Associate Support Engineer

Joining OneAdvanced means becoming part of a team that powers the world of work playing a vital role in supporting urgent-care services that genuinely make a difference to people's lives. As an Associate Support Engineer, you'll work with technology that directly supports frontline healthcare delivery, giving your work real purpose and visibility. You'll be supported to grow your technical capability, develop new skills, and progress your career in a collaborative environment that values curiosity, accountability, and continuous improvement. If you're looking for a role where your contribution matters and your development is taken seriously, this is an opportunity to be part of something meaningful.

This is a hybrid role based out of our Ashford office, with the expectation that the successful candidate will attend the office weekly as required. What You Will Do: The Associate Support Engineer provides first-line and developing second-line technical support to users across Health Services, working a core pattern of 09:00-17:30 Monday to Friday, with participation in a 24/7 shift rota once fully upskilled. The role focuses on diagnosing faults, resolving incidents, maintaining documentation, and delivering excellent customer service. As capability grows, the engineer will support more complex troubleshooting, root-cause analysis, and contribute to continuous improvement of IT processes, systems, and customer experience., Fault Diagnosis & Technical Support

• Perform initial fault isolation and basic diagnostic activities.
• Propose resolutions to ensure timely issue resolution.
• Conduct routine troubleshooting across hardware, software, and user environments.
• Deliver focused support for urgent-care-specific products, including troubleshooting, user assistance, and issue escalation.

Documentation & Data Management

• Draft and maintain clear, accurate technical and user documentation.
• Use the organisation's knowledge management system to access and contribute information.

Operational Compliance

• Develop a working understanding of organisational policies, procedures, and regulatory requirements.
• Adhere to mandatory compliance standards and quality assurance processes.

Customer Service & Case Management

• Manage an allocated caseload of support-service users.
• Respond to customer issues, including more complex or unusual cases.
• Strengthen customer relationships through positive, empathetic, and solution-focused interactions.
• Navigate challenging customer conversations and maintain professionalism.

Root Cause Analysis & Quality Assurance

• Perform basic tasks related to root-cause analysis, including data entry, record keeping, and issue investigation.
• Assist senior engineers in identifying underlying issues and contributing to long-term solutions.

Personal Capability & Development

• Participate in training, coaching, and development planning to build technical and process skills.
• Demonstrate commitment to continuous learning, adopting new technologies and approaches.
• Build organisational savvy by understanding culture, processes, and informal working norms.

Do you have experience in Technical support?, Technical Skills

• Intermediate IT support capability, including diagnosing and resolving technical issues.
• Strong computer literacy, including standard business applications.
• Experience with end-user device support, hardware installation, and software troubleshooting.
• Ability to follow structured troubleshooting processes.
• Familiarity with service desk operations, remote support, and user services.
• Basic understanding of process mapping, business rules, and root-cause analysis.

Customer & Communication Skills

• Strong verbal communication skills with the ability to explain technical issues clearly.
• Effective interpersonal communication, able to build rapport and trust.
• Ability to manage customer expectations and maintain professionalism.
• Skilled in customer-centric service conversations.
• Demonstrated ability to strengthen customer connections and build loyalty.

• 26 days' holiday + bank holidays (and the option to buy more) plus 1 paid volunteering day every year
• Exceptional family leave, 26 weeks fully paid maternity/adoption, 4 weeks fully paid paternity, 22 weeks fully paid shared parental leave, plus 5 days paid bereavement leave
• Robust sick pay of up to 13 weeks full pay + 13 weeks half pay
• 24/7 Employee Assistance Programme for confidential support
• Private medical insurance for everyone, no medical-history exclusions

Financial benefits that have your back

• Performance-based rewards tailored to your role, from company-wide bonuses to OTE and commission structures
• Income protection: up to 75% salary for 5 years if you ever need it

Grow your career with us

• SkillsHub learning platform with leadership pathways, future-manager training, and a huge online library
• Access to external training and apprenticeships

Making a Difference

• MatchIt! Fundraise for a cause close to your heart and OneAdvanced will match part of the funding
• Pennies from Heaven donate the pennies from your pay check to help make a difference without lifting a finger

Plus plenty other flexible benefits to suit your lifestyle on our RewardHub, including:

• ULEV car scheme with 1,000+ models
• Dental insurance, Health Cash Plan, Critical Illness Cover, Partner Life Cover

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     If you require alternative methods of application or screening, you must approach the employer directly to request this as Indeed is not responsible for the employer's application process.