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We are seeking two skilled and dedicated Service Operations Engineer to join our service operations team. The successful candidates 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.
The Company
SecureCloud+ specialises in providing fully managed secure ICT services to the UK's Defence and Security sectors, as well as other government departments with complex and demanding security requirements. SecureCloud+ prides itself on its successful track-record of delivering real benefits to its customers, but also on its ethos of investing in its employees’ personal and professional growth.
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).
Are you ready to embark on this exciting career opportunity? We look forward to welcoming you to our esteemed team at SecureCloud+.
How to apply
By clicking the APPLY button you will be directed to our recruitment pages, please spend the next few minutes completing the final application steps and uploading your CV, so we can consider your interest in the role in full.
SecureCloud+ is an equal opportunities employer and does not discriminate based on age, sex, colour, religion, race, disability, or sexual orientation. Our hiring decisions are based on an individual’s experience and qualifications for the job advertised.
Seniority level
* Associate
Employment type
* Full-time
Job function
* Customer Service and Information Technology
Industries
* IT Services and IT Consulting
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