SecureCloud+
Service Operations Engineer
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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
- 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.
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Education and Experience
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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).
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