At a Glance
- Tasks: Provide top-notch technical support and solve complex issues for clients.
- Company: Join Telana, a leader in AI and cloud engineering innovation.
- Benefits: Enjoy flexible work, private medical insurance, and career development opportunities.
- Other info: Diverse and inclusive workplace with excellent growth potential.
- Why this job: Be part of a dynamic team making a real impact in tech.
- Qualifications: Experience in IT support and strong skills in Microsoft technologies required.
The predicted salary is between 31500 - 38500 £ per year.
Apply for Technical Support Engineer at Telana in Preston, ENG, GB. This full-time on-site position offers great opportunities for career growth.
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, we work with some of the world’s biggest brands and government organisations to help them solve their toughest business and operational challenges.
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).
- Perform administration and provide support for:
- Microsoft 365: Including Exchange Online, SharePoint Online, OneDrive for Business, 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 troubleshooting.
- Windows Server: Administration of Windows Server 2016/2019/2022, including Active Directory, file permissions, and print services.
- 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 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.
- 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.
- Expert-level troubleshooting skills for Windows 10 and Windows 11 operating systems.
- A fundamental understanding of networking principles.
- Excellent written and verbal communication skills.
- Experience using professional ticketing systems.
- You must hold or be willing and able to obtain security clearance to SC level.
What we offer you:
- 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.
- Access to private medical insurance, employee assistance programmes, group life assurance, income protection and access to a market-leading benefits platform.
- Support in your growth journey and cover the costs of your role-based certifications.
- A welcoming place to work with family-friendly policies and flexible working options.
Technical Support Engineer at Telana 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.
