Job Description

Role Introduction:

Our IT Managed Services business enables customers to innovate, transform, and seize new opportunities. The Technical Operations function underpins this mission by delivering enterprise-grade, 24x7x365 technical support to mid-market clients across both public and private sectors. We operate a shared services model aligned with ITIL v4, underpinned by ServiceNow, automation, and generative AI. Our 24x7 Operations squads cover infrastructure, cloud, modern workplace and core services, providing preventative management and incident response.

As a Senior Systems Engineer, you will provide third-line expertise in Windows server and cloud infrastructure technologies. This role is pivotal in maintaining system stability and resolving complex incidents across our customer base. You will combine deep technical ability with a strong service ethic, ensuring timely resolution and sharing knowledge to uplift those around you.

This is a shift-based role forming part of a 24x7 squad, responsible for live service health, incident resolution, change implementation, and proactive operations.
What You Will Do:
Provide expert-level technical support across Windows Server, Active Directory, Microsoft Azure, Microsoft 365, and virtualisation platforms. Lead on resolution of complex incidents and problems escalated by Systems Engineers and Analysts. Implement standard changes, patching, backup management and platform upgrades across customer environments. Act as technical escalation point within the squad and during shift; maintain clear records within ITSM tooling. Collaborate with engineers across shifts to ensure accurate handovers and continuity of service. Use CMDB, dependency mapping and monitoring insights to support root cause analysis and reduce recurrence. Contribute to and enhance operational runbooks and knowledge articles in ServiceNow. Support continual service improvement by identifying trends and recommending monitoring, automation, or documentation improvements. Apply critical thinking to emerging issues and adapt quickly to changing operational conditions. Provide informal mentoring to Engineers and Analysts on shift, acting as a technical role model.

What You Will Have:
Deep technical experience supporting Microsoft Windows Server environments and Azure-based infrastructure. Working knowledge of Microsoft 365 administration and integration. Experience with virtualisation technologies (VMware/Hyper-V), storage platforms and backup tools. Strong troubleshooting skills across infrastructure platforms and multi-tenant environments. Familiarity with monitoring tools (e.g. LogicMonitor) and ITSM platforms (e.g. ServiceNow). Demonstrable knowledge of ITIL v4 processes including Incident, Problem, and Change Management. Strong communication skills and ability to convey complex technical detail clearly. Practical awareness of ISO27001, patching standards, and configuration control. A proactive approach, with the confidence to take ownership of incidents. Eligibility for UK Government Security Check (SC) clearance.

Desirable Skills and Experience

Microsoft Certified: Azure Administrator Associate or equivalent. Experience contributing to major incident or service restoration activities. Exposure to automation or scripting (e.g. PowerShell). Understanding of networking fundamentals and perimeter security. Experience working in a shared services or MSP environment.

Additional Information

This is a shift-based role forming part of a 24x7 operations squad. Candidates must be willing and able to work a 24x7 pattern including nights, weekends, and public holidays.
What We Do For You:

Wellbeing focused

- Our people are our greatest assets, and ensuring everyone feels their best self to come to work is integral

Annual Leave

- 26 days of annual leave, plus public holidays and the ability to buy additional days

Employee Assistance Programme

- Free advice, support, and confidential counselling available 24/7 through Care First

Personal Growth

- Regardless of where you are at in your career, we're committed to enabling your growth personally and professionally

Development Programmes

- From Future Managers to Leadership Training, our development programmes help you get where you need to go

Performance Bonus

- Our Group-wide bonus scheme enables you to reap the rewards of your success

Financial wellbeing -

We understand as well as your mental wellbeing, your financial wellbeing is really important

Pension Scheme

- Our plan with Scottish Widows offers 5% matched contribution by the company

Income protection insurance

- Providing you with support and assistance when you need it most

Recognition

- Highlighting and rewarding the great work our people do

Performance & Talent

- Our own technology platform that allows you to get real-time feedback, conversations and goals to help you become your best self

Making a Difference

- we provide opportunities to help our people make a difference to the causes they care about

MatchIt!

- Fundraise for a cause close to your heart and OneAdvanced will match part of the funding

Volunteering Time

- Our volunteering leave scheme allows you to use your time to help those who need it

Pennies from Heaven

- donate the pennies from your pay check to help make a difference without lifting a finger

Who We Are:

OneAdvanced is one of the UK's largest providers of business software and services serving 20,000+ global customers with an annual turnover of 330M+. We manage 1.5 million 111 calls per month, support over 2 million Further Education learners across the UK, handle over 10 million wills, and so much more. Our mission is to

power the world of work

and, as you can see, our software underpins some of the UK's most critical sectors.

We invest in our brilliant people. They are at the heart of our success as we strive to be a diverse, inclusive and engaging place to work that not only powers the world of work, but empowers the growth, ambitions and talent of our people.

To learn more about working at OneAdvanced please click here