Technical Support Engineer

Customair; Manchester; On-site; GBP 30,000 - 45,000; Full time

Job summary

A technology service firm in Wigan is seeking a skilled Technical Support Engineer to join its Service Operations team. This hands-on role requires ownership of complex technical issues, support for business-critical systems, and expertise in Microsoft 365, Azure, and endpoint management. Ideal candidates will have a strong troubleshooting background and an ITILv4 qualification, with opportunities for career development and a comprehensive benefits package.

Benefits

Competitive Basic Salary

Discretionary Bonus Scheme

Company Shares Option Plan

Contributory pension scheme

Life insurance (4 x basic salary)

Simply Health Cash Plan

Holiday entitlement (33 days inclusive of bank holidays)

Study Support and opportunity for progression

Confidential 24/7 employee assistance helpline

Agile and collaborative office environment with free parking

Qualifications

• Proven experience in a 2nd/3rd Line Support or Systems Administrator role.
• Deep knowledge of Microsoft 365 including Exchange Online and Teams.
• Experience with network security and antivirus solutions.

Responsibilities

• Manage incidents from investigation to resolution within agreed SLAs.
• Monitor production systems for performance and security.
• Administer and maintain core business systems including Microsoft 365.

Skills

2nd/3rd Line Support experience

Windows Server

Virtualization

Public Cloud (Azure or AWS)

Microsoft 365 Ecosystem

Strong troubleshooting skills

Education

ITILv4 Foundation qualification

Tools

Microsoft 365

Atlassian (Jira, Confluence)

Groundcover

Grafana

Microsoft Intune

Job description

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

In this role, you will 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. You’ll proactively monitor production systems using tools such as Groundcover and Grafana, identifying improvements that enhance performance, security, and reliability. You will also propose system enhancements and infrastructure changes to senior team leaders as part of continuous improvement.

You’ll take ownership of administering and maintaining our core business systems, including the Microsoft 365 suite (Exchange Online, Entra ID, SharePoint, Teams) and Atlassian tools (Jira, Confluence). You’ll manage infrastructure across endpoints, servers, virtualization environments, and public cloud platforms such as Azure or AWS. A key part of your responsibilities will include modern endpoint management through Microsoft Intune ensuring devices remain secure, compliant, and fully up to date.

You will 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. You’ll also 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. This includes updating audit‑specific records and ensuring historical information is captured correctly.

What We Are Looking For

We’re looking for someone with 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. You’ll have deep knowledge of the Microsoft 365 ecosystem including Exchange Online, Entra ID, Intune, SharePoint, and Teams and experience providing incident‑driven database support.

A 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. You should be comfortable explaining technical concepts to non‑technical stakeholders, self‑organising your workload, and working effectively under pressure. An ITILv4 Foundation qualification is required.

It would also be advantageous if you have experience with network support, monitoring tools such as Groundcover or Grafana, and managing Atlassian platforms like Jira and Confluence. Knowledge of regulated environments such as ISO standards, GDPR, or Gambling Commission requirements would also be a plus.

What's in it for you?

At the Tote you can expect a friendly working environment with a strong sense of teamwork and pride in what we do. Within this role you’ll develop a broad range of skills and experiences that can enhance your career at the Tote. Additionally, our company benefits package includes:

• Competitive Basic Salary
• Discretionary Bonus Scheme
• Company Shares Option Plan
• Contributory pension scheme
• Life insurance (4 x 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