Technical Systems Support Engineer

Role: Technical Systems Support Engineer
Location: Hybrid - Liverpool, Merseyside (3 days a week on site, 2 days remote following probation)
Job Type: Full-time, Permanent (37.5 hours)
Salary: Competitive, based on experience + benefits + package
Security Clearance Requirements
Please note that holding a current Security Clearance is not essential at the time of application, but eligibility is required.
+ This role requires the successful candidate to be eligible for Security Check (SC) clearance. To meet this requirement, applicants must:

• Have the right to work in the UK
• Have lived in the UK continuously for the past 5 years
• Not have spent more than 6 months outside the UK in total during that period
• Be willing to undergo security vetting as part of the onboarding process

About Us Come and be a part of The Investigo Group (TIG), a dynamic coalition of cutting edge tech firms specialising in Platform, Software, Data, AI and other bleeding edge technology solutions. Our innovative prowess spans the globe while proudly hailing from the United Kingdom.
The group is multi functional with a large portfolio of B2B products and services.
Our ecosystem is made up of:
Voixtel, secure communications and voice platforms for regulated and critical environments.
IIS, Providing secure internet access in both the public and private sectors. Its mission? To deliver world class secure internet capabilities enhancing productivity across diverse skillsets and organisations.
Vestigo Consulting is our training and consultancy company, tailored around specialist sector specific knowledge, and provides regular courses and CPD for our community. The Consultancy side concentrates on expert support of our customers as well as specifically assigned individual deployments.
Collaboraite is a bleeding edge company that provides our Data and AI capability. A collaborative partner for designing user centred secure data solutions to overcome operational hurdles, delivered through design thinking and agile coaching.
Diversity, Equity, and Inclusion (DEI) are at the heart of The Investigo Group (TIG). We're dedicated to creating a workplace where people from all backgrounds are not only welcome but empowered to excel. We actively seek diverse talent, promote fairness, and foster an inclusive environment where every voice matters, driving innovation and progress in our dynamic tech community.
The group provides bespoke, secure, user centric products fuelled by deep technical knowledge advanced data and analytical skills.
We proudly stand as a global leader in this space, partnering with esteemed entities that require these advanced forward thinking capabilities. These partnerships have been forged from our understanding of customer challenges, as well as our expertise in developing world leading enterprise product sets.
Join us at TIG, where innovation knows no bounds, and together, we'll shape the future of technology solutions for a safer, more efficient world.
About the Role Are you an experienced IT support professional who enjoys getting to the root cause of technical issues rather than simply logging and escalating them?
We're looking for a Technical Systems Support Engineer to join our Service Operations team, supporting a highly specialised and technically diverse environment.
This isn't your typical Service Desk position. Whilst you'll be a primary point of contact for incidents and service requests, the role goes beyond traditional first line support, combining customer facing responsibilities with more advanced technical troubleshooting, investigation and problem solving.
You'll work across specialist applications, cloud services, identity platforms, infrastructure technologies and integrated business systems, taking ownership of technical issues and investigating how different systems interact.
Working alongside experienced technical specialists and platform engineers, you'll gain exposure to a wide range of technologies while building the knowledge and skills required to progress into more advanced technical roles.
We don't expect you to arrive knowing every specialist platform or system we use. What matters is having a solid technical foundation, a logical approach to troubleshooting and the curiosity to investigate and understand how things work.
If you're passionate about technology, enjoy solving complex problems and want a role that offers significantly more technical depth than a traditional Service Desk position, we'd love to hear from you.
About the team You'll join our Service Operations team, working alongside experienced technical specialists and platform engineers in a highly specialised, business critical technology environment.
The team supports a broad range of interconnected applications, platforms and services, providing technical support whilst investigating and resolving issues across different technologies.
You'll have the opportunity to develop knowledge of our specialist systems, collaborate with colleagues across technical disciplines and build your capability in a role that bridges traditional IT support and technical engineering.
What You'll Be Doing

• Acting as a primary point of contact for technical incidents and service requests.
• Investigating and troubleshooting technical issues across applications, endpoints, identity services, networks and supporting infrastructure.
• Taking ownership of incidents, using structured diagnostic techniques to identify and resolve underlying issues.
• Analysing logs, system events, monitoring tools and other diagnostic information to investigate technical problems.
• Supporting Microsoft 365, Entra ID and on premise Active Directory environments.
• Investigating authentication, access management, permissions and connectivity issues.
• Supporting enterprise applications, business critical systems and their associated integrations and dependencies.
• Troubleshooting issues involving cloud services, hosted platforms, infrastructure and endpoint environments.
• Working with technical specialists and platform engineers to investigate more complex incidents.Managing and prioritising incidents and service requests in line with service levels and operational requirements.
• Communicating effectively with users and stakeholders, providing clear updates throughout the support process.
• Developing technical knowledge of our specialist platforms, applications and supporting infrastructure.
• Participating in a paid out of hours on call support rota, approximately one week in five, after successful completion of probation.

What We Are Looking For
More than anything, we're looking for someone who genuinely enjoys technology and solving technical problems.
You'll be comfortable investigating an issue that doesn't have an obvious answer, working through potential causes, using available tools and information, and taking ownership of the problem as far as reasonably possible before escalating.
We're particularly interested in candidates who can demonstrate hands on technical experience rather than simply familiarity with technologies listed on a CV.
You'll have a strong foundation in IT support, with experience across Microsoft environments and an understanding of how applications, identity services, networks and infrastructure interact.
You'll not necessarily have worked with every technology in our environment. We're looking for technical curiosity, a methodical approach to problem solving and the ability to learn and develop expertise in specialist systems.
What Success Looks Like
Success in this role is about more than managing tickets or passing incidents between teams.
You'll demonstrate the confidence and technical ability to investigate issues independently, understand how different technologies and services interact and take ownership of problems through to resolution or appropriate escalation.
You'll deliver a positive support experience for our customers whilst developing a deeper understanding of our specialist technology environment.
Over time, you'll become increasingly confident across our applications, platforms and infrastructure, building technical expertise and contributing to the wider effectiveness of the Service Operations team.
Skills & Experience We Are Looking For
You don't need to tick every box. We're looking for candidates with good experience across some of the areas below, alongside the enthusiasm and ability to learn and develop.
Minimum two years' experience in an IT support, technical support or service operations role.
Technical Support & Troubleshooting

• Strong troubleshooting, diagnostic and analytical problem solving skills.
• Experience investigating technical issues across multiple technology areas.
• Experience analysing logs, system events and diagnostic information.
• Confidence supporting both end users and business critical services.
• Ability to prioritise and manage multiple incidents and service requests.
• A proactive, ownership driven approach to investigating and resolving issues.

Applications, Platforms & Systems

• Experience supporting enterprise applications and business critical systems.
• Understanding of application configuration, integrations and service dependencies.
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