Technology Support Engineer
Working arrangement: Hybrid - four days per week in the Cheltenham office
Employment type: Full-time
Sector: financial services
Salary: Up to £55,000
The Opportunity
We are looking for a technically capable Technology Support Engineer to support and improve the internal IT environment of an established, technology-led business.
This is a hands-on role combining advanced IT support, endpoint management, cloud application administration, identity and access management, service management and workplace technology. You will act as an escalation point for complex technical issues, take ownership of the device lifecycle and work closely with IT and Security colleagues to maintain a reliable, secure and efficient technology environment.
The successful candidate will be comfortable working across Apple and Windows devices, administering cloud-based platforms, automating repetitive tasks and delivering excellent support to both office-based and remote colleagues.
Key Responsibilities
1. IT Support and Service Delivery
- Act as an escalation point for complex incidents and service requests, taking ownership through to resolution within agreed SLAs.
- Triage, prioritise and manage support queues, ensuring accurate ticket categorisation and appropriate escalation.
- Investigate recurring issues, perform root cause analysis and produce post-incident reports.
- Maintain troubleshooting documentation, technical procedures and knowledge base articles.
- Improve self-service resources and identify opportunities to streamline support through automation.
2. Endpoint and Device Management
- Manage the full device lifecycle, including procurement, zero-touch enrolment, deployment, maintenance and secure decommissioning.
- Administer Jamf Pro and Microsoft Intune to manage Apple macOS and Windows 11 devices.
- Configure device compliance policies, application deployment, patching, operating system updates and endpoint security controls.
- Troubleshoot hardware, operating system, encryption, connectivity and application issues, including FileVault, BitLocker and macOS Keychain.
- Support iOS/iPadOS devices and a small number of Linux endpoints.
- Work with Security colleagues to maintain device compliance and endpoint protection.
3. Google Workspace Administration
- Administer Google Workspace, including users, groups, organisational units, shared drives and licences.
- Manage joiner, mover and leaver processes, maintaining accurate records and audit trails.
- Configure two-step verification (2SV), multi-factor authentication, context-aware access and data loss prevention (DLP) controls.
- Manage email routing and compliance settings.
- Troubleshoot collaboration issues and advise colleagues on secure and effective use of workplace applications.
4. ITSM and Atlassian Administration
- Configure and maintain Jira Service Management, including request types, SLAs, workflows, automations and the customer portal.
- Administer Jira Software and Confluence.
- Develop integrations and automated workflows using tools such as Slack, email and scripting to reduce manual effort.
- Maintain IT asset records and configuration information through Jira Assets/Insight or an equivalent CMDB.
- Build operational dashboards and reports to monitor service performance and identify improvement opportunities.
5. AV and Meeting Room Technology
- Manage and maintain meeting room audiovisual equipment and collaboration infrastructure.
- Troubleshoot Google Meet, Zoom and Microsoft Teams meeting environments, including hardware, firmware and system health.
- Provide hands-on support for important meetings, company-wide events and client-facing presentations.
- Coordinate AV installations, upgrades and equipment refreshes with external suppliers.
6. Identity, Access and Security
- Administer SSO integrations, application access policies and identity platforms.
- Process access requests in line with least-privilege principles and established approval procedures.
- Support periodic access reviews and investigate endpoint or account security alerts.
- Work with Security colleagues to remediate issues and strengthen security controls.
- Assist with compliance activities, including maintaining evidence for SOC 2, ISO 27001, DORA or comparable frameworks.
7. Projects and Continuous Improvement
- Identify and implement automation opportunities that reduce repetitive administration and improve resolution times.
- Contribute to technology migrations, workplace changes, hardware refreshes and wider IT projects.
- Maintain accurate standard operating procedures, technical documentation and support runbooks.
- Coordinate with hardware, AV and SaaS suppliers on service delivery, renewals and cost optimisation.
Essential Skills and Experience
- Proven experience in second- or third-line IT support, including ownership of complex incidents in a modern business environment.
- Hands-on experience managing macOS and Windows 11 endpoint environments.
- Practical experience with Jamf Pro and Microsoft Intune, or demonstrable equivalent Apple and Microsoft MDM expertise.
- Strong administration experience with Google Workspace, including user lifecycle management and security configuration.
- Experience with SSO, identity administration, MFA, access policies and least-privilege access controls.
- Hands-on experience configuring or administering Jira Service Management and working with service workflows, SLAs and automation.
- Experience supporting collaboration tools, meeting room technology and video conferencing systems.
- A sound understanding of endpoint security, device compliance, access governance and information security practices.
- Strong troubleshooting, documentation and problem-solving skills.
- Excellent communication and customer service skills, with the ability to explain technical concepts to non-technical colleagues.
- A proactive approach to service improvement, automation and operational ownership.
Desirable Experience
- Administration of Jira Software, Confluence and Jira Assets/Insight.
- Experience with iOS/iPadOS management and Linux endpoints.
- Building integrations and automations using scripts, APIs or workflow tools.
- Experience maintaining CMDBs, asset registers and operational dashboards.
- Involvement in SOC 2, ISO 27001, DORA or similar audit and compliance activities.
- Supplier management, technology procurement and coordination of workplace technology projects.
Benefits
The organisation offers a comprehensive benefits package, including:
- Private medical insurance, with options for family cover.
- Life assurance and income protection.
- Enhanced family-friendly policies.
- The opportunity to work abroad for up to four weeks per year, subject to approval.
- 25 days of annual leave plus public holidays, with options to purchase or sell annual leave.
- Company pension scheme.
- Employee assistance programme and confidential counselling support.
- Electric vehicle salary-sacrifice scheme.
- Healthcare cash plan covering eligible everyday healthcare costs.
- Discounted gym memberships.
- Office refreshments, team events and social activities.
The Ideal Candidate
You are a technically strong, customer-focused IT professional who enjoys resolving complex issues, taking ownership of systems and improving how technology services are delivered.
You can work confidently across endpoint management, cloud administration, identity and access, ITSM and workplace technology. You are comfortable balancing day-to-day support with security responsibilities, automation and longer-term improvements.
If you bring the relevant technical experience and a proactive approach to supporting colleagues, we would welcome a conversation about the opportunity.
PLEASE KEEP THIS OPPORTUNITY HIGHLY CONFIDENTIAL