Service Operations Engineer

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
  • Good understanding of:
    • 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.