IT Operations Engineer – Enable Seamless Tech

Partnerize; Newcastle; On-site; GBP 45,000 - 60,000; Full time

Benefits offered by this job

25 days holiday

Enhanced pension

Cycle to Work

Eye care vouchers

Private medical insurance

Life assurance

Wellness program

Job summary

Partnerize is seeking an Internal IT Engineer to join our Tech-Ops group in the Newcastle area. You will ensure that the business is equipped to handle daily duties across security, infrastructure, applications and IT services, with strong focus on documentation and SOPs.

You will operate with minimal supervision, handle tickets, incidents, and communicate effectively with end users and teams, while aligning with SLAs and OLAs. Travel to the Newcastle office 1–2 times per month is expected.

Qualifications

• Experience in a help/service desk support role managing service requests in a ticketing system.
• Experience of end user technical support, resolving customer issues in a timely manner.
• Experience supporting end user Windows devices.
• Experience managing Microsoft infrastructure.
• Knowledge of MDM/UEM systems.

Responsibilities

• Work closely with teams throughout the business to ensure technical issues and projects are correctly managed.
• Respond to every incoming request following standard operating procedures.
• Ensure the processes and SOPs are reviewed to improve support quality.
• Monitor tickets and ensure resolution within SLAs and OLAs.
• Provide clear ticket updates with status and context to end users.
• Collaborate with resolver groups to improve IT solutions.
• Report performance to the Internal IT Lead for recognition.
• Manage and monitor all IT support tickets for smooth operation.
• Understand service management frameworks and processes.
• Investigate, diagnose and resolve major incidents.
• Approve changes via the Change Advisory Board and follow processes.
• Contribute to post-incident RCA meetings with improvement ideas.
• Undertake training and read manuals or online content.
• Write technical documentation.
• Support global customers.
• Translate technical details into business language for teams and customers.
• Plan and organise workload to meet SLAs and deadlines.

Skills

Helpdesk support

Windows support

Microsoft infrastructure

MDM/UEM

Communication skills

Tools

Google Workspace

Office 365

Azure Active Directory

Job description

Partnerize is seeking an Internal IT Engineer to join our Tech-Ops group in the Newcastle area. You will ensure that the business is equipped to handle daily duties across security, infrastructure, applications and IT services, with strong focus on documentation and SOPs.

You will operate with minimal supervision, handle tickets, incidents, and communicate effectively with end users and teams, while aligning with SLAs and OLAs. Travel to the Newcastle office 1–2 times per month is expected.