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.
Inclusion, Work-Life Balance and Benefits at Man Group You'll thrive in our working environment that champions equality of opportunity. Your unique perspective will contribute to our success, joining a workplace where inclusion is fundamental and deeply embedded in our culture and values. Through our external and internal initiatives, partnerships and programmes, you'll find opportunities to grow, develop your talents, and help foster an inclusive environment for all across our firm and industry. Learn more at www.man.com/diversity.
You'll have opportunities to make a difference through our charitable and global initiatives, while advancing your career through professional development, and with flexible working arrangements available too. Like all our people, you'll receive two annual 'Mankind' days of paid leave for community volunteering.
Our comprehensive benefits package includes competitive holiday entitlements, pension/401k, life and long-term disability coverage, group sick pay, enhanced parental leave and long-service leave. Depending on your location, you may also enjoy additional benefits such as private medical coverage, discounted gym membership options and pet insurance.
Equal Employment Opportunity Policy
Man Group provides equal employment opportunities to all applicants and all employees without regard to race, color, creed, national origin, ancestry, religion, disability, sex, gender identity and expression, marital status, sexual orientation, military or veteran status, age or any other legally protected category or status in accordance with applicable federal, state and local laws.
Man Group is a Disability Confident Committed employer; if you require help or information on reasonable adjustments as you apply for roles with us, please contact TalentAcquisition@man.com.
