IT Operations Engineer – Remote & Onsite Support

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

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.