Service Operations Engineer

Overview

In this role you will deliver high-quality end-user support across hardware, software and collaboration tools, helping ensure a reliable technology experience for colleagues. You will be part of the Service Operations team, driving service excellence and continuous improvement to support business needs. The position combines hands-on technical work with process optimization and cross-team collaboration. This is a chance to impact user satisfaction and operational effectiveness at scale within a fast-growing retirement-focused company.

Pay / Benefits

• competitive salary
• pension scheme
• life assurance
• 25 days annual leave + birthday
• private medical cover
• bonus scheme

Responsibilities

• Deliver first and second-line technical support for end-user devices, peripherals and workplace technologies
• Diagnose and resolve incidents and requests in line with SLAs and quality standards
• Own and communicate updates on tickets to ensure timely resolution
• Support Windows, cloud services, networking and enterprise applications
• Configure and maintain laptops, desktops, mobile devices, printers, telephony and AV equipment
• Collaborate with internal teams and third-party suppliers to resolve issues
• Identify opportunities to improve processes, knowledge sharing and service delivery standards
• Build relationships across levels through clear, professional communication
• Contribute to team objectives and service improvement initiatives
• Provide support across multiple office locations as needed

Key requirements

• Experience in IT support within a service desk or service operations environment
• ITIL Foundation (v3 or v4) certification or strong understanding of ITSM principles
• Proficiency with Windows 11, Active Directory, Microsoft 365 and cloud services
• Experience supporting laptops, desktops, mobile devices, printers, AV equipment and collaboration tools (e.g., Microsoft Teams)
• Ability to diagnose and resolve hardware, software and application issues remotely and in person
• Experience using ITSM platforms such as ServiceNow
• Working knowledge of endpoint management and automation tools including SCCM and PowerShell
• Strong customer service and communication skills with ability to build relationships at all levels
• Proactive, solutions-focused mindset and willingness to learn new technologies including AI-powered tools
• Organised, self-motivated, and capable of managing priorities independently or in a team

• Customer-focused communication
• Collaborative mindset
• Proactive problem-solving
• Windows 11
• Active Directory
• Microsoft 365

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