We are looking for an experienced Technical Support Engineer who will be responsible for covering multiple customer’s sites, predominantly in the Northampton area with expected travel across the UK, 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 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 / updating training materials, runbooks and knowledge base articles
- Ensuring 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.
Please note, applicants must have the legal right to work in the UK at the time of application.
- 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 co-ordination of issue resolution to agreed service levels and targets
- The ability to self-organise and prioritise workload
- Excellent communication and inter-personal skills
- A proactive approach to self-development
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.
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
Skills Required
- Legal right to work in the UK at the time of application
- Ability to troubleshoot desktop, mobile, networking, and other IT infrastructure systems
- Understanding and knowledge of ITSM practices and procedures
- Knowledge of enterprise-level IT systems and services
- Experience coordinating issue resolution to agreed service levels and targets
- Ability to self-organize and prioritize workload
- Excellent communication and interpersonal skills
- Proactive approach to self-development
What We Do
Founded in 2008 Advanced has grown into of the UK’s largest providers of business software and services serving 20,000 global customers with an annual turnover of £330M+. We manage 1.5 million 111 calls per month, support over 2 million FE learners across the UK, handle over 10 million wills, and so much more. Powering the world of work. We power the world of work through our sector-focused software, that effortlessly gets the job done, giving you the freedom to focus on thriving for your customers and your people. Our brand has evolved through the years to meet the changing needs of our customers. Our story has not yet finished, in fact it’s just starting… Our customers include the NHS, Department for Work and Pensions (DWP), Café Nero, Harvey Nichols, Irwin Mitchell, Manchester University, SpaceNK, London City Airport, Virgin Money, and many more. Follow us: X / Twitter: @advanced Instagram: one_advanced www.oneadvanced.com
