Technical Support Engineer

We are looking for a skilled Technical Support Engineer to join our Service Operations team in Wigan. This is a hands-on 2nd/3rd line role where you will take ownership of complex technical issues, support business-critical systems, and ensure the stability and performance of our technology environment. Reporting to the Senior Technical Support Engineer, you will act as a subject-matter expert, providing deep technical support across infrastructure, applications, and high-priority incidents. This is an ideal role for someone who enjoys problem-solving, working with modern cloud technologies, and playing a key part in maintaining a secure and compliant technical estate.

What You’ll Be Doing

• Serve as the primary escalation point for 2nd and 3rd line technical issues, managing incidents from investigation through to full root cause resolution within agreed SLAs.
• Proactively monitor production systems using tools such as Groundcover and Grafana, identifying improvements that enhance performance, security, and reliability.
• Propose system enhancements and infrastructure changes to senior team leaders as part of continuous improvement.
• Administer and maintain core business systems, including the Microsoft 365 suite (Exchange Online, Entra ID, SharePoint, Teams) and Atlassian tools (Jira, Confluence).
• Manage infrastructure across endpoints, servers, virtualization environments, and public cloud platforms such as Azure or AWS.
• Ensure modern endpoint management through Microsoft Intune—ensuring devices remain secure, compliant, and fully up to date.
• Play a key technical role during high-priority incidents, providing clear updates to stakeholders and working closely with the Incident Manager to deliver thorough technical analysis.
• Support ongoing audit and compliance activities—such as ISO, GDPR, and Gambling Commission requirements—by maintaining accurate documentation and ensuring that operational processes are followed.

What We Are Looking For

• Proven experience in a 2nd/3rd Line Support or Systems Administrator role, with strong technical grounding across Windows Server, virtualization, endpoint management, and public cloud platforms such as Azure or AWS.
• Deep knowledge of the Microsoft 365 ecosystem—including Exchange Online, Entra ID, Intune, SharePoint, and Teams—and experience providing incident-driven database support.
• Strong understanding of network security, antivirus solutions, and patch management is essential, along with excellent troubleshooting skills and the ability to perform detailed root cause analysis.
• Comfortable explaining technical concepts to non-technical stakeholders, self-organising your workload, and working effectively under pressure.
• An ITILv4 Foundation qualification is required.
• Experience with network support, monitoring tools such as Groundcover or Grafana, and managing Atlassian platforms like Jira and Confluence is advantageous.
• Knowledge of regulated environments—such as ISO standards, GDPR, or Gambling Commission requirements—would also be a plus.

What’s in it for you?

• Competitive Basic Salary
• Discretionary Bonus Scheme
• Company Shares Option Plan
• Contributory pension scheme
• Life insurance (4 × basic salary)
• Simply Health Cash Plan
• Holiday entitlement (33 days inclusive of bank holidays)
• Study Support and opportunity for progression and development
• Confidential 24/7 365 employee assistance helpline
• Agile and collaborative office environment with free parking, fruit, biscuits, and drinks
• Regular social events, charity events and volunteering opportunities

Seniority level: Mid-Senior level
Employment type: Full-time
Job function: Information Technology
Industries: Gambling Facilities and Casinos