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- Tasks: Join our team to maintain and enhance IT infrastructure for optimal performance.
- Company: SecureCloud+ is a leader in secure ICT services for Defence and Security sectors.
- Benefits: Competitive salary, professional growth opportunities, and a supportive work environment.
- Why this job: Make a real impact in the defence industry while developing your technical skills.
- Qualifications: 2+ years in technical support, with strong knowledge of IT systems and networking.
- Other info: Dynamic team culture focused on personal and professional development.
The predicted salary is between 36000 - 60000 £ per year.
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This range is provided by SecureCloud+. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.
Base pay range
Direct message the job poster from SecureCloud+
We are seeking two skilled and dedicated Service Operations Engineer to join our service operations team. The successful candidates will require a 2nd line skill set with patching experience. You will play a crucial role in maintaining and enhancing our IT infrastructure, ensuring optimal performance and reliability. Helping SC+ grow into a first-class operational hub serving the defence and security industry.
The Company
SecureCloud+ specialises in providing fully managed secure ICT services to the UK\’s Defence and Security sectors, as well as other government departments with complex and demanding security requirements. SecureCloud+ prides itself on its successful track-record of delivering real benefits to its customers, but also on its ethos of investing in its employees’ personal and professional growth.
Key responsibilities for this role may include:
- Act as the first point of contact for users via phone, email, chat, or ticketing systems, providing guidance on best practices and basic technical support/troubleshooting
- As a technical escalation point for complex incidents, provide guidance and support to First Line Support Engineers, collaborating with other functions to resolve issues within agreed SLAs.
- Provide triage, troubleshooting and resolution for escalated Incident and requests related to hardware, software, networking, and cloud services.
- Monitor system performance and troubleshoot any issues with deployed technologies and platforms.
- Create documentation for common escalation scenarios to support First Line Support Engineers in responding and resolving incidents before escalating.
- Liaise with vendors and third-party providers for technical support as required.
- Escalate complex or unresolved issues to the correct resolver group within the wider Operations team.
- Manage P1 communications and technical incident calls for OOH incident.
- Provide customers with timely updates, in line with Service Level Agreements.
- Develop strong customer relationships through direct communication to achieve highest levels of customer satisfaction
- Patch systems and software within agreed timeframes to ensure functionality and integrity of all Live Services.
- Conduct thorough testing of all patches and updates as outlined in internal procedures and supplier provided supporting content, ensuring all testing is completed to a high standard.
- Coordinate and implement changes to IT systems and configurations following established change management processes and procedures, ensuring minimal disruption to operations.
Education and Experience
Education:
- ITIL (Information Technology Infrastructure Library) V4 Foundation (Additional ITIL qualifications are advantageous)
- Microsoft Certified
- CompTIA certification (A+ / Network+ / Security+)
Experience:
- Experience in working in an IT Managed Service Provider environment.
- Excellent knowledge of the use of common Service Desk technologies (e.g., IT Service Management tools, remote support tools, health monitoring tools).
- 2+ years of experience in a Service Desk or technical support role
- Strong understanding of Microsoft Windows OS, Windows Server, and Microsoft 365.
- Good Knowledge of networking fundamentals (TCP/IP, DNS, DHCP, VPN, firewalls).
- Experience with virtualization technologies (e.g., VMware, Hyper-V).
- Exposure to cloud platforms (Azure, AWS).
- Experience with scripting and automation
- Familiarity with ITIL processes and service management tools (e.g., ServiceNow, Jira Service Desk).
Are you ready to embark on this exciting career opportunity? We look forward to welcoming you to our esteemed team at SecureCloud+.
How to apply
By clicking the APPLY button you will be directed to our recruitment pages, please spend the next few minutes completing the final application steps and uploading your CV, so we can consider your interest in the role in full.
SecureCloud+ is an equal opportunities employer and does not discriminate based on age, sex, colour, religion, race, disability, or sexual orientation. Our hiring decisions are based on an individual’s experience and qualifications for the job advertised.
Seniority level
- Associate
Employment type
- Full-time
Job function
- Customer Service and Information Technology
Industries
- IT Services and IT Consulting
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Service Operations Engineer employer: SecureCloud+
Contact Detail:
SecureCloud+ Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Operations Engineer
✨Tip Number 1
Network like a pro! Reach out to folks in the industry, attend meetups, and connect with people on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by practising common questions and scenarios related to Service Operations. We recommend doing mock interviews with friends or using online platforms to get comfortable with your responses.
✨Tip Number 3
Showcase your skills! Create a portfolio or a personal website that highlights your projects and achievements. This is a great way to stand out and give potential employers a taste of what you can bring to the table.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, we love seeing candidates who take the initiative to engage directly with us.
We think you need these skills to ace Service Operations Engineer
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Service Operations Engineer role. Highlight your patching experience and any relevant IT certifications. We want to see how your skills match what we're looking for!
Showcase Your Experience: In your application, don’t just list your previous jobs. Share specific examples of how you've tackled technical issues or improved processes. This helps us understand your problem-solving skills and how you can contribute to our team.
Be Clear and Concise: When writing your application, keep it clear and to the point. Use bullet points where possible to make it easy for us to read. We appreciate straightforward communication, especially in a tech role!
Apply Through Our Website: Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy to upload your CV there!
How to prepare for a job interview at SecureCloud+
✨Know Your Tech Inside Out
Make sure you brush up on your technical skills, especially around Microsoft Windows OS, networking fundamentals, and cloud platforms like Azure and AWS. Be ready to discuss your experience with patching and troubleshooting, as these are key aspects of the Service Operations Engineer role.
✨Familiarise Yourself with ITIL Practices
Since the company values ITIL knowledge, it’s a good idea to review the ITIL V4 Foundation concepts. Be prepared to explain how you've applied ITIL processes in your previous roles, particularly in incident management and service delivery.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills. Think of specific examples where you triaged incidents or resolved complex issues. Use the STAR method (Situation, Task, Action, Result) to structure your answers clearly and effectively.
✨Showcase Your Communication Skills
As a Service Operations Engineer, you'll need to liaise with users and vendors. Practice articulating technical information in a way that's easy to understand. Highlight any experience you have in building customer relationships and providing excellent support.