Service Operations Engineer - Patch & Incident Lead

Securecloudplus; Stoke-on-Trent; On-site; GBP 28,000 - 42,000; Full time

Job summary

Securecloudplus is seeking a dedicated Service Operations Engineer to join our service operations team in the UK. The role requires a 2nd line skill set with patching experience to maintain and enhance our IT infrastructure for mission-critical defence and security industry services.

You will act as the primary contact for users, escalate complex incidents, and coordinate changes while ensuring high customer satisfaction and adherence to SLAs.

Qualifications

• ITIL-based service management experience in MSP.
• 2+ years in a Service Desk or technical support role.
• Strong Windows Server and Microsoft 365 knowledge.
• Good networking basics (TCP/IP, DNS, VPN).
• Experience with virtualization (VMware/Hyper-V) and cloud platforms (Azure/AWS).
• Familiarity with ServiceNow or Jira Service Desk.

Responsibilities

• Act as first contact for users via phone, email, chat, or ticketing systems, providing guidance on best practices and basic technical support/troubleshooting.
• As a technical escalation point for complex incidents, provide guidance and support to First Line Support Engineers, collaborating with other functions to resolve issues within SLAs.
• Provide triage, troubleshooting and resolution for escalated Incident and requests related to hardware, software, networking, and cloud services.
• Monitor system performance and troubleshoot issues with deployed technologies and platforms.
• Create documentation for common escalation scenarios to support First Line Support Engineers in responding and resolving incidents before escalating.
• Liaise with vendors and third-party providers for technical support as required.
• Escalate complex or unresolved issues to the correct resolver group within the wider Operations team.
• Manage P1 communications and technical incident calls for OOH incident.
• Provide customers with timely updates, in line with Service Level Agreements.
• Develop strong customer relationships through direct communication to achieve highest levels of customer satisfaction.
• Patch systems and software within agreed timeframes to ensure functionality and integrity of all Live Services.
• Conduct thorough testing of all patches and updates as outlined in internal procedures and supplier provided content, ensuring all testing is completed to a high standard.
• Coordinate and implement changes to IT systems and configurations following established change management processes and procedures, ensuring minimal disruption to operations.

Skills

2+ years experience

Windows OS

Microsoft 365

Networking basics

Virtualization

Cloud platforms

ITIL processes

Scripting/Automation

Education

ITIL V4 Foundation

Microsoft Certified

CompTIA A+/Network+/Security+

Tools

ServiceNow

Jira Service Desk

Remote Support Tools

Health Monitoring Tools

Job description

Securecloudplus is seeking a dedicated Service Operations Engineer to join our service operations team in the UK. The role requires a 2nd line skill set with patching experience to maintain and enhance our IT infrastructure for mission-critical defence and security industry services.

You will act as the primary contact for users, escalate complex incidents, and coordinate changes while ensuring high customer satisfaction and adherence to SLAs.