At a Glance
- Tasks: Support users and troubleshoot IT issues while enhancing our tech infrastructure.
- Company: Join a leading service operations team in the defence and security sector.
- Benefits: Competitive salary, professional development, and a dynamic work environment.
- Other info: Great opportunity for career growth in a collaborative and innovative setting.
- Why this job: Make a real impact by ensuring optimal performance of critical IT services.
- Qualifications: 2+ years in technical support with strong knowledge of IT systems and networking.
The predicted salary is between 40000 - 45000 £ per year.
We are seeking a dedicated Service Operations Engineer to join our service operations team. The successful candidate 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.
Key Responsibilities
- 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 incidents 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 incidents.
- 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 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).
Service Operations Engineer in Stoke-on-Trent employer: Securecloudplus
Join our dynamic team as a Service Operations Engineer, where you will be at the forefront of maintaining and enhancing our IT infrastructure in a supportive and collaborative environment. We pride ourselves on fostering a culture of continuous learning and professional development, offering ample opportunities for growth within the defence and security sector. Located in a vibrant area, we provide a flexible work-life balance and a commitment to employee well-being, making us an exceptional employer for those seeking meaningful and rewarding careers.
StudySmarter Expert Advice🤫
We think this is how you could land Service Operations Engineer in Stoke-on-Trent
✨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 Securecloudplus 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 Securecloudplus 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 Securecloudplus!
✨Direct Apply to Securecloudplus
Let's not forget to apply directly through the Securecloudplus 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 Stoke-on-Trent
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 Securecloudplus.
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 Securecloudplus. 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 Securecloudplus
✨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.
