At a Glance
- Tasks: Provide technical support and troubleshoot issues across hardware, software, and cloud environments.
- Company: Leading provider of secure ICT services with a focus on employee development.
- Benefits: Up to £35,000 salary, flexible working hours, and opportunities for professional growth.
- Other info: Encourages diverse applicants and offers support throughout the recruitment process.
- Why this job: Join a dynamic team and make a real impact in a tech-driven environment.
- Qualifications: 2+ years in technical support and strong knowledge of IT systems.
The predicted salary is between 35000 - 35000 £ per year.
Location: Stoke-on-Trent, United Kingdom
Employment Type: Permanent, Full-Time
Department: Operations - Service Operations
Salary: Up to £35,000 per annum
Working Hours: 36 hours per week (rotating early and late shifts)
About the Company: Our client is a leading provider of secure, fully managed ICT services, supporting organisations operating within highly regulated and security-sensitive environments. The organisation is committed to delivering high-quality technology services while investing in the personal and professional development of its employees.
Role Overview: The Service Operations Engineer is responsible for providing technical support, troubleshooting, and incident resolution across hardware, software, networking, and cloud environments. The role serves as an escalation point for complex technical issues, supports service delivery activities, and ensures services are delivered in line with agreed Service Level Agreements (SLAs).
Key Responsibilities
- Service Desk & Customer Support
- Provide technical support to users via phone, email, chat, and ticketing systems.
- Deliver guidance, troubleshooting, and resolution for incidents and service requests.
- Provide timely customer updates in accordance with Service Level Agreements (SLAs).
- Build and maintain strong customer relationships to ensure high levels of customer satisfaction.
- Incident Management
- Act as a technical escalation point for complex incidents.
- Support and mentor First Line Support Engineers in resolving technical issues.
- Escalate unresolved issues to the appropriate resolver groups when necessary.
- Manage Priority 1 (P1) communications and support out-of-hours incident management activities.
- Technical Operations
- Monitor system performance and troubleshoot issues across deployed technologies and platforms.
- Patch systems and software within agreed timescales to maintain service availability and security.
- Conduct thorough testing of patches and updates in line with internal procedures and vendor recommendations.
- Coordinate and implement changes to IT systems and configurations while minimising operational disruption.
- Documentation & Collaboration
- Create and maintain documentation and knowledge articles for common incidents and escalation scenarios.
- Liaise with vendors and third-party providers for technical assistance where required.
- Collaborate with internal teams to ensure effective service delivery and issue resolution.
Required Qualifications
- Certifications (Preferred):
- ITIL® 4 Foundation Certification
- Microsoft Certifications
- CompTIA Certifications (A+, Network+, and/or Security+)
Required Experience & Skills
- Experience: Minimum of 2 years' experience in a Service Desk, Technical Support, Service Operations, or similar role. Experience working within an IT Managed Service Provider (MSP) environment.
- Technical Skills: Strong knowledge of:
- Microsoft Windows Operating Systems
- Windows Server
- Microsoft 365
- Networking fundamentals (TCP/IP, DNS, DHCP, VPNs, Firewalls)
- Virtualisation technologies (VMware, Hyper-V)
- Cloud platforms (Microsoft Azure, AWS)
- Scripting and automation concepts
- IT Service Management (ITSM) tools and processes
- Service management platforms such as ServiceNow and Jira Service Management
Due to the nature and urgency of this post, candidates holding or who have held high level security clearance in the past are most welcome to apply. Successful applicants will be required to be security cleared prior to appointment, which can take a minimum of 10 weeks. We welcome applications from all individuals, regardless of background or identity, and we encourage candidates who may not meet every listed requirement to still apply. If you require any adjustments or support during the recruitment process, please let us know and we will work with you to ensure a fair and accessible experience.
Service Operations Engineer in England employer: LA International
As a leading provider of secure ICT services in Stoke-on-Trent, our client offers a dynamic work environment that prioritises employee development and satisfaction. With a strong commitment to high-quality service delivery, employees benefit from comprehensive training opportunities, a collaborative culture, and the chance to work on cutting-edge technology in a supportive team setting. The company values diversity and inclusivity, ensuring that all employees feel valued and empowered to grow within their roles.
StudySmarter Expert Advice🤫
We think this is how you could land Service Operations Engineer in England
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what LA International values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
✨Show Off Your Skills
Create a personal project or case study relevant to the challenges LA International might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
✨Leverage LinkedIn for Connections
Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at LA International!
✨Direct Apply to LA International
Let's not forget to apply directly through the LA International website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
We think you need these skills to ace Service Operations Engineer in England
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at LA International.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at LA International. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at LA International
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
