Technology Engineer

Own the day-to-day running of BW’s IT service desk and field support function, ensuring every employee receives rapid, expert help with the hardware, software, networks, and security controls they rely on.

• Proactively follow up on tickets and CSAT surveys.
• Balance multiple open cases against business impact.
• Lead, develop and inspire junior members of the team through technical walkthroughs, mentoring and shadowing.
• Support the adoption of new tools and processes as part of our continuous digital transformation.
• Use ticket analytics to identify automation opportunities, drive shift-left initiatives, and improve service delivery.
• Provide on-site support to project locations across Central London.
• Run phishing simulations, incident playbooks and device-compliance audits.
• Operate a friendly and professional helpdesk: monitor tickets, calls and walk-ups.
• Ensure alignment with BW’s commitment to Cyber Essentials Plus and information security best practice.
• Drive corrective actions that protect and improve the user experience.
• Collaborate with the IT Manager on threat monitoring, investigations and ISO 27001 compliance.
• Triage, troubleshoot, resolve or assign cases promptly.
• Support their professional development, aligning to BW’s Sauce leadership framework.
• Document and communicate change windows and outcomes across the business.
• Coordinate major incident response, keeping users informed until full closure and post-incident review.
• Enforce MFA, conditional access, vulnerability patching and CIS-aligned baselines.
• Plan and execute application upgrades, Intune policy changes and security updates with minimal user disruption.
• Provide support for switching, VPN, hardware, OS, and basic LAN/WAN faults.
• Maintain a living knowledge base, SOPs and runbooks in FreshService.
• Analyse service trends against SLA targets.
• Set up and verify temporary site networks (4G/5G links), edge devices (360° cameras, IoT sensors) and ensure security/performance standards are met.
• Build, patch and support Windows laptops, macOS devices, iOS/iPadOS mobiles and tablets via Intune/Autopilot/Kandji.
• Act as a champion for smarter ways of working, leveraging data, AI and automation to deliver better outcomes for BW and our clients.

• Strong knowledge of networking (LAN/WAN, switching, firewalls, VPN) and troubleshooting connectivity issues.
• Understanding of SQL databases (Azure SQL, Supabase) and their integration into reporting tools such as Power BI.
• Technical expertise across Microsoft 365, Azure Active Directory, Intune, Autopilot, and Windows/macOS environments.
• Familiarity with cloud storage and collaboration platforms such as Egnyte, SharePoint, and Microsoft Teams.
• Strong communication and coaching skills — able to support colleagues at all levels and contribute to BW’s culture of Big Ambitions, Grounded Confidence, Integrity, and 0% Ego.
• Experience supporting mobile device management (iOS/iPadOS, rugged devices).
• Hands-on understanding of cybersecurity frameworks (ISO 27001:2022, ISO 22301, Cyber Essentials Plus, CIS controls).
• A proactive approach to automation, AI adoption and process improvement in support of BW’s wider Data & Intelligence Strategy.
• Proven ability to manage service desks, incidents, and SLAs using ITIL best practices.