Senior Technical Support Engineer

On the Role

• We are looking for a Senior Technical Support Engineer to join the Men Group Technical Support team in London to lead operations, resolve technical support issues, and work closely with all areas of the business across all product lines.
• You will be responsible for identifying root causes and applying problem-solving skills—including performance tuning and guidance on best practices—supporting issue resolution through problem management processes and ensuring compliance with specified quality standards, delivering successful implementations and project outcomes, while also ensuring that our business technology operations team is mature and well-managed in terms of operational excellence and cost optimization.

Role Responsibilities

• Provide advanced troubleshooting and resolution for issues related to Windows, macOS, iOS, and mobile devices, including root cause analysis, planning queries and performance, logging and updating incident tickets, and effective escalation.
• Serve as a key point of contact for escalation, liaising between Men Group Business and the Tier 1 Support teams, and coordinating with subject matter experts to resolve complex technical issues.
• Provide advanced troubleshooting and resolution of network connectivity issues.
• Serve as the primary point of contact and communication channel between Men Group and its business stakeholders, ensuring effective engagement and issue management.
• Diagnose and resolve complex hardware and software issues, providing technical guidance, expertise, and support to colleagues as needed.
• Streamline development and implementation processes, workflows, and automations to optimize operations, enhance technical capabilities, and reduce downtime where possible.
• Create clear and concise technical documentation, project plans, training materials, and knowledge logs. As projects succeed and are delivered on time, you will be rewarded—but only if they were well-planned.
• Provide technical assistance, coaching, and mentorship to engineers on the team, and support knowledge sharing across the group.
• Participate in on-call project deliverables, problem-solving activities, and/or hands-on experience in incident resolution.

Key Competencies

• At least 7 years of experience in a senior-level technical support environment, with a strong focus on desktop support.
• An analytical mindset with expertise in root cause analysis.
• Experience in a similar role, preferably in a financial setting, is preferred. Prior exposure to financial sector operations and concepts is preferred.
• A strong understanding of the entire technical stack lifecycle, including networking infrastructure, tools, and products for addressing infrastructure-related issues. Experience in advanced IT troubleshooting, effective diagnostics, and the installation of complex infrastructure and application configurations.
• Proficient in troubleshooting and resolving issues with Windows and macOS operating systems, and also capable of handling mobile configuration issues on iOS and Android devices.
• Expert in configuring complex systems across various technologies and products, establishing and maintaining network connectivity, and troubleshooting issues at the network level.

Incident Management & Recovery

• In addition to their core responsibilities within the Men Group, Tech Support Specialists play a crucial role in maintaining system uptime, reducing downtime, and managing operational risk for all our products. You will manage a large volume of incidents (from initial contact to resolution), and you are expected to handle the majority of incidents without escalation.
• You are also expected to maintain a high level of performance and operational efficiency, demonstrate excellent prioritization and problem-solving skills, manage multiple competing work streams, work under pressure, and meet tight deadlines.
• Your primary responsibility is to ensure the safe, efficient, reliable, secure, and customer-focused delivery of IT services for Men Group's products, including but not limited to software, platforms, applications, mobile devices, laptops, tablets, IT infrastructure, and IT security solutions.

Benefits & Perks

• Men Group offers competitive compensation packages on a tax-efficient basis.
• Our competitive benefits package includes generous vacation time, premium NHS top-ups, flexible work arrangements, generous parental leave, and childcare vouchers for new parents. Depending on your location, we also cover additional expenses such as private health insurance, discounted gym memberships, and parking.