Service Operations Engineer

Service Operations EngineerLocation: Stoke-on-Trent, United KingdomEmployment Type: Permanent, Full-TimeDepartment: Operations - Service OperationsSalary: Up to £35,000 per annumWorking Hours: 36 hours per week (rotating early and late shifts)About the CompanyOur client is a leading provider of secure, fully managed ICT services, supporting organisations operating within highly regulated and security-sensitive environments. The organisation is committed to delivering high-quality technology services while investing in the personal and professional development of its employees.Role OverviewThe Service Operations Engineer is responsible for providing technical support, troubleshooting, and incident resolution across hardware, software, networking, and cloud environments. The role serves as an escalation point for complex technical issues, supports service delivery activities, and ensures services are delivered in line with agreed Service Level Agreements (SLAs).Key ResponsibilitiesService Desk and Customer SupportProvide technical support to users via phone, email, chat, and ticketing systems.Deliver guidance, troubleshooting, and resolution for incidents and service requests.Provide timely customer updates in accordance with Service Level Agreements (SLAs).Build and maintain strong customer relationships to ensure high levels of customer satisfaction.Incident ManagementAct as a technical escalation point for complex incidents.Support and mentor First Line Support Engineers in ..... full job details .....