Service Management Engineer

Expleo; Derby; On-site; GBP 30,000 - 45,000; Full time

Job summary

A leading company in the technology sector is seeking a Service Management Engineer for second-line technical support across IT systems. The role is crucial for maintaining stability, performance, and usability of their IT infrastructure. Responsibilities include troubleshooting issues, managing tickets, and collaborating with teams to ensure the best service for users. Ideal candidates will have strong IT support experience and be customer-focused, capable of multitasking in a collaborative environment.

Benefits

Collaborative working environment

Training opportunities through Expleo Academy

Competitive company benefits

Qualifications

• Strong experience with Microsoft technologies (Windows 10/11, Office 365).
• Familiarity with networking concepts (TCP/IP, DNS, DHCP, VPN).
• IT support experience, including at least 1 year at Level 2.

Responsibilities

• Diagnose and resolve Level 2 technical issues in hardware and software.
• Act as an escalation point for Level 1 support and manage tickets.
• Collaborate with security, network, and infrastructure teams.

Skills

Troubleshooting

Diagnostic skills

Customer-focused attitude

Communication

Multitasking

Attention to detail

Team player

Education

ITIL Foundation certification

Tools

ServiceNow

Remote support tools

SCCM

Intune

Job description

Overview

We are seeking a skilled and proactive Service Management Engineer to provide second-line technical support for IT systems and users across the organization. This role is critical in ensuring the stability, performance, and usability of our IT infrastructure by resolving escalated issues from Level 1 support and maintaining core systems and services.

Responsibilities

• Diagnose and resolve Level 2 technical issues in hardware, software, networks, and end-user devices (Windows, Mac, mobile)
• Act as an escalation point for Level 1 support; manage tickets via ITSM tools (e.g., ServiceNow)
• Provide support for Office 365, Active Directory, VPNs, printing, and security tools
• Perform user account administration (AD, Exchange, M365), device imaging, and system configuration
• Collaborate with infrastructure, network, and security teams for issue resolution
• Understand and support the wide range of applications in use.
• Install, configure, and maintain laptops, desktops, printers, and peripherals
• Support remote users and troubleshoot connectivity issues
• Assist with software deployments, patching, and endpoint management (e.g., SCCM, Intune)
• Document known issues and workarounds in the knowledge base
• Ensure compliance with IT policies, procedures, and security best practices
• Participate in projects such as upgrades, rollouts, and office setups

Qualifications

• Strong experience with Microsoft technologies (Windows 10/11, Office 365, Active Directory)
• Familiarity with networking concepts (TCP/IP, DNS, DHCP, VPN)
• Experience using remote support tools (e.g., TeamViewer, RDP)
• Understanding of ticketing systems and service desk operations
• ITIL Foundation certification (preferred)

Essential skills

• Excellent troubleshooting and diagnostic skills
• Strong verbal and written communication skills
• Customer-focused attitude with a sense of urgency
• Ability to prioritize, multitask, and meet deadlines
• High attention to detail and methodical work habits
• Team player with a proactive mindset
• Willingness to learn and adapt to new technologies

Desired skills

• Experience with MacOS or Linux
• Knowledge of cloud services (AWS)
• Scripting knowledge (PowerShell, Bash)
• Certifications (CompTIA A+/Network+, Microsoft MCP/MCSA, etc.)

Experience

• IT support experience, including at least 1 year at Level 2

Benefits

• Collaborative working environment - we stand shoulder to shoulder with our clients and our peers through good times and challenges
• We empower all passionate technology loving professionals by allowing them to expand their skills and take part in inspiring projects
• Expleo Academy - enables you to acquire and develop the right skills by delivering a suite of accredited training courses
• Competitive company benefits
• Always working as one team, our people are not afraid to think big and challenge the status quo

• As a Disability Confident Committed Employer we have committed to:
  • Ensure our recruitment process is inclusive and accessible
  • Communicating and promoting vacancies
  • Offering an interview to disabled people who meet the minimum criteria for the job
  • Anticipating and providing reasonable adjustments as required
  • Supporting any existing employee who acquires a disability or long term health condition, enabling them to stay in work at least one activity that will make a difference for disabled people

"We are an equal opportunities employer and welcome applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation or age".

We treat everyone fairly and equitably across the organisation, including providing any additional support and adjustments needed for everyone to thrive