IT Support Engineer: 24x7 Ops & Incident Response

Regal Cloud; England; On-site; GBP 28,000 - 38,000; Full time

Job summary

Regal Cloud in the United Kingdom is seeking an IT Support Engineer / Operations Engineer to join the 24x7 technical support team for a Hampshire-based IT services provider.

This hands-on role covers a broad range of environments, including infrastructure, connectivity, security and managed services. You will provide 1st and 2nd line technical support, troubleshoot issues, manage tickets and play a key role in major incident management.

Qualifications

• Proficient with Microsoft operating systems.
• Experience providing first line support with potential second line involvement.
• Strong customer service and communication skills.
• Good troubleshooting and problem-solving abilities.
• Experience with incident management and coordinating resolutions.

Responsibilities

• Provide technical triage, 1st line support and some 2nd line support across customer environments.
• Troubleshoot issues via phone, remote sessions and email.
• Manage and prioritise tickets in line with customer SLAs.
• Monitor customer systems and respond to alerts using documented processes.
• Maintain clear and accurate ticket documentation.
• Keep customers informed throughout the lifecycle of incidents and support cases.
• Escalate technical issues to the appropriate internal or vendor teams.
• Participate in customer calls and technical escalations.
• Support P1/P2 major incident management, including coordinating bridge calls and stakeholder updates.
• Work across technologies covering areas such as endpoint security, firewalls, email and web security, authentication, encryption, enterprise mobility and monitored infrastructure.

Skills

Microsoft OS

1st line support

2nd line support

Customer service

Troubleshooting

Incident management

Job description

Regal Cloud in the United Kingdom is seeking an IT Support Engineer / Operations Engineer to join the 24x7 technical support team for a Hampshire-based IT services provider.

This hands-on role covers a broad range of environments, including infrastructure, connectivity, security and managed services. You will provide 1st and 2nd line technical support, troubleshoot issues, manage tickets and play a key role in major incident management.