Technical Support Engineer

We are looking for an experienced Technical Support Engineer who will be based at one of our customer’s sites in the Bristol are, with travel to multiple client locations in the Southwest, London, Oxford, and Manchester, where necessary to provide technical support across desktop, mobile, networking and other IT infrastructure systems. This is a hybrid role where 1^st Line Service Desk Support is to be provided when required, and troubleshooting across the Microsoft Office Suite and client applications is expected. You will be customer obsessed and able to demonstrate this through all your work ensuring we deliver an excellent service and meet agreed SLAs.

Field Support Responsibilities (Primary Focus)

• Attend client sites as required to deliver hands-on technical support and resolve physical issues.
• Assist with testing and validation following site maintenance or infrastructure changes.
• Perform physical troubleshooting of hardware and connectivity issues.
• Cover for on-site engineers when needed to maintain continuity of support.
• Support hardware rollouts, including setup, installation, and configuration of devices.
• Deliver general field services support, ensuring timely resolution of on-site technical problems.
• Maintain accurate documentation of all on-site activities and updates in the ITSM tool
• Assist with any other on-site related tasks, such as hardware installations, site moves or restructures.

Service Desk Responsibilities (when not working on any of the above)

• Provide 1st line technical support to all users across the firm via phone, email, Microsoft Teams, and the self-service portal.
• Act as a technical escalation point for the Service Desk when appropriate.
• Log incidents, service requests, changes, and problem tickets in the ITSM tool, categorising accurately and escalating where necessary.
• Troubleshoot and resolve tickets while liaising with users until resolution is achieved or escalation is required, retaining ownership throughout the lifecycle of the ticket.
• Manage the response and resolution of all incidents and requests in line with agreed Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
• Aim to resolve basic technical and administrative issues at first point of contact, including password resets, basic troubleshooting, and Microsoft 365 issues, as well as high-level support for Legal Applications.
• Maintain ownership of assigned tickets and manage your own incident queue within the ITSM tool.
• Collaborate with the wider team via Microsoft Teams and in person to provide status updates on incidents, share knowledge, and communicate breaks/lunches/workload.
• Proactively support laptop swaps and other BAU device replacement activities where appropriate.
• Ensure adherence to IT policies and procedures, maintaining data security and user confidentiality at all times.
• Contribute to a positive team culture, working collaboratively and constructively with colleagues across IT and the wider business.
• Engage with ITIL-aligned processes, including Incident, Major Incident, Problem, Change, and Knowledge Management.
• Remain customer-focused throughout all interactions to ensure the highest levels of satisfaction.

• As a Technical Support Engineer, you will have the ability to troubleshoot issues across networking, desktop, mobile, application 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 skill
• A proactive approach to self-development

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

• Group-wide performance bonus, when we win, you win
• 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 Heaven donate 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