Overview
Technical Support Engineer - Night Shift | Accrington
Telana are experts in applied innovation, focused on delivering business outcomes through AI, data, software development, and cloud engineering expertise. Formed by the combination of Ancoris and Sundown Solutions, together we leverage our problem solving skills and end-to-end capabilities to help you create better digital experiences for your customers and employees.
As a top-tier partner of Google Cloud and Microsoft, we partner with some of the world’s biggest brands and government organisations to attract new customers, drive efficiency, improve experiences, and identify future opportunities for growth. Telana has received external recognition for its innovative offerings, best-in-class capabilities, and tangible impact for customers across various industries.
What will your role be?
We are seeking a Technical Support Engineer to join our Managed Services Team for our night shift (12am–8:30am). You will provide comprehensive support to our clients, handling the full spectrum of technical issues from initial contact (Tier 1) through to more complex resolutions (Tier 2).
You may be required to travel to customer sites in Central London to provide onsite support for holiday or capacity cover. We operate a 24/7 365 service desk, and a willingness to work in a shift rota or cover specific shifts when required is essential.
The ideal candidate is a self-starting problem-solver with expertise in the Microsoft ecosystem and a strong customer service approach. You will be the primary point of contact for our clients, taking full ownership of support tickets from creation to completion, managing a varied workload, and solving both straightforward requests and challenging problems independently.
What will you be doing?
* Serve as a primary point of contact for clients, providing effective support via Teams/Google Meet, email, and our ticketing system.
* Manage the entire lifecycle of support tickets, from initial logging and diagnosis (Tier 1) to advanced troubleshooting and resolution (Tier 2), including meeting SLAs.
* Perform administration and provide support for:
o Microsoft 365: Exchange Online (mail flow, permissions, security), SharePoint Online, OneDrive for Business (sync issues, permissions), and Microsoft Teams.
o Microsoft Power Platform: Power BI, Power Apps, and Power Automate.
o Microsoft Intune: Device enrollment and management, compliance policy checks, and deployment/troubleshooting of applications.
o Microsoft Entra ID (Azure AD): User and group administration, conditional access policies, and MFA troubleshooting.
o Windows Server: Administration of Windows Server 2016/2019/2022, Active Directory (Group Policy, DNS, DHCP), file permissions, print services, and hybrid identity configurations (Azure AD Connect and SSO).
o Exchange On-Premises: Mailbox/database management, transport rule configuration, and hybrid environment troubleshooting.
o Windows Desktop OS: Troubleshooting Windows 10 and Windows 11.
* Maintain clear and concise documentation for all work performed within our ticketing system.
* Identify recurring issues and contribute to our internal knowledge base to improve team efficiency.
* Work collaboratively with the broader Telana team including engineers and service delivery.
* Liaise with third-party vendors and software providers to resolve client-specific technical issues.
This may be you
* Proven experience (2+ years) in an IT support role in a Managed Services Provider, handling both Tier 1 and 2 issues. MSP or IT consultancy experience is highly desirable.
* Strong, hands-on experience administering and supporting the Microsoft 365 suite.
* Proficiency in managing Active Directory and Microsoft Entra ID.
* Solid experience with Windows Server administration and core network services (DNS, DHCP).
* Expert-level troubleshooting skills for Windows 10 and Windows 11.
* Fundamental understanding of networking principles (TCP/IP, routing, firewalls, VPNs).
* Ability to work independently, manage a varied ticket queue, and own technical problems from start to finish.
* Excellent written and verbal communication skills, with the ability to explain technical concepts to non-technical users.
* Experience using professional ticketing systems (e.g., SolarWinds, ConnectWise, Autotask, ServiceNow, Jira).
* You must hold or be willing and able to obtain security clearance to SC level. You do not need to already hold SC to apply.
There are many roads leading up to being a Technical Support Engineer. Not sure you meet 100% of our qualifications? Have an untraditional background? Our team is already a mix of self-taught and formally educated people. Don’t self-select out!
What we offer
* A skilled, inspiring, and supportive team environment that promotes long-term personal growth.
* Flexible, trust-based work environment with a healthy work-life balance.
* Private medical insurance, employee assistance programmes, group life assurance, income protection, and access to a market-leading benefits platform.
* Support for learning and development, including role-based certifications.
* A welcoming, diverse workplace that values different backgrounds.
* Family-friendly policies and flexible working options where possible.
#J-18808-Ljbffr