The Role
We are looking for a Technical Support Engineer to join the TechSupport 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 optimisation, workflow enhancements and automation. In addition to handling non-BAU initiatives and project work, the role also serves as a link between TechSupport and other engineering teams, managing escalations and supporting VIP incidents and requests.
Role Responsibilities
Provide 1st and 2nd-line troubleshooting and resolution for issues relating to Windows, macOS, VDI and mobile devices, including management through SCCM, Jamf, and Intune.
Diagnose and resolve software and hardware issues, providing technical guidance and expertise to users as required.
Contribute to non-BAU activities and project delivery, including VIP support and service improvement initiatives.
Act as escalation point and liaison between TechSupport and 3rd line engineering teams, coordinating with SMEs to drive complex issues to resolution.
Develop, document and implement processes, workflows and automations to improve operational efficiency, enhance technical capability, and reduce recurring incidents.
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.
Understanding of network fundamentals, including VPN and connectivity troubleshooting.
Proficient in deploying and supporting Windows and macOS devices, as well as Apple and Android devices within an MDM environment.
Proactive mindset for identifying and driving technical advancements and to continually learn and improve.
Experience with automation, scripting and engineering tools, including PowerShell, Python, AI (e.g. Claude and ChatGPT) and version control platforms such as Git, is beneficial.
Previous experience in financial services is advantageous.
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.
