Senior Technical Support Engineer

The Role

We are looking for a Senior Technical Support Engineer to join the Tech Support team in London to ensure the stability, performance and smooth operation of business-critical systems across both front and back-office functions.

The role involves conducting root cause analysis, proactively resolving recurring issues and driving continuous improvement through process optimization, workflow enhancements and automation. In addition to leading non-BAU initiatives and project work, the role also acts as a key escalation point between Tech Support and senior stakeholders, while also mentoring and supporting the development of engineers across the team.

Role Responsibilities

Provide advanced troubleshooting and resolution for issues relating to Windows, macOS, VDI and mobile devices, including management through SCCM, Jamf, and Intune.

Act as a key escalation point and liaison between Tech Support and 3rd line engineering teams, coordinating with SMEs to drive complex issues to resolution.

Provide advanced troubleshooting and resolution of network and connectivity issues.

Serve as a primary escalation and communication channel between Tech Support and key business stakeholders, ensuring effective engagement and issue management.

Diagnose and resolve complex software and hardware escalations, providing technical guidance, expertise and support to colleagues as required.

Develop, document and implement processes, workflows and automations to improve operational efficiency, enhance technical capability, and reduce recurring incidents.

Contribute to non-BAU activities and project delivery, including technical escalations, VIP support, and service improvement initiatives.

Provide technical leadership, coaching, and mentorship to engineers within the team, promoting knowledge sharing and best practices.

Participate in the on-call support, providing coverage during weekends and bank holidays as required.

Key Competencies

Proven experience in a fast-paced technical support environment, with a strong focus on user experience.

Analytical mindset with expertise in root cause analysis.

Experience in a similar role, with a strong technical skillset. Previous experience in financial services is advantageous.

Strong understanding of network fundamentals, including VPN and connectivity troubleshooting, effective diagnosis and resolution of complex infrastructure and application issues.

Proficient in deploying and supporting Windows and macOS devices, as well as Apple and Android devices within an MDM environment.

Skilled at diagnosing complex issues across core technologies and providing advice and mentorship within the team.