At a Glance
- Tasks: Provide top-notch technical support and solve complex issues for clients.
- Company: Join Telana, a leader in AI and cloud solutions with a vibrant culture.
- Benefits: Enjoy flexible working, private medical insurance, and professional development opportunities.
- Other info: Diverse team welcomes all backgrounds; flexibility and work-life balance are priorities.
- Why this job: Make a real impact while growing your skills in a supportive environment.
- Qualifications: 2+ years in IT support, strong Microsoft 365 knowledge, and excellent problem-solving skills.
The predicted salary is between 40000 - 45000 £ per year.
Who are we?
Telana are experts in applied innovation, focused on delivering business outcomes through AI, data, software development, and cloud engineering expertise.
We leverage our problem solving skills and end-to-end capabilities to help our clients create better solutions for their customers and employees.
As a top-tier partner of Google Cloud and Microsoft, the market leaders for AI, Data, and Cloud, we work with some of the world’s biggest brands and government organisations to help them solve their toughest business and operational challenges; whether that’s attracting new customers, driving operational efficiency, or improving reducing risk.
We have received impressive external recognition for its innovative offerings, best-in-class capabilities, and tangible impact for customers across various industries: Telana is recognized as a Leader for Data, Analytics, and Machine Learning in the ISG Provider™ Lens for Google Cloud Partner Ecosystem in 2024, and a Rising Star in 2022 and 2023.
We are an accredited Azure Expert MSP provider, and have also been awarded Google Cloud’s 2024 EMEA Public Sector Partner of the Year award.
What will your role be?
We are seeking a Technical Support Engineer to join our Managed Services Team.
In this role, you will be responsible for providing comprehensive support to our clients, handling the full spectrum of technical issues from initial contact (Tier 1) through to more complex resolutions (Tier 2).
You may be required to travel to customer sites which are predominantly located in Central London to provide onsite support engineer services for holiday or capacity cover.
We operate a 24/7 365 service desk and therefore a willingness to work in a shift rota or cover specific shifts when required would be advantageous.
The ideal candidate is a self-starting problem-solver with expertise in the Microsoft ecosystem and a great customer service approach.
You will be the primary point of contact for our clients, taking full ownership of support tickets from creation to completion.
You must be comfortable managing a varied workload, resolving straightforward requests efficiently while also having the technical depth to investigate and solve challenging problems independently.
What will you be doing?
- Serve as a primary point of contact for clients, providing effective support via Teams/Google Meet, email, and our ticketing system.
- Manage the entire lifecycle of support tickets, from initial logging and diagnosis (Tier 1) to more advanced troubleshooting and resolution (Tier 2). This includes managing SLAs.
• Perform administration and provide support for
- Microsoft 365: Including Exchange Online (mail flow, permissions, security), Share Point Online, One Drive for Business (sync issues, permissions), and Microsoft Teams.
- Microsoft Power Platform: Including Power BI, Power Apps, and Power Automate.
- Microsoft Intune: Device enrollment and management, compliance policy checks, application deployment and packaging troubleshooting.
- Microsoft Entra ID (Azure AD): User and group administration, conditional access policies, and multi-factor authentication (MFA) troubleshooting.
- Windows
Server: Administration of Windows Server 2016/2019/2022, including Active Directory (Group Policy, DNS, DHCP), file permissions, and print services and Hybrid Models.
This includes an understanding of hybrid identity configurations, including Azure AD Connect and SSO. .
- Exchange On-Premises: Mailbox and database management, transport rule configuration, and hybrid environment troubleshooting.
Windows Desktop OS: In-depth troubleshooting of Windows 10 and Windows 11.
- Maintain clear and concise documentation for all work performed within our ticketing system.
- Identify recurring issues and contribute to our internal knowledge base to improve team efficiency.
- Work collaboratively and collegiately with the broader Telana team including engineers and service delivery.
- Liaise with third-party vendors and software providers to resolve client-specific technical issues.
This may be you
- Proven experience (2+ years) in an IT support role in a Managed Services Provider, demonstrating strong capabilities in handling both Tier 1 and 2 issues.
Experience within a Managed Service Provider (MSP) or IT consultancy is highly desirable.
- Strong, hands-on experience in administering and supporting the Microsoft 365 suite.
- Proficiency in managing Active Directory and Microsoft Entra ID.
- Solid experience with Windows Server administration and core network services (DNS, DHCP).
- Expert-level troubleshooting skills for Windows 10 and Windows 11 operating systems.
- A fundamental understanding of networking principles (TCP/IP, routing, firewalls, VPNs).
- Demonstrable ability to work independently, manage a varied ticket queue, and take ownership of technical problems from start to finish.
- Excellent written and verbal communication skills, with an ability to explain technical concepts to non-technical users.
- Experience using professional ticketing systems (e. g., Solar Winds, Connect Wise, Autotask, Service Now, Jira).
- You must hold or be willing and able to obtain security clearance to SC level. You do not need to already hold SC to apply.
There are many roads leading up to being a Technical Support Engineer.
Not sure you meet 100% of our qualifications? Have an untraditional background?
Our team is already a mix of self-taught and formally educated people. Don’t self-select out!
What we offer you
- You will be a part of a skilled, inspiring, and supportive team, and work in an environment that encourages long term personal growth.
- Flexible, and trust-based work environment with a healthy work life balance.
- Our people come first.
That’s why you’ll have access to private medical insurance, employee assistance programmes, group life assurance, income protection and access to a market leading benefits platform.
- Learning & development. We will support you in your growth journey and cover the costs of your role-based certifications.
- We have first hand experience that diversity encourages creativity and innovation and makes us better placed to understand a wider range of customers' needs.
This means that whatever your background, you won’t find a more welcoming place to work.
- We have family friendly policies and encourage a work-life balance, including flexible working options in roles which permit it.
Technical Support Engineer in Preston employer: Telana
Telana is an excellent employer for those seeking a meaningful role in IT service management. With a strong emphasis on personal growth and continuous improvement, employees benefit from comprehensive training opportunities, private medical insurance, and a supportive work-life balance in a dynamic environment. Join us to be part of a collaborative team dedicated to delivering high-quality services while advancing your career.
StudySmarter Expert Advice🤫
We think this is how you could land Technical Support Engineer in Preston
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Telana. 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 Telana 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 Technical Support Engineer in Preston
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 Telana:Your cover letter is your chance to shine! Tell us why you want to work at Telana 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 Telana!
How to prepare for a job interview at Telana
✨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.
