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 drive operations, resolve technical support issues and work closely with all areas of the business across all product lines.
• You will be conducting root cause, problem-solving skills including performance tuning and best practices guidance, supporting issues through problem management processes and ensuring compliance with specified quality standards, delivering successful implementation and project outcomes, while also ensuring that our business technology operating team is mature and well-managed in terms of operational excellence and cost optimisation.

Role Responsibilities

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

Key Competencies

• Minimum 7 years experience in a senior-level technical support environment, with a strong focus on desktop support.
• Analytical mindset with expertise in root cause analysis.
• Experience in a similar role, within a financial environment preferred. Prior exposure to financial sector operations and concepts preferred.
• Strong understanding of the full technical stack lifecycle, including networking infrastructure, tools and products for infrastructure-related issues. Experience in advanced IT troubleshooting, effective diagnostics and installation of complex infrastructure and application setups.
• Proficient in developing and supporting Windows and macOS OS issues, and also able to handle mobile configuration issues on iOS and Android devices.
• Expert in configuring complex systems across various technologies and products, creating and maintaining network connectivity, troubleshooting issues at a network level.

Incident Management & Recovery

• In addition to core Men Group responsibilities, Tech Support Specialists play a crucial role in maintaining systems uptime, reducing downtime and managing operational risk for all our products. You will manage a large volume of incidents (from first touch to resolution), and you are expected to handle the majority of incidents without escalation.
• You are also required to maintain high performance and operational efficiency, demonstrate excellent prioritisation and problem-solving skills, handle multiple competing work streams, work under pressure and meet tight deadlines.
• Your primary responsibility is to ensure the safe, efficient, reliable, secure and customer-orientated delivery of IT services for Men Group's products, including but not limited to Software, Platforms, Applications, Mobiles, Laptops, Tablets, IT Infrastructures and IT Security Solutions.

Benefits & Perks

• Men Group offers competitive remuneration packages on a tax-efficient basis.
• Our competitive benefits package includes competitive holiday entitlements, premium NHS Top-ups, flexible working arrangements, generous parental leave and childcare vouchers for new parents. Depending on your location, we also cover additional expenses such as private medical insurance, discounted gym memberships and car parking.