At a Glance
- Tasks: Provide top-notch technical support for Microsoft products and manage client issues from start to finish.
- Company: Join Telana, a leading innovator in AI, data, and cloud engineering, recognised for excellence.
- Benefits: Enjoy flexible working, private medical insurance, and support for your professional development.
- Other info: Open to diverse backgrounds; don't hesitate to apply even if you don't meet every qualification!
- Why this job: Be part of a dynamic team that values creativity, diversity, and personal growth.
- Qualifications: 2+ years in IT support, strong Microsoft 365 skills, and excellent problem-solving abilities required.
The predicted salary is between 24000 - 36000 £ per year.
Telana Accrington, England, United Kingdom
Join or sign in to find your next job
Join to apply for the Technical Support Engineer (Microsoft) role at Telana
Telana Accrington, England, United Kingdom
Join to apply for the Technical Support Engineer (Microsoft) role at Telana
Get AI-powered advice on this job and more exclusive features.
Direct message the job poster from Telana
Chief People & Operations Officer @ Telana
Who are we?
Telana are experts in applied innovation, focused on delivering business outcomes through AI, data, software development, and cloud engineering expertise. Formed by the combination of Ancoris and Sundown Solutions, together we leverage our problem solving skills and end-to-end capabilities to help you create better digital experiences for your customers and employees.
As a top-tier partner of Google Cloud and Microsoft, the market leaders for AI, Data, and Cloud, we partner with some of the world’s biggest brands and government organisations to attract new customers, drive efficiency, improve experiences, and identify future opportunities for growth.
We have received impressive external recognition for our innovative offerings, best-in-class capabilities, and tangible impact for customers across various industries. We were recognised 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 also accredited as an Azure Expert MSP provider, and 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 on an initial 6 month fixed term contract. 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 you will be expected to work a shift rota or cover specific shifts when required.
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), SharePoint Online, OneDrive 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., SolarWinds, ConnectWise, Autotask, ServiceNow, Jira).
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.
Seniority level
Seniority level
Associate
Employment type
Employment type
Full-time
Job function
Job function
Information TechnologyIndustries
IT Services and IT Consulting
Referrals increase your chances of interviewing at Telana by 2x
Sign in to set job alerts for “Technical Support Engineer” roles.
Technical Support Engineer (Customer) - USA
United Kingdom $75,000.00-$150,000.00 2 weeks ago
Technical Support Engineer (Customer) - EMEA
United Kingdom $75,000.00-$150,000.00 14 hours ago
Manchester, England, United Kingdom 1 month ago
Support Engineer - Fully Remote - UK Based
Technical Support Engineer - Office based
Manchester Area, United Kingdom 3 weeks ago
Little Lever, England, United Kingdom £27,000.00-£32,000.00 4 weeks ago
Deskside Support Engineer - Warton/Samlesbury
Blackburn, England, United Kingdom 2 weeks ago
Technical Support and Operations Engineer
Manchester Area, United Kingdom 3 weeks ago
Huddersfield, England, United Kingdom 3 months ago
Technical Support Engineer III - Belfast
Greater Manchester, England, United Kingdom 2 days ago
Manchester, England, United Kingdom 4 weeks ago
Little Lever, England, United Kingdom 2 days ago
Preston, England, United Kingdom 26 minutes ago
Manchester, England, United Kingdom 1 week ago
We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.
#J-18808-LjbffrTechnical Support Engineer (Microsoft) in Accrington employer: Telana
Telana is an exceptional employer, offering a dynamic and supportive work environment in Accrington, England, where innovation thrives. Employees benefit from a flexible work culture that prioritises work-life balance, alongside comprehensive health benefits and opportunities for professional development through role-based certifications. With a commitment to diversity and inclusion, Telana fosters a collaborative atmosphere that encourages personal growth and creativity, making it an ideal place for those seeking meaningful and rewarding careers in IT support.
StudySmarter Expert Advice🤫
We think this is how you could land Technical Support Engineer (Microsoft) in Accrington
✨Tip Number 1
Familiarise yourself with the Microsoft ecosystem, especially Microsoft 365, Windows Server, and Active Directory. Having hands-on experience or certifications in these areas will not only boost your confidence but also demonstrate your commitment to the role.
✨Tip Number 2
Brush up on your troubleshooting skills for Windows 10 and 11, as well as your understanding of networking principles. Being able to quickly diagnose and resolve issues will set you apart from other candidates.
✨Tip Number 3
Prepare to discuss your experience with ticketing systems like ServiceNow or Jira. Be ready to share specific examples of how you've managed support tickets and improved processes in previous roles.
✨Tip Number 4
Showcase your customer service skills during any interactions. As a Technical Support Engineer, you'll be the primary point of contact for clients, so demonstrating your ability to communicate technical concepts clearly is crucial.
We think you need these skills to ace Technical Support Engineer (Microsoft) in Accrington
Some tips for your application 🫡
Tailor Your CV:Make sure your CV highlights relevant experience in IT support, particularly with Microsoft products. Emphasise your hands-on experience with Microsoft 365, Windows Server, and troubleshooting skills.
Craft a Compelling Cover Letter:Write a cover letter that showcases your problem-solving abilities and customer service approach. Mention specific examples of how you've successfully resolved technical issues in the past.
Highlight Relevant Skills:In your application, clearly list your technical skills related to the job description, such as Active Directory management, Microsoft Intune, and Windows OS troubleshooting. Use keywords from the job posting to align your skills with their needs.
Show Enthusiasm for the Role:Express your passion for technology and eagerness to contribute to Telana's mission. Mention why you are excited about the opportunity to work with a leading company in AI and cloud engineering.
How to prepare for a job interview at Telana
✨Know Your Microsoft Ecosystem
Make sure you brush up on your knowledge of the Microsoft 365 suite, including Exchange Online, SharePoint, and Teams. Be prepared to discuss your hands-on experience with these tools and how you've resolved issues in the past.
✨Demonstrate Problem-Solving Skills
As a Technical Support Engineer, you'll need to showcase your ability to troubleshoot and resolve technical issues. Prepare examples of complex problems you've solved independently, highlighting your thought process and the steps you took to reach a solution.
✨Communicate Clearly
Excellent communication skills are crucial for this role. Practice explaining technical concepts in simple terms, as you'll often need to assist non-technical users. Consider role-playing scenarios where you explain a technical issue to a client.
✨Familiarise Yourself with Ticketing Systems
Since you'll be managing support tickets, it's beneficial to have a good understanding of professional ticketing systems like ServiceNow or Jira. If you have experience with any specific systems, be ready to discuss how you've used them to manage and resolve tickets efficiently.
