At a Glance
- Tasks: Join our Tech Support team to ensure smooth operation of critical systems and drive continuous improvement.
- Company: Man Group, a leading global investment management firm with a focus on innovation.
- Benefits: Enjoy competitive pay, flexible working, and unique volunteering opportunities.
- Other info: Inclusive culture with excellent career growth and development opportunities.
- Why this job: Make a real impact in tech support while mentoring others and enhancing your skills.
- Qualifications: Experience in technical support, strong analytical skills, and a passion for problem-solving.
The predicted salary is between 63000 - 77000 £ per year.
About Man Group
Man Group is a global alternative investment management firm focused on pursuing outperformance for sophisticated clients via our Systematic, Discretionary and Solutions offerings.
Powered by talent and advanced technology, our single and multi-manager investment strategies are underpinned by deep research and span public and private markets, across all major asset classes, with a significant focus on alternatives.
Man Group takes a partnership approach to working with clients, establishing deep connections and creating tailored solutions to meet their investment goals and those of the millions of retirees and savers they represent.
Headquartered in London, we manage $253.6 billion* and operate across multiple offices globally.
Man Group plc is listed on the London Stock Exchange under the ticker EMG.
LN and is a constituent of the FTSE 250 Index.
Further information can be found at www. man. com
At Man Group, we respect your privacy and we are committed to protecting and safeguarding your Personal Data.
We have developed policies and processes which are designed to provide for the security and integrity of your Personal Data.
We are committed to Processing your Personal Data fairly and lawfully, and being open and transparent about such Processing.
For further information on how we process your data, please see the privacy notice for applicants here.
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, mac OS, 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 mac OS 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
Talent Acquisition@man. com .
Senior Technical Support Engineer in London employer: Man Group
At Man Group, we pride ourselves on being an exceptional employer, offering a dynamic work culture that values inclusion and professional growth. As a Senior Technical Support Engineer in London, you'll benefit from a comprehensive package that includes competitive holidays, flexible working arrangements, and opportunities for community engagement through our 'Mankind' days. Join us to be part of a forward-thinking team where your contributions are valued, and you can thrive in a supportive environment focused on continuous improvement and innovation.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Technical Support Engineer in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Man Group. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Man Group before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Senior Technical Support Engineer in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Man Group:Your cover letter is your chance to shine! Tell us why you want to work at Man Group specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Man Group!
How to prepare for a job interview at Man Group
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
