Regal Cloud
Information Technology Support Engineer
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IT Support Engineer / Operations Engineer – 24x7
Employment: Permanent, Full-Time
The Role
We are recruiting an IT Support Engineer / Operations Engineer to join the 24x7 technical support team of a growing Hampshire-based IT services provider.
This is a hands-on support role covering a broad range of customer environments, including infrastructure, connectivity, security and managed services.
You’ll provide 1st and 2nd line technical support, troubleshoot customer issues, manage support tickets and play an important role in major incident management.
The environment is particularly well suited to someone who wants to broaden their technical exposure and develop their IT career within a supportive team.
What You’ll Be Doing
- Provide technical triage, 1st line support and some 2nd line support across customer environments.
- Troubleshoot issues via phone, remote sessions and email.
- Manage and prioritise tickets in line with customer SLAs.
- Monitor customer systems and respond to alerts using documented processes.
- Maintain clear and accurate ticket documentation.
- Keep customers informed throughout the lifecycle of incidents and support cases.
- Escalate technical issues to the appropriate internal or vendor teams.
- Participate in customer calls and technical escalations.
- Support P1/P2 major incident management, including coordinating bridge calls, engaging technical resources and providing stakeholder updates.
- Work across technologies covering areas such as endpoint security, firewalls, email and web security, authentication, encryption, enterprise mobility and monitored infrastructure.
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What We’re Looking For
We’re interested in people with some previous technical support experience, but you do not need to know every technology listed above.
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We would also consider candidates earlier in their IT careers who can demonstrate strong technical aptitude, a genuine interest in technology and the ability to learn quickly.
You should have:
- Good knowledge of Microsoft operating systems.
- A logical and methodical approach to troubleshooting.
- Strong analytical and problem-solving skills.
- Excellent customer service and communication skills.
- The ability to remain calm and organised when handling multiple issues.
- A willingness to learn new technologies and develop your technical knowledge.
- Confidence communicating directly with customers.
- The ability to work effectively during high-priority incidents.
Most importantly, we’re looking for someone who enjoys solving technical problems and takes pride in getting customers back up and running.
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