute to root cause analysis to prevent future problems.
* Manage and prioritise a varied caseload of support queries, including complex and escalated issues.
* Provide excellent customer service, resolving queries efficiently while building strong user relationships.
* Collaborate with internal teams and support client relationship management activities where needed.
* Continuously develop your technical knowledge and stay up to date with industry best practices.
* Demonstrate a strong sense of accountability, taking ownership of work and consistently delivering on commitments.
* Plan, prioritise, and organise tasks effectively to meet deadlines and business goals.
* Work collaboratively with colleagues, sharing knowledge to achieve shared objectives.
* Communicate clearly and professionally, adapting to different audiences.
* Maintain strong technical awareness, with an interest in learning and applying new technologies and best practices.
* Use good judgement and decision‑making skills, knowing when to act independently and when to escalated.
* Analyse and solve complex problems, identifying root causes and practical solutions.
* Adopt a continuous improvement mindset, always looking for ways to enhance processes and efficiency.
Benefits
* 26 days’ holiday plus bank holidays, with the option to buy more, and 1 paid volunteering day per 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: up to 13 weeks full pay plus 13 weeks half pay.
* 24/7 Employee Assistance Programme for confidential support.
* Private medical insurance for all employees, with no medical‑history exclusions.
* 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 needed.
* SkillsHub learning platform with leadership pathways, future‑manager training, and extensive online library.
* Access to external training and apprenticeships.
* Contribution to charitable causes: OneAdvanced will match part of your fundraising with MatchIt, and a portion of your pay is donated to Pennies from Heaven.
* Additional flexible benefits: ULEV car scheme, dental insurance, Health Cash Plan, Critical Illness Cover, and Partner Life Cover.
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