Technical Support Engineer

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: