Technical Systems Support Engineer

Please note that holding a current Security Clearance is not essential at the time of application, but eligibility is required.

You don’t need to tick every box. We’re looking for candidates with good experience across some of the areas below, alongside the enthusiasm and ability to learn and develop.

• Acting as a primary point of contact for technical incidents and service requests.
• Investigating and troubleshooting technical issues across applications, endpoints, identity services, networks and supporting infrastructure.
• Taking ownership of incidents, using structured diagnostic techniques to identify and resolve underlying issues.
• Analysing logs, system events, monitoring tools and other diagnostic information to investigate technical problems.
• Supporting Microsoft 365, Entra ID and on-premise Active Directory environments.
• Investigating authentication, access management, permissions and connectivity issues.
• Supporting enterprise applications, business-critical systems and their associated integrations and dependencies.
• Troubleshooting issues involving cloud services, hosted platforms, infrastructure and endpoint environments.
• Working with technical specialists and platform engineers to investigate more complex incidents.
• Managing and prioritising incidents and service requests in line with service levels and operational requirements.
• Communicating effectively with users and stakeholders, providing clear updates throughout the support process.
• Developing technical knowledge of our specialist platforms, applications and supporting infrastructure.
• Participating in a paid out-of-hours on-call support rota, approximately one week in five, after successful completion of probation.

Here at TIG we are committed to equal opportunities and value diversity, equity and inclusion at our company. We do not discriminate based on race, religion, colour, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status.

As a Group, we seek to ensure that individuals with disabilities receive reasonable accommodation throughout the hiring process and ultimately within the job itself. Please contact us to request any accommodations.

More than anything, we're looking for someone who genuinely enjoys technology and solving technical problems.

You'll be comfortable investigating an issue that doesn't have an obvious answer, working through potential causes, using available tools and information, and taking ownership of the problem as far as reasonably possible before escalating.

We're particularly interested in candidates who can demonstrate hands-on technical experience rather than simply familiarity with technologies listed on a CV.

You'll have a strong foundation in IT support, with experience across Microsoft environments and an understanding of how applications, identity services, networks and infrastructure interact.

You won't necessarily have worked with every technology in our environment. We're looking for technical curiosity, a methodical approach to problem-solving and the ability to learn and develop expertise in specialist systems.

Success in this role is about more than managing tickets or passing incidents between teams.

You'll demonstrate the confidence and technical ability to investigate issues independently, understand how different technologies and services interact and take ownership of problems through to resolution or appropriate escalation.

You'll deliver a positive support experience for our customers whilst developing a deeper understanding of our specialist technology environment.

Over time, you'll become increasingly confident across our applications, platforms and infrastructure, building technical expertise and contributing to the wider effectiveness of the Service Operations team.

• Strong troubleshooting, diagnostic and analytical problem-solving skills.
• Experience investigating technical issues across multiple technology areas.
• Experience analysing logs, system events and diagnostic information.
• Confidence supporting both end users and business-critical services.
• Ability to prioritise and manage multiple incidents and service requests.
• A proactive, ownership-driven approach to investigating and resolving issues.

• Experience supporting enterprise applications and business-critical systems.
• Understanding of application configuration, integrations and service dependencies.
• Hands-on experience supporting Microsoft 365, Entra ID and on-premise Active Directory.
• Familiarity with identity, authentication and access management technologies.
• Understanding of how applications, infrastructure and networks interact.
• Experience supporting Windows desktop environments.

• Exposure to enterprise server and infrastructure environments.
• Understanding of virtualisation technologies and hosted platforms.
• Familiarity with monitoring, alerting and system health tools.
• Awareness of backup, recovery and service resilience principles.
• Understanding of endpoint, operating system and device management concepts.
• Good understanding of TCP/IP, DNS, DHCP and VPN technologies.
• Ability to investigate connectivity, performance and service access issues.
• Understanding of core networking, security and infrastructure principles.

• Experience working within SLA-driven support environments.
• Understanding of incident, request and major incident management processes.
• Familiarity with ITSM platforms and service management best practices.
• Strong customer-facing communication and stakeholder management skills.
• Ability to manage your own tickets and prioritise workload.
• Ability to work independently whilst collaborating effectively with wider technical teams.
• A genuine passion for technology, technical problem-solving and continuous learning.

Experience or exposure to some of the following would be beneficial:

• VMware, Hyper-V or other virtualisation technologies.
• Windows Server or Linux administration, or support of Linux desktop environments.
• PowerShell, scripting or automation.
• Infrastructure monitoring and event management tools.
• SQL, PostgreSQL and database fundamentals.
• Endpoint security technologies.
• Identity and access management platforms.
• Application deployment and release management.
• Experience supporting secure, regulated or highly available environments.
• ITIL Foundation certification.

Please note that the talent acquisition team is managing this vacancy directly and we do not require agency support.

Candidates who are successful will be required to undergo relevant security checks.