Support Engineer

Join OneAdvanced. We’re looking for a knowledgeable and customer-focused Support Engineer to join our team at OneAdvanced, bringing hands-on experience from the Further Education sector. This is a great opportunity for someone who understands the day-to-day realities of FE environments and can confidently support and guide users of our ProSuite solutions.

In this role, you’ll play a key part in helping customers get the most out of their MIS (ProSolution), providing expert support across its core components. You’ll be comfortable working with essential areas such as the Individualised Learner Record (ILR), registers, timetabling, reporting, and task management, ensuring smooth delivery and effective use of the system. This is a hybrid role based out of our Birmingham HQ, with the expectation that the successful candidate will attend the office 1–2 times per month as required.

What You Will Do

• Diagnose, troubleshoot, and resolve technical issues quickly to minimise disruption for users.
• Deliver high-quality support across ProSuite (ProSolution), including ILR, registers, timetables, reporting, and tasks.
• Create and maintain clear technical and user documentation, ensuring systems and data are securely backed up.
• Support and promote effective use of knowledge management systems across the team and customer base.
• Ensure all work aligns with internal policies, procedures, and relevant regulatory requirements.
• Investigate recurring issues and contribute to root cause analysis to prevent future problems.
• Manage and prioritise a varied caseload of support queries, including complex and escalated issues.
• Provide excellent customer service, resolving queries efficiently while building strong user relationships.
• Collaborate with internal teams and support client relationship management activities where needed.
• Continuously develop your technical knowledge and stay up to date with industry best practices.

What You Will Have

• A strong sense of accountability, taking ownership of your work and consistently delivering on commitments.
• The ability to plan, prioritise, and organise tasks effectively to meet deadlines and business goals.
• A collaborative mindset, working well with colleagues and sharing knowledge to achieve shared objectives.
• Clear and professional communication skills, with the ability to adapt your approach to different audiences.
• Strong technical awareness, with an interest in learning and applying new technologies and best practices.
• Good judgement and decision-making skills, knowing when to act independently and when to elevate.
• The ability to analyse and solve complex problems, identifying root causes and practical solutions.
• A continuous improvement mindset, always looking for ways to enhance processes and efficiency.

What We Do For You

• Wellbeing that means something: 26 days’ holiday + bank holidays (and the option to buy more) plus 1 paid volunteering day every year.
• Exceptional family leave: 26 weeks fully paid maternity/adoption, 4 weeks fully paid paternity, 22 weeks fully paid shared parental leave, plus 5 days paid bereavement leave.
• Robust sick pay of up to 13 weeks full pay + 13 weeks half pay.
• 24/7 Employee Assistance Programme for confidential support.
• Private medical insurance for everyone, no medical-history exclusions.
• Financial benefits that have your back.
• Performance-based rewards tailored to your role, from company-wide bonuses to OTE and commission structures.
• Income protection: up to 75% salary for 5 years if you ever need it.
• Grow your career with us: SkillsHub learning platform with leadership pathways, future-manager training, and a huge online library.
• Access to external training and apprenticeships.
• Making a Difference: MatchIt! Fundraise for a cause close to your heart and OneAdvanced will match part of the funding.
• Pennies from Heaven donate the pennies from your pay check to help make a difference without lifting a finger.
• Plus plenty other flexible benefits to suit your lifestyle on our RewardHub, including ULEV car scheme with 1,000+ models, Dental insurance, Health Cash Plan, Critical Illness Cover, Partner Life Cover.