Group Technology Support Engineer

Business Area: IT

Place of Work: London

Contract Type: Permanent

About the role

In your role as Group Technology Support Engineer, you will make a meaningful and valued contribution from the outset. This role will provide a great opportunity to deliver proactive and reactive technological support across USSL and USSIM, covering both Liverpool and London offices and supporting remote/home-based colleagues.

You will be responsible for daily health checks of key office technology, ensuring systems are optimised and secure, and providing exceptional customer service to enable the organisation through technology. You will act as a bridge between the wider Technology Services technical teams and business users, ensuring technology empowers productivity and business outcomes.

• Deliver outstanding customer service with a proactive focus on customer satisfaction and technology enablement, taking ownership for customer issues under resolution, clear communication and feedback, and identifying areas to improve the customer experience.
• Perform daily health checks and monitoring of key office technology (meeting rooms, AV, network, printers, collaboration tools, etc.) to ensure optimal performance and availability.
• Provide first and second line support for technical queries and incidents via multiple channels (phone, walk-up, ITSM portal, remote tools).
• Support and enable remote/home-based colleagues, ensuring secure and reliable access to corporate systems and resources.
• Log, analyse, update, and resolve technical calls, escalating and assigning incidents as needed.
• Collaborate with technical teams and third-party suppliers to resolve incidents and fulfil requests.
• Manage the full lifecycle of incidents and requests, with a focus on proactive resolution and continuous improvement.
• Maintain accurate records of user requests, contact details, actions taken, and outcomes.
• Provide technical support for hardware (laptops, desktops, mobile devices, AV equipment), software (Windows, Office 365, Teams), and understand how a corporate infrastructure works.
• Support mobile device management (MDM/BYOD), unified communications platform, and remote access solutions.
• Assist with onboarding/offboarding processes, ensuring technology is provisioned and decommissioned securely and efficiently in collaboration with the Configuration Management Team.
• Contribute to technology resilience by identifying risks, implementing preventive measures, and supporting business continuity planning.
• Deliver training and guidance to users on technology best practices, security, and new tools.
• Participate in supporting technology projects ensuring successful transition to BAU and communication to users, system upgrades, and service improvements as required.
• Ensure compliance with regulatory requirements and internal policies, especially around process, data security and privacy.
• Strive to improve the customer experience and technology services continuously.
• Occasional travel between Liverpool and London offices and to data centre locations as required.

To be successful in the role you will have:

• Experience in a customer-facing IT support role within a financial services or regulated environment with excellent customer service skills.
• Strong technical knowledge of Windows operating systems, Office 365 administration, Active Directory, networking concepts, and remote support tools.
• Proven ability to diagnose and resolve hardware, software, and network issues quickly and effectively.
• Experience supporting users in both office and remote/home settings.
• Familiarity with monitoring tools and SIEM tools and their use in troubleshooting.
• Unified communications platforms e.g. Teams, Webex.
• Understand ITIL processes and service management best practices.
• High level of accuracy, attention to detail, and organisational skills.
• Excellent interpersonal, communication, and problem-solving skills.
• Ability to work autonomously and collaboratively within cross-functional teams.
• Commitment to professional integrity, continuous improvement, and delivering successful outcomes.
• Willingness to travel between Liverpool and London offices and support remote/home-based colleagues as required.

At USS, every individual contributes to building a secure financial future for our members and their families. We strive to create a work environment where everyone can thrive professionally while making a meaningful impact on the lives of others. We’re also committed to helping you build your career by providing opportunities for development.

How we will reward you

• Great starting salary
• Generous annual leave package
• Access to a high quality pension scheme provided through Universities Superannuation Scheme
• Supportive people policies (including enhanced occupational sickness pay and family friendly pay)
• Financial contributions towards your personal development to help you maintain your physical and mental wellbeing
• Access to a range of health and wellbeing services i.e., private healthcare, discounted gym membership
• Learning and development opportunities to develop your skills, knowledge and talent
• Employee Volunteer Day’s to support the communities where you work and live
• Cycle to Work Scheme

Our culture and values

Our people are what makes us different. We work together to create a diverse and inclusive culture that embraces individuality, where people are welcomed and feel comfortable in the knowledge that they can be themselves. Our purpose firmly states the importance of members, putting them ‘front and centre’ of what we do. This is embedded through our values:

• Integrity
• Collaboration
• Excellence

Universities Superannuation Scheme (USS) was established in 1974 as the principal pension scheme for universities and other higher education institutions in the UK. We work with around 330 employers to help build a secure financial future for almost 577,000 members and their families. We are one of the largest private defined benefit pension schemes in the UK, with total assets of around £76.8bn (at 31 March 2025).

USSIM is proud to be an equal opportunity employer. We strive to ensure our recruitment process is as flexible and inclusive as possible so we can attract diverse candidates and recruit the best talent. We want all candidates to perform at their best during the recruitment process, so if you need any reasonable adjustments or if there is anything we can do to help support you through your recruitment journey please let us know by contacting resourcing@uss.co.uk.