Service Operations Engineer

Service Operations Engineer
Location: Stoke-on-Trent, United Kingdom
Employment Type: Permanent, Full-Time
Department: Operations - Service Operations
Salary: Up to £35,000 per annum
Working Hours: 36 hours per week (rotating early and late shifts)

About the Company
Our client is a leading provider of secure, fully managed ICT services, supporting organisations operating within highly regulated and security-sensitive environments. The organisation is committed to delivering high-quality technology services while investing in the personal and professional development of its employees.

Role Overview
The Service Operations Engineer is responsible for providing technical support, troubleshooting, and incident resolution across hardware, software, networking, and cloud environments. The role serves as an escalation point for complex technical issues, supports service delivery activities, and ensures services are delivered in line with agreed Service Level Agreements (SLAs).

Key Responsibilities
Service Desk & Customer Support
Provide technical support to users via phone, email, chat, and ticketing systems.
Deliver guidance, troubleshooting, and resolution for incidents and service requests.
Provide timely customer updates in accordance with Service Level Agreements (SLAs).
Build and maintain strong customer relationships to ensure high levels of customer satisfaction.
Incident Management
Act as a technical escalation point for complex incidents.
Support and mentor First Line Support Engineers in resolving technical issues.
Escalate unresolved issues to the appropriate resolver groups when necessary.
Manage Priority 1 (P1) communications and support out-of-hours incident management activities.
Technical Operations
Monitor system performance and troubleshoot issues across deployed technologies and platforms.
Patch systems and software within agreed timescales to maintain service availability and security.
Conduct thorough testing of patches and updates in line with internal procedures and vendor recommendations.
Coordinate and implement changes to IT systems and configurations while minimising operational disruption.
Documentation & Collaboration
Create and maintain documentation and knowledge articles for common incidents and escalation scenarios.
Liaise with vendors and third-party providers for technical assistance where required.
Collaborate with internal teams to ensure effective service delivery and issue resolution.
Required Qualifications
Certifications (Preferred)
ITIL® 4 Foundation Certification
Microsoft Certifications
CompTIA Certifications (A+, Network+, and/or Security+)
Required Experience & Skills
Experience
Minimum of 2 years' experience in a Service Desk, Technical Support, Service Operations, or similar role.
Experience working within an IT Managed Service Provider (MSP) environment.
Technical Skills
Strong knowledge of:
Microsoft Windows Operating Systems
Windows Server
Microsoft 365
Good understanding of:
Networking fundamentals (TCP/IP, DNS, DHCP, VPNs, Firewalls)
Virtualisation technologies (VMware, Hyper-V)
Cloud platforms (Microsoft Azure, AWS)
Scripting and automation concepts
IT Service Management (ITSM) tools and processes
Service management platforms such as ServiceNow and Jira Service Management


Due to the nature and urgency of this post, candidates holding or who have held high level security clearance in the past are most welcome to apply. Please note successful applicants will be required to be security cleared prior to appointment which can take a minimum 10 weeks. LA International is an award-winning partner of choice for many of the world's most influential companies and government organisations. Holding Enhanced Government Security Accreditation, we are recognised as the European market leader in the delivery of Security Cleared talent to organisations that demand the very highest levels of security, compliance and assurance.

An award-winning organisation, having secured the prestigious Queens Award for Enterprise: International Trade over multiple years. We are committed to fostering an inclusive, equitable and accessible workplace where everyone feels valued and supported. We welcome applications from all individuals, regardless of background or identity, and we encourage candidates who may not meet every listed requirement to still apply. If you require any adjustments or support during the recruitment process, please let us know and we will work with you to ensure a fair and accessible experience.

Please Note: If a high volume of applications is received, only candidates shortlisted will be contacted.