IT Engineer

Cegal; Greater London; Hybrid; GBP 28,000 - 38,000; Full time

Job summary

Cegal is seeking an IT Engineer to join our UK IT Operations team in London. This hands-on role involves investigating and resolving technical support cases, taking ownership from initial contact to resolution, with a mix of on-site and remote work as required by the business.

You will work across endpoint, server and network operations, delivering strong customer service and building expertise in our ITIL-aligned processes while contributing to continuous improvement across operations.

Qualifications

• Around 1 - 4 years of experience in an IT service operations environment.
• Experience providing technical support to enterprise customers.
• Broad knowledge of Microsoft technologies and cloud services.
• Knowledge of installing, configuring, troubleshooting and maintaining desktop and server hardware and software.
• Understanding of networking principles and technologies such as VPN configuration, DNS, switching and associated network hardware.
• An understanding of ITIL. ITIL Foundation certification would be desirable.
• Knowledge of ServiceNow or similar ITSM tooling would be beneficial.

Responsibilities

• Provide onsite and remote technical support to Cegal UK customers.
• Take ownership of incidents, service requests and problem tickets throughout their lifecycle, working within ITSM processes, ITIL framework and agreed service levels.
• Diagnose and resolve operational problems and technical queries as efficiently as possible.
• Provide technical escalation support for phone and live-chat enquiries.
• Escalate potential service issues and outages appropriately to minimize customer impact.
• Liaise with external service providers to resolve incidents and complete service requests.
• Build your knowledge of customer environments, operating systems, standard applications and computer hardware.
• Create and update documentation to strengthen our knowledge base.
• Support technical deliveries and projects when required.
• Contribute to continuous improvement across customer operations.

Skills

IT service operations

Enterprise support

Microsoft technologies

Networking principles

ITIL familiarity

ServiceNow knowledge

Tools

ServiceNow

Job description

IT Engineer

Are you our new IT Engineer?

At Cegal, we turn complex IT into digital success stories for the energy industry. We bring together cloud, data, AI, applications and infrastructure to support technology that customers depend on in mission‑critical environments.

We are looking for an IT Engineer to join our UK IT Operations team. This is a hands‑on role where you will investigate and resolve technical support and field services cases for Cegal customers while taking ownership of incidents and requests from initial contact through to successful resolution.

You will work remotely and onsite according to business requirements, delivering a consistently high level of customer service while developing your expertise across endpoint, server and network operations.

Your responsibilities

• Provide onsite and remote technical support to Cegal UK customers.
• Take ownership of incidents, service requests and problem tickets throughout their lifecycle, working within our ITSM processes, ITIL framework and agreed service levels.
• Diagnose and resolve operational problems and technical queries as efficiently as possible.
• Provide technical escalation support for phone and live‑chat enquiries.
• Escalate potential service issues and outages appropriately to minimize customer impact.
• Liaise with external service providers to resolve incidents and complete service requests.
• Build your knowledge of customer environments, operating systems, standard applications and computer hardware.
• Create and update documentation to strengthen our knowledge base.
• Support technical deliveries and projects when required.
• Contribute to continuous improvement across customer operations.

Who you are?

We think you will thrive in this role if you are curious, structured and quality‑focused, enjoy solving technical problems and take ownership of delivering good customer experience. You communicate clearly, build strong working relationships, and bring a practical, can‑do approach to your work.

You will bring:

• Around 1 - 4 years of experience in an IT service operations environment.
• Experience providing technical support to enterprise customers.
• Broad knowledge of Microsoft technologies and cloud services.
• Knowledge of installing, configuring, troubleshooting and maintaining desktop and server hardware and software.
• Understanding of networking principles and technologies such as VPN configuration, DNS, switching and associated network hardware.
• Strong customer service skills and the ability to provide support by phone, in person and through written communication.
• An understanding of ITIL. ITIL Foundation certification would be desirable.
• Knowledge of ServiceNow or similar ITSM tooling would be beneficial.

Practical details

The role is office‑based in London full‑time or Thames Ditton (3 days a week), with remote and onsite customer work depending on business requirements. Normal shift coverage is between 07:00 and 17:30, Monday to Friday, working 40 hours per week. Participation in the out‑of‑hours standby rota forms part of the role’s 24‑hour service requirements.

Why us?

Cegal is the place for people who want to have an impact. We build technology for the energy sector where performance matters, decisions have consequences, and smart solutions make a real difference.

We don’t define you by title or hierarchy, but by your contributions. We believe great things happen when we dare to raise the bar for ourselves and each other, driven by our values of accountability, innovation, proactivity and fuss fighting.

Because at Cegal

You matter.

Working in Cegal offers great opportunities for professional development and social engagement:

• Career paths - Advance your career with trainee programs, mentorship, growth dialogue.
• Influence - Ideal company size - global impact, yet stand out and make a difference
• Professional growth – Benefit from a training budget and dedicated time for learning and growth, while enjoying access to digital courses and our very own certification center.
• clubs, including football, game nights, wine tasting, and company trips.
• Technology - We are passionate about new tech. Test the latest technologies and implement them in real‑world scenarios.
• Work‑life balance - Enjoy a supportive and flexible work environment that enables you thrive both professionally and personally.

Location

London

Salary band

£28,000 -£38,000

Questions?

Contact the hiring manager Karlouise Freelove - [e-mail]

This is a direct company recruitment. We will not accept applications or candidates via employment agencies. As a candidate you will need to have a valid working visa for the UK. Cegal does not sponsor visas. For successful candidates, Cegal might ask for consent to perform a background check.