Associate Support Engineer

The Associate Support Engineer will ultimately become responsible for ensuring the end-to-end support of customers utilizing OneAdvanced Finance Spend and Governance and Workforce Management SaaS products.

This includes the ownership and hands-on resolution of issues, management of SLA’s, definition of and adherence to processes as well as the proactive and reactive training of customers.

The Associate Support Engineer should also represent customers and their needs to other teams, and through reporting and optimization assist the ANZ Customer Solutions Manager - Support and other team leads in providing stable, supported, and constantly improving products and services.

• Apply technical skills and experience, using a customer-focused mindset to take an active role in identifying, troubleshooting, and resolving customer issues to a high level of customer satisfaction.
• Be a voice for customers and ensure other key team members and teams are aware of their requests and feedback.
• Proactively identify potential concerns or opportunities to improve customer satisfaction and share these with the Customer Solutions Manager - Support, the wider Post Sales & Operations team, or other teams as appropriate.
• Administer systems required to support customers including ServiceNow, SharePoint, Office 365.
• Ensure response and resolution SLA's are met.
• Work varied start/finish times between the hours 7am – 6pm AET and Public Holidays where required
• Contribute to OneAdvanced workplace culture by living our Values.
• Adhere to OneAdvanced policies and procedures at all times.

#LI-MP1

When you join the team, you will:

• Have a customer-focused attitude.
• Communicate clearly and politely when representing OneAdvanced.
• Be open to learning, as well as utilising your existing IT qualifications.
• Understand and utilise troubleshooting fundamentals.
• Bring a fresh perspective on processes and suggest improvements.
• Understand the importance of SLA’s and raise concerns if they are at risk of not being met.

At the end of your first month, you will:

• Understand who our customers are and why they use our Software.
• Be able to respond to customers.
• Understand our support structure and tools.
• Be comfortable using our internal software and support systems.
• Perform issue replication in test environments.
• Have completed your induction training.
• Understand all company policies and processes.

At the end of your first three months, you will:

• Build and maintain an established rapport with key customer contacts.
• Own support requests/issues and demonstrate a proactive approach to managing them.
• Take ownership of managing SLA’s and ensure risks are raised with the Customer Solutions Manager - Support.
• Independently troubleshoot and resolve issues and requests.
• Utilize and contribute to knowledge bases and other documentation to ensure new and existing team members understand how to troubleshoot and resolve issues.

• Advanced Perks At Work – Exclusive employee discounts & benefits portal
• Charity Fundraising – Proud to be a Patron of The Prince's Trust; every employee is entitled to one day of volunteering each year

At OneAdvanced, we are at the forefront of delivering sector-focused technology solutions that simplify complexity, drive meaningful progress, and help build a fairer, more inclusive society.

We’re much more than a software company. We deliver SaaS workflow applications and IT services that power organisations across Education, Government, Healthcare, Legal, Manufacturing, Housing, Retail, and more.

OneAdvanced is one of the UK’s largest business software and services companies. Based in Birmingham (The Mailbox), operating across the UK, Ireland, India, and Australia.

Our secure, scalable platform, including OneAdvanced AI, our private AI service for UK organisations, powers connectivity and innovation across critical sectors. Alongside our software are our IT services, including hosting, managed services, and application modernisation.

We strive to create an inclusive workplace that drives innovation and collaboration, championing diverse perspectives and ideas. Our Environmental, Social and Governance (ESG) strategy is embedded in everything we do, guiding us to create meaningful impact for our people, our customers and the planet.

Join us and become part of a team that’s powering the world of work and making a real difference.

Learn more at www.oneadvanced.com