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 Manageme...