Technical Support Engineer

UK Tote Group; Manchester; On-site; GBP 60,000 - 80,000; Full time

Job summary

A technology company in Manchester is seeking a Technical Support Engineer to manage complex technical issues and support business-critical systems. Responsibilities include serving as the escalation point for 2nd and 3rd line support, monitoring production systems, and providing technical leadership. The ideal candidate will have strong experience with the Microsoft 365 ecosystem and network security. This role offers a competitive salary and benefits including a bonus scheme and extensive holiday entitlement.

Benefits

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

Agile and collaborative office environment

Qualifications

• Proven experience in a 2nd/3rd line support or Systems Administrator role.
• Deep knowledge of the Microsoft 365 ecosystem.
• Strong understanding of network security and troubleshooting skills.

Responsibilities

• Serve as primary escalation point for technical issues.
• Monitor production systems and propose enhancements.
• Provide technical leadership during high-priority incidents.

Skills

2nd/3rd line support experience

Windows Server

Virtualization

Microsoft 365 ecosystem

Network security

ITILv4 Foundation

Tools

Microsoft Intune

Azure

AWS

Atlassian (Jira, Confluence)

Job description

Technical Support Engineer – UK Tote Group

Join our Service Operations team in Wigan as a hands‑on 2nd/3rd line Technical Support Engineer. You will take ownership of complex technical issues, support business‑critical systems, and ensure the stability and performance of our technology environment.

What You’ll Be Doing

• Serve as the primary escalation point for 2nd‑ and 3rd‑line technical issues, managing incidents from investigation through 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 Microsoft 365 (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, including modern endpoint management through Microsoft Intune.
• Provide technical leadership during high‑priority incidents, delivering clear updates to stakeholders and working closely with the Incident Manager.
• Support ongoing audit and compliance activities (ISO, GDPR, Gambling Commission) by maintaining accurate documentation and ensuring operational processes are followed.

What We Are Looking For

• Proven experience in a 2nd/3rd line support or Systems Administrator role with strong grounding in Windows Server, virtualization, endpoint management, and public cloud platforms such as Azure or AWS.
• Deep knowledge of the Microsoft 365 ecosystem (Exchange Online, Entra ID, Intune, SharePoint, Teams) and experience providing incident‑driven database support.
• Strong understanding of network security, antivirus solutions, and patch management, with excellent troubleshooting skills and the ability to perform detailed root‑cause analysis.
• Ability to explain technical concepts to non‑technical stakeholders, self‑organise workload, and work effectively under pressure.
• ITILv4 Foundation qualification (required).
• Advantageous: experience with network support, monitoring tools (Groundcover or Grafana), Atlassian platform management, and regulated environments (ISO, GDPR, Gambling Commission).

Benefits

• 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

Seniority level

Mid‑Senior level

Employment type

Full‑time

Job function

Information Technology – Gambling Facilities and Casinos