Role Summary
As a Technical Support Consultant you will provide advanced technical and application support across MRI Software's cloud and on-premise environments. Working within a high-performing Managed Services and Operations function, the role focuses on delivering excellent customer outcomes, supporting AI-enabled workflows, and contributing to the continuous improvement of services, processes, and operational capabilities.
You will work closely with Technical Operations, Engineers, Application Consultants, NOC/GDC teams, and cross-functional stakeholders to investigate complex issues, support service delivery, maintain platform stability, and ensure a high-quality experience for local authority and central government customers.
We understand the need to provide a flexible working environment partnered with team collaboration and socialisation. Therefore, we operate a hybrid working model with 3 days of working from home per week. This role is based in the London office.
Key Responsibilities
Investigate, diagnose, and resolve technical issues across customer environments.
Administer and support Linux and Windows server infrastructure, ensuring reliability, stability, and performance.
Support database platforms, including monitoring, maintenance, backup, recovery, and performance investigations.
Support MRI applications, web services, integrations, and associated technology platforms.
Plan and deliver software upgrades, patching, and environment maintenance activities.
Monitor platform health, analyse trends, and proactively identify opportunities to improve service reliability and customer experience.
Collaborate with Product, Engineering, Cloud Operations, Infrastructure, and Network teams to investigate and resolve complex technical issues.
Support major incident investigations and contribute to root cause analysis and service improvement activities.
Create and maintain technical documentation, knowledge articles, operational procedures, and support guidance.
Identify opportunities for automation and process optimization to improve operational efficiency and service delivery.
Contribute to the adoption of AI-assisted support processes and tooling to enhance productivity, knowledge sharing, and customer outcomes.
Build strong relationships with customers and internal stakeholders, providing a high standard of technical support and communication.
Share technical knowledge and provide guidance to colleagues, contributing to continuous learning and team development.
Ensure service commitments, operational standards, and quality expectations are consistently achieved.
Skills and Experience
Essential
Experience supporting enterprise applications within a technical support, managed services, or operations environment.
Strong troubleshooting, analytical, and problem-solving skills.
Experience administering Linux and/or Windows Server environments.
Some understanding of networking technologies, including DNS, TCP/IP, SSL, firewalls, and remote connectivity.
Deliver excellent customer service through high-quality written and verbal communication, building strong relationships and effectively managing stakeholders at all levels.
Successfully manage competing priorities and work effectively in a fast-paced environment, ensuring customer commitments and key deadlines are consistently met.
Desirable
Experience supporting cloud-hosted platforms and services.
Experience with relational database management system (RDBMS) administration, monitoring, and maintenance.
Experience supporting public sector, local authority, or central government customers.
Experience with scripting, automation, or infrastructure tooling.
Experience using AI-assisted tools such as Microsoft Copilot to improve efficiency and service delivery.
Why Join Us
Work with a broad range of technologies across cloud and on-premise environments.
Play a key role in supporting critical services used by local authorities and central government organisations.
Develop…