Job Description

Who are we?

Telana are experts in applied innovation, focused on delivering business outcomes through AI, data, software development, and cloud engineering expertise. We leverage our problem solving skills and end-to-end capabilities to help our clients create better solutions for their customers and employees.

As a top-tier partner of Google Cloud and Microsoft, the market leaders for AI, Data, and Cloud, we work with some of the world’s biggest brands and government organisations to help them solve their toughest business and operational challenges; whether that’s attracting new customers, driving operational efficiency, or improving reducing risk.

We have received impressive external recognition for its innovative offerings, best-in-class capabilities, and tangible impact for customers across various industries: Telana is recognized as a Leader for Data, Analytics, and Machine Learning in the ISG Provider™ Lens for Google Cloud Partner Ecosystem in 2024, and a Rising Star in 2022 and 2023. We are an accredited Azure Expert MSP provider, and have also been awarded Google Cloud’s 2024 EMEA Public Sector Partner of the Year award.

What will your role be?

We are seeking a Technical Support Engineer to join our Managed Services Team. In this role, you will be responsible for providing comprehensive support to our clients, handling the full spectrum of technical issues from initial contact (Tier 1) through to more complex resolutions (Tier 2).

You may be required to travel to customer sites which are predominantly located in Central London to provide onsite support engineer services for holiday or capacity cover. We operate a 24/7 365 service desk and therefore a willingness to work in a shift rota or cover specific shifts when required would be advantageous.

The ideal candidate is a self-starting problem-solver with expertise in the Microsoft ecosystem and a great customer service approach. You will be the primary point of contact for our clients, taking full ownership of support tickets from creation to completion. You must be comfortable managing a varied workload, resolving straightforward requests efficiently while also having the technical depth to investigate and solve challenging problems independently.

What will you be doing?

• Serve as a primary point of contact for clients, providing effective support via Teams/Google Meet, email, and our ticketing system.
• Manage the entire lifecycle of support tickets, from initial logging and diagnosis (Tier 1) to more advanced troubleshooting and resolution (Tier 2). This includes managing SLAs.
• Perform administration and provide support for:
• Microsoft 365: Including Exchange Online (mail flow, permissions, security), SharePoint Online, OneDrive for Business (sync issues, permissions), and Microsoft Teams.
• Microsoft Power Platform: Including Power BI, Power Apps, and Power Automate.
• Microsoft Intune: Device enrollment and management, compliance policy checks, application deployment and packaging troubleshooting.
• Microsoft Entra ID (Azure AD): User and group administration, conditional access policies, and multi-factor authentication (MFA) troubleshooting.
• Windows Server: Administration of Windows Server 2016/2019/2022, including Active Directory (Group Policy, DNS, DHCP), file permissions, and print services and Hybrid Models. This includes an understanding of hybrid identity configurations, including Azure AD Connect and SSO. .
• Exchange On-Premises: Mailbox and database management, transport rule configuration, and hybrid environment troubleshooting.Windows Desktop OS: In-depth troubleshooting of Windows 10 and Windows 11.
• Maintain clear and concise documentation for all work performed within our ticketing system.
• Identify recurring issues and contribute to our internal knowledge base to improve team efficiency.
• Work collaboratively and collegiately with the broader Telana team including engineers and service delivery.
• Liaise with third-party vendors and software providers to resolve client-specific technical issues.

This may be you:

• Proven experience (2+ years) in an IT support role in a Managed Services Provider, demonstrating strong capabilities in handling both Tier 1 and 2 issues. Experience within a Managed Service Provider (MSP) or IT consultancy is highly desirable.
• Strong, hands-on experience in administering and supporting the Microsoft 365 suite.
• Proficiency in managing Active Directory and Microsoft Entra ID.
• Solid experience with Windows Server administration and core network services (DNS, DHCP).
• Expert-level troubleshooting skills for Windows 10 and Windows 11 operating systems.
• A fundamental understanding of networking principles (TCP/IP, routing, firewalls, VPNs).
• Demonstrable ability to work independently, manage a varied ticket queue, and take ownership of technical problems from start to finish.
• Excellent written and verbal communication skills, with an ability to explain technical concepts to non-technical users.
• Experience using professional ticketing systems (e.g., SolarWinds, ConnectWise, Autotask, ServiceNow, Jira).
• You must hold or be willing and able to obtain security clearance to SC level. You do not need to already hold SC to apply.

There are many roads leading up to being a Technical Support Engineer. Not sure you meet 100% of our qualifications? Have an untraditional background? Our team is already a mix of self-taught and formally educated people. Don’t self-select out!

What we offer you:

• You will be a part of a skilled, inspiring, and supportive team, and work in an environment that encourages long term personal growth.
• Flexible, and trust-based work environment with a healthy work life balance.
• Our people come first. That’s why you’ll have access to private medical insurance, employee assistance programmes, group life assurance, income protection and access to a market leading benefits platform.
• Learning & development. We will support you in your growth journey and cover the costs of your role-based certifications.
• We have first hand experience that diversity encourages creativity and innovation and makes us better placed to understand a wider range of customers' needs. This means that whatever your background, you won’t find a more welcoming place to work.
• We have family friendly policies and encourage a work-life balance, including flexible working options in roles which permit it.