At a Glance
- Tasks: Manage customer escalations and improve service performance while engaging with clients.
- Company: Join a forward-thinking MSP focused on customer success and innovation.
- Benefits: Up to £43,000 salary, private healthcare, enhanced pension, and 25 days holiday.
- Other info: Great career progression opportunities into consultancy, account management, or leadership roles.
- Why this job: Make a real impact by helping customers maximise their IT services and drive improvements.
- Qualifications: Experience in MSP, strong communication skills, and familiarity with Microsoft 365 and Azure.
The predicted salary is between 43000 - 43000 £ per year.
Central Bristol - full time in the office
Up to £43,000 + Benefits
SC Clearance Eligibility Required
Join an MSP that's rethinking customer success. Our client delivers Cloud, Cyber Security, Data and Digital Transformation services across public and private sector organisations. They're investing in customer success to move beyond the traditional MSP model of simply reacting to tickets. The focus is on helping customers get more value from their technology, reducing repetitive support activity and driving continuous service improvement.
The Role
You'll help manage escalations, improve service performance, identify trends and ensure customers receive maximum value from their IT services. You'll be involved in customer engagement, service reviews, onboarding activities and help discover how automation and AI can be used to improve service delivery and customer outcomes.
Key Responsibilities
- Manage customer escalations and service issues
- Conduct service reviews and customer engagement meetings
- Analyse ticket trends and service performance
- Identify opportunities for automation and service improvement
- Support onboarding and customer adoption activities
- Work closely with technical consultants and engineering teams
- Promote ITIL best practice and customer success outcomes
Technical Environment
You'll work across a broad technology landscape including:
- Microsoft 365
- Azure
- Intune
- Microsoft Security
- Oracle OCI
- Cisco & Networking Infrastructure
- Cloud & On-Prem Environments
- End User Computing
- Firewalls, Monitoring & Infrastructure Platforms
What We're Looking For
- MSP / Managed Services experience
- Service Desk, Infrastructure Support or Service Delivery background
- Strong customer-facing communication skills
- Experience handling incidents and escalations
- Microsoft 365 & Azure exposure
- ITIL Foundation Certification
- Experience with Halo, Autotask or similar ITSM tools
- Eligible for SC Clearance
Working Pattern & Benefits
- Shift pattern between 07:00-19:00 (8-hour day)
- Low-volume on-call rota after probation
- Private Healthcare
- Enhanced Pension Scheme
- EMI Share Scheme
- 25 Days Holiday + Birthday Off + Bank Holidays
Career Progression
This role is designed for people who want to move beyond reactive support and develop into Customer Success, Service Delivery, Technical Consultancy, Account Management or Leadership positions over time.
Senior Technical Support Engineer in Bristol employer: F5 consultants
Join a forward-thinking Managed Service Provider in Central Bristol, where we prioritise customer success and continuous improvement over traditional support models. With a strong focus on employee growth, we offer a collaborative work culture, comprehensive benefits including private healthcare and an enhanced pension scheme, and opportunities for career progression into various roles such as Customer Success or Technical Consultancy. Experience the unique advantage of working in a vibrant city while being part of a team that values innovation and proactive service delivery.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Technical Support Engineer in Bristol
✨Tip Number 1
Get to know the company inside out! Research their services, values, and recent projects. This will help you tailor your conversations and show that you're genuinely interested in how you can contribute to their customer success goals.
✨Tip Number 2
Practice your communication skills! Since this role is all about customer engagement, make sure you can clearly articulate your thoughts and ideas. Role-play with a friend or use online resources to sharpen your skills before the interview.
✨Tip Number 3
Prepare some insightful questions for your interviewers. Ask about their approach to service improvement or how they leverage automation and AI. This shows you're not just looking for a job, but are keen to be part of their innovative journey.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we’re always on the lookout for passionate individuals who want to make a real impact in customer success.
We think you need these skills to ace Senior Technical Support Engineer in Bristol
Some tips for your application 🫡
Tailor Your CV:Make sure your CV reflects the skills and experiences that match the Senior Technical Support Engineer role. Highlight your MSP experience and any relevant technical skills, especially with Microsoft 365 and Azure.
Craft a Compelling Cover Letter:Use your cover letter to tell us why you're passionate about customer success and how you can help improve service delivery. Share specific examples of how you've managed escalations or improved service performance in the past.
Showcase Your Communication Skills:Since this role involves a lot of customer engagement, make sure to demonstrate your strong communication skills in your application. Use clear and concise language, and don’t shy away from showing your personality!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team!
How to prepare for a job interview at F5 consultants
✨Know Your Tech Inside Out
Make sure you brush up on your knowledge of Microsoft 365, Azure, and ITIL best practices. Be ready to discuss how you've used these technologies in past roles, especially in managing escalations and improving service performance.
✨Showcase Your Customer Engagement Skills
Prepare examples of how you've successfully engaged with customers in previous positions. Highlight any service reviews or onboarding activities you've led, as this will demonstrate your ability to drive customer success and satisfaction.
✨Be Ready for Scenario Questions
Expect to face scenario-based questions that assess your problem-solving skills. Think about how you would handle specific customer escalations or identify trends from ticket data, and be prepared to explain your thought process.
✨Demonstrate a Continuous Improvement Mindset
Talk about any experiences where you've identified opportunities for automation or service improvement. This shows that you're not just reactive but proactive in enhancing service delivery and customer outcomes.
