{"id":2379952,"url":"https://alion.io/job/telana-technical-support-engineer","title":"Technical Support Engineer","company":{"id":2013900,"name":"Telana","domain":"telana.com","url":"https://alion.io/company/telana","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":null},"role":"Support","role_family":"Support","seniority":"junior","employment_type":null,"work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Preston, United Kingdom"],"countries":["GB"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":30000,"max_usd":57000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":8},"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Active Directory","optional":false},{"name":"Azure","optional":false},{"name":"DHCP","optional":false},{"name":"DNS","optional":false},{"name":"GCP","optional":false},{"name":"Machine Learning","optional":false},{"name":"Microsoft Entra ID","optional":false},{"name":"Microsoft Teams","optional":false},{"name":"OneDrive","optional":false},{"name":"Power Apps","optional":false},{"name":"Power Automate","optional":false},{"name":"Power BI","optional":false},{"name":"Service Desk","optional":false},{"name":"SharePoint","optional":false},{"name":"Windows","optional":false},{"name":"Windows Server","optional":false},{"name":"Jira","optional":true},{"name":"ServiceNow","optional":true},{"name":"TCP/IP","optional":true}],"status":"live","first_seen_at":"2026-02-25T10:26:28Z","employer_posted_date":"2026-10-08","last_verified_at":"2026-10-13T05:01:31Z","board_verified":true,"closed_at":null,"days_open":229,"trust":{"level":"stale","repost_count":0,"flags":["stale"],"days_open":229},"description":"Who are we?\nTelana 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.\nAs 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.\nWe 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.\nWhat will your role be? \nWe 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).\nYou 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.\nThe 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.\nWhat will you be doing?\nServe as a primary point of contact for clients, providing effective support via Teams/Google Meet, email, and our ticketing system.\nManage 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.\nPerform 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.\nMicrosoft Power Platform: Including Power BI, Power Apps, and Power Automate.\nMicrosoft Intune: Device enrollment and management, compliance policy checks, application deployment and packaging troubleshooting.\nMicrosoft Entra ID (Azure AD): User and group administration, conditional access policies, and multi-factor authentication (MFA) troubleshooting.\nWindows 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. .\nExchange 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.\n\nMaintain clear and concise documentation for all work performed within our ticketing system.\nIdentify recurring issues and contribute to our internal knowledge base to improve team efficiency.\nWork collaboratively and collegiately with the broader Telana team including engineers and service delivery.\nLiaise with third-party vendors and software providers to resolve client-specific technical issues.\nThis may be you:\nProven 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.\nStrong, hands-on experience in administering and supporting the Microsoft 365 suite.\nProficiency in managing Active Directory and Microsoft Entra ID.\nSolid experience with Windows Server administration and core network services (DNS, DHCP).\nExpert-level troubleshooting skills for Windows 10 and Windows 11 operating systems.\nA fundamental understanding of networking principles (TCP/IP, routing, firewalls, VPNs).\nDemonstrable ability to work independently, manage a varied ticket queue, and take ownership of technical problems from start to finish.\nExcellent written and verbal communication skills, with an ability to explain technical concepts to non-technical users.\nExperience using professional ticketing systems (e.g., SolarWinds, ConnectWise, Autotask, ServiceNow, Jira).\nYou must hold or be willing and able to obtain security clearance to SC level. You do not need to already hold SC to apply.\nThere 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!\nWhat we offer you:\nYou will be a part of a skilled, inspiring, and supportive team, and work in an environment that encourages long term personal growth.\nFlexible, and trust-based work environment with a healthy work life balance.\nOur 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.\nLearning & development. We will support you in your growth journey and cover the costs of your role-based certifications.\nWe 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.\nWe have family friendly policies and encourage a work-life balance, including flexible working options in roles which permit it.","description_format":"text","description_chars":6382,"description_truncated":false,"requirements":{"experience_years_min":2,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Flexible schedule","Health insurance"],"hiring_locations":[{"name":"United Kingdom","iso":"GB","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Government"],"lifecycle":[{"event":"open","at":"2026-10-12T19:08:13Z"}],"visa":[{"country":"GB","licensed_sponsor":true,"evidence":"Licensed UK visa sponsor (Skilled Worker)","filings_12m":null,"filings_prev_12m":null,"green_card_filings_12m":null,"median_offered_wage_usd":null,"route":"Skilled Worker","cap_exempt":false,"checked_at":"2026-10-13T06:20:30+00:00","sources":["UK Home Office: register of licensed sponsors (workers)"],"filings_for_role_12m":0}],"liveness":{"score":2,"band":"cold","label":"Long shot","p_open":1,"p_active":0.086,"p_room":0.28,"age_days":229,"expected_fill_days":16,"reasons":["conf:0","win:tail","crowd:junior"],"computed_at":"2026-10-13T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/telana-technical-support-engineer","json_url":"https://alion.io/job/telana-technical-support-engineer.json","meta":{"generated_at":"2026-10-13T08:28:50Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":12560,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-14T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":2013900},"rest":"https://alion.io/mcp/rest/get_company?id=2013900"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Ftelana-technical-support-engineer"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Ftelana-technical-support-engineer"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Ftelana-technical-support-engineer"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/telana-technical-support-engineer\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Ftelana-technical-support-engineer"}]}