Service Operations Engineer

The Role

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 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).