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For Companies At a Glance
- Tasks: Provide senior technical support and troubleshoot complex issues across various systems.
- Company: Join Man Group, a leader in financial services committed to diversity and employee wellbeing.
- Benefits: Enjoy competitive holidays, pension plans, private medical coverage, and wellness programmes.
- Why this job: Be part of a dynamic team driving technical advancements and improving user experience.
- Qualifications: Experience in technical support, strong analytical skills, and proficiency in Windows and macOS.
- Other info: On-call support required during weekends and bank holidays.
The predicted salary is between 43200 - 72000 £ per year.
This role is responsible for providing senior technical support to ensure the stability and smooth operation of systems across the business, encompassing both front and back offices. Acting primarily as a key escalation point within the TechSupport team, alongside user support. The role involves proactively identifying and addressing recurring issues by improving processes, creating workflows, and implementing automations. In addition to handling non-BAU tasks and projects, the role serves as a vital link between TechSupport and other engineering teams, managing escalations and supporting VIP incidents and requests.
Responsibilities
- Primarily 2nd-line troubleshooting and resolution for issues related to Windows, macOS, VDI, and mobile devices, including software deployments via SCCM, JAMF, and Intune.
- Act as a key escalation point and bridge between TechSupport and other 3rd line engineering teams, taking end-user problems and working with subject matter experts to get to a technical conclusion.
- Diagnose and resolve complex software and hardware issues escalated by team engineers, offering guidance and support as needed.
- Develop, document, and implement new processes, workflows, and automations to enhance team efficiency, technical capability, and reduce recurring issues.
- Contribute to non-BAU tasks and projects, including escalations and VIP support.
- Provide on-call support during weekends and bank holidays as required.
Key Skills & Experience
- Proven experience in a fast-paced technical support environment, with a strong focus on user experience.
- Analytical mindset with expertise in root cause analysis.
- Motivated and experienced in a similar role, with a strong technical skillset.
- Previous experience in financial services is highly desirable.
- 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.
- Experience with automation tools (e.g., Power Automate) and scripting languages (e.g., PowerShell, Python) is highly advantageous.
- Proactive mindset for identifying and driving technical advancements and to continually learn and improve.
Our Culture, Values and Benefits
Man Group is proud to provide the best working environment possible for all of its employees, and we are committed to equal opportunities. At Man Group we believe that a diverse workforce is a critical factor in the success of our business and this is embedded in our culture and values. We offer comprehensive, firm-wide employee benefits including competitive holiday entitlements, pension/401k, life and long-term disability coverage, group sick pay, enhanced parental leave and long-service leave. Additional benefits are tailored to local markets and may include private medical coverage, discounted gym membership and wellbeing programmes.
Senior Technical Support Engineer New London employer: Man Group
Contact Detail:
Man Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Technical Support Engineer New London
✨Tip Number 1
Familiarise yourself with the specific technologies mentioned in the job description, such as Windows, macOS, VDI, and mobile devices. Having hands-on experience or relevant certifications can really set you apart from other candidates.
✨Tip Number 2
Showcase your problem-solving skills by preparing examples of complex issues you've diagnosed and resolved in previous roles. Be ready to discuss your analytical mindset and how it has helped improve processes in your past experiences.
✨Tip Number 3
Highlight any experience you have with automation tools and scripting languages like PowerShell or Python. Being able to demonstrate your ability to create workflows and automations will be a big plus for this role.
✨Tip Number 4
Network with current or former employees of Man Group, especially those in technical support or engineering roles. They can provide valuable insights into the company culture and expectations, which can help you tailor your approach during the interview process.
We think you need these skills to ace Senior Technical Support Engineer New London
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in technical support, especially with Windows, macOS, and mobile devices. Emphasise any previous roles where you acted as a key escalation point or worked closely with engineering teams.
Craft a Strong Cover Letter: In your cover letter, express your passion for user experience and your proactive approach to problem-solving. Mention specific examples of how you've improved processes or implemented automations in past roles.
Highlight Technical Skills: Clearly list your technical skills, particularly those mentioned in the job description such as experience with SCCM, JAMF, Intune, and automation tools like Power Automate. This will help demonstrate your fit for the role.
Showcase Analytical Mindset: Provide examples of how you've used root cause analysis in your previous positions. This could include specific incidents where you diagnosed complex issues and the impact of your solutions on team efficiency.
How to prepare for a job interview at Man Group
✨Showcase Your Technical Expertise
Be prepared to discuss your experience with Windows, macOS, and mobile devices in detail. Highlight specific examples of complex issues you've resolved and the tools you used, such as SCCM or JAMF.
✨Demonstrate Problem-Solving Skills
Expect to be asked about your approach to troubleshooting. Use the STAR method (Situation, Task, Action, Result) to explain how you've identified root causes and implemented solutions in past roles.
✨Emphasise Your Proactive Mindset
Share instances where you've taken the initiative to improve processes or workflows. Discuss any automation tools or scripting languages you've used to enhance efficiency within a team.
✨Prepare for Cultural Fit Questions
Research the company's culture and values. Be ready to discuss how your personal values align with theirs, especially regarding diversity and teamwork, as these are important to the organisation.
