Support Services Engineer

The opportunity

If you enjoy solving technical problems, building trusted relationships and seeing the impact of your work first-hand, this could be a great next step. As this is a fully onsite role, you will need to live within a reasonable daily commuting distance of Wool. As our 2nd Line Onsite Support Engineer, you will be a visible and valued point of contact at our esteemed and exciting client’s site. You will take ownership of incidents and service requests, support project and change activity, and work with colleagues across Advania to deliver a responsive, high-quality service. You will have the autonomy to investigate issues through to resolution, share your knowledge and continue developing your technical skills with the support of your manager and wider team.

Salary & Benefits

The budgeted salary for this role is £37,000. Click here for the list of benefits.

What you’ll be doing

· Be a trusted onsite contact, responding to colleagues’ queries with professionalism, empathy and a customer-first approach.

· Take ownership of incidents, requests and escalations, managing them through to resolution or a clear handover within agreed service levels.

· Use targeted questions and structured troubleshooting to diagnose and resolve a wide range of hardware, software, network and access issues.

· Balance and prioritise several open tickets, keeping users informed with clear and timely updates.

· Support project work, service improvements and controlled change activity when required.

· Collaborate with technical and operational teams to restore service quickly and maintain consistent standards.

· Capture accurate ticket information, flag client-facing risks and share useful customer feedback.

· Create and improve knowledge articles so that successful solutions can be reused across the team.

· Build positive working relationships with the client, colleagues and escalation teams.

· Take an active role in your own development, supported by regular conversations and a personal development plan.

· Work flexibly within agreed shift and desk-rotation arrangements.

What you’ll bring

You will have hands-on experience in a 2nd line, deskside or onsite support environment, together with strong troubleshooting skills and a genuine commitment to customer service. You communicate clearly, stay organised when priorities shift, and take ownership rather than simply passing issues on. Knowledge across several of the following would be valuable:

· Microsoft 365, Exchange and Windows environments

· Microsoft Entra ID (Azure AD) and cloud technologies

· Microsoft productivity applications and endpoint support

· Networking fundamentals and VoIP

· VMware and SCCM

· Remote support and monitoring tools such as BeyondTrust (Bomgar) and Datto

It would be a bonus if you know

· Cisco Meraki, Cisco switching or firewalls

· Mobile device support

· WAN technologies, including MPLS, VPLS and internet connectivity

You do not need to tick every box. If your experience is close and you are curious, customer-focused and ready to grow, we would still like to hear from you.

About Us: We are the tech company with people at heart.

At Advania, we believe in empowering people to create sustainable value through the clever use of technology. As one of Microsoft's leading partners in the UK, specialising in Azure, Security, Dynamics 365, and Microsoft 365, we have a proven track record of success in delivering transformational IT services.

Our Selection Process:

We are committed to ensuring an equitable experience for all candidates, regardless of race, religion or belief, ethnic or national origin, disability, age, citizenship, marital, domestic or civil partnership status, sexual orientation, gender identity, or any other basis as protected by applicable law.

Please do let us know if you’ll need any reasonable adjustments as part of the selection process by highlighting these on your application form.

As part of our commitment to our clients we will need to carry out background checks, including a criminal record check, for all offers of employment. If you have any unspent criminal convictions or questions about the screening process, please notify your recruiter once the application has been submitted.

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