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# Technology Support Engineer

- **Company:** Finova
- **Location:** Cheltenham, UK
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Artificial Intelligence, Apple Mac Systems, Confluence, JIRA, BitLocker Drive Encryption, Software as a Service, Configuration Management Databases, Collaborative Software, System Configuration, Linux, Firmware, Identity and Access Management, Network Troubleshooting, Runbook, Systems Integration, Microsoft InTune, Information Technology, Atlassian Tools, Casper Suite, Gsuite, Google Meet
- **Published:** October 13, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=d6d6ff1280a91453

## About the Role

* Technical Support Expertise: Proven experience acting as an escalation point for complex IT issues in a modern, fast-paced environment.
 * Endpoint Management: Deep experience managing macOS and Windows 11 estates using MDM platforms like Jamf Pro and Microsoft Intune.
 * SaaS & Identity Administration: Strong background administering Google Workspace and SSO/Identity platforms, including security controls, JML processes, and least-privilege access.
 * ITSM & Atlassian: Hands-on experience configuring and managing Jira Service Management (JSM), Jira Software, and Confluence.
 * AV & Meeting Room Support: Confident in managing and troubleshooting AV hardware and collaboration tools (Google Meet, Zoom, Teams) for both daily meetings and high-profile events.
 * Security & Compliance Awareness: Understanding of endpoint security hygiene and experience contributing to compliance audits (e.g., SOC 2, ISO 27001, DORA).
 * Customer-Centric: A high standard of customer service with the ability to communicate technical concepts clearly to non-technical colleagues, supporting both remote and office-based staff.

## Description

About the Role: We are seeking a proactive, technically skilled Technology Support Engineer to deliver exceptional internal IT support and drive continuous improvement across our systems. Serving as an escalation point for complex incidents, you will take ownership of the end-to-end device lifecycle, Google Workspace administration, Audio Visual (AV) infrastructure, and our Jira Service Management platform. This is a highly visible, hands-on role where you will support a mixed OS estate, automate repetitive tasks, and partner closely with Security and the broader IT team to ensure our colleagues have the reliable, secure, and seamless technology they need to succeed., * Service Delivery & Ticket Ownership: Act as the escalation point for complex incidents and service requests raised through Jira Service Management, owning them through to resolution within agreed SLAs. Triage, prioritise, and route the support queue, ensuring tickets are accurately categorised and recurring issues become problem records. Lead major incident root cause analysis, produce post-incident write-ups, and improve knowledge base articles to shift resolutions left to self-service and AI.

 * Apple macOS and Windows 11 Estate: Contribute to the end-to-end device lifecycle (procurement, zero-touch enrollment, deployment, secure wipe). Administer MDM platforms (Jamf Pro, Intune) for compliance, patching, and app deployment. Troubleshoot hardware and OS faults (FileVault/BitLocker, Keychain, network issues) and maintain endpoint security posture in partnership with Security. Support a mixed estate including iOS/iPadOS and residual Linux endpoints.
 * Google Workspace Administration: Administer the full Google Workspace tenant (users, groups, OUs, shared drives, licences). Own JML processes with full audit trails. Configure security controls (2SV/MFA, context-aware access, DLP rules) and manage mail routing/compliance. Troubleshoot collaboration tools and advise the business on best practices.
 * Atlassian Suite & JSM: Configure and maintain Jira Service Management (request types, SLAs, automation, customer portal) and administer Jira Software and Confluence. Build automations and integrations (e.g., Slack/email alerts, automated onboarding) to reduce manual effort. Maintain the CMDB/asset register within JSM (Assets/Insight) and produce operational dashboards for IT and business stakeholders.
 * Audio Visual & Meeting Rooms: Own the AV estate across all meeting and collaboration spaces. Provide proactive support for Google Meet, Zoom, and Teams rooms (firmware, health monitoring). Deliver white-glove support for town halls and client-facing events. Manage AV installations and refreshes with vendors and integrators.
 * Identity, Access & Security: Administer SSO and identity platforms (app integrations, access policies). Fulfil access requests via least-privilege principles and support periodic access reviews. Act as a first responder for endpoint/account security alerts and contribute to compliance activities (SOC 2, ISO 27001, DORA) by maintaining evidence of controls.
 * Improvement, Projects & Enablement: Identify and deliver automation improvements to reduce repetitive work and improve time-to-resolution. Contribute to IT projects (platform migrations, office moves, hardware refreshes). Maintain accurate SOPs and runbooks. Manage key supplier/reseller relationships (hardware, AV, SaaS) to support renewals and cost optimization.