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Service Operations Engineer
Just Group plc. Deliver first- and second-line technical support for end-user devices, peripherals, and workplace technologies .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in providing technical support for end-user devices and workplace technologies, with a strong focus on Windows operating systems, cloud services, and IT service management principles. Capable of managing incidents and service requests effectively while fostering positive relationships and continuous improvement.
Highest-signal resume keywords
ITIL Foundation CertificationWindows 11 ProficiencyServiceNow ExperienceActive Directory ManagementCustomer Service Skills
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Technical SupportIncident ResolutionTroubleshootingDevice ConfigurationEndpoint ManagementAutomation ToolsService Desk OperationsCloud Services SupportAudio-Visual Equipment SupportCollaboration Tools
Soft Skills
Communication SkillsRelationship BuildingProactive Problem SolvingOrganizational SkillsTeam Collaboration
Tools & Technologies
Microsoft 365SCCMPowerShellIT Service Management PlatformsVideo Conferencing Systems
Certifications & Qualifications
ITIL Foundation (v3 or v4)
Industry Keywords
End-User SupportService OperationsIncident ManagementService Delivery StandardsKnowledge Management
Tech Stack
Tools & technologiesCloudITSMServiceNow
About the role
Key responsibilities & impact- Deliver first- and second-line technical support for end-user devices, peripherals, and workplace technologies
- Diagnose and resolve incidents and service requests in line with service levels and quality standards
- Own support tickets, providing accurate updates, communication, and timely resolution
- Support and troubleshoot Windows operating systems, cloud-based services, networking, and enterprise applications
- Configure, deploy, and maintain laptops, desktops, mobile devices, printers, telephony, and audio-visual equipment
- Collaborate with internal teams and third-party suppliers to resolve technical issues
- Identify opportunities to improve processes, knowledge sharing, and service delivery standards
- Build positive working relationships with colleagues at all levels
- Contribute to team objectives, operational projects, and service improvement initiatives
- Provide support across multiple office locations when required
- Respond to incidents and service requests through the IT service management platform
- Support meeting rooms, video conferencing facilities, and audio-visual systems
- Assist with onboarding and offboarding, including device provisioning and access management
- Monitor ticket queues and prioritise workload to meet service level commitments
- Document solutions, update knowledge articles, and share best practices
- Escalate complex issues and coordinate with specialist teams
- Provide technical support during office moves, equipment rollouts, and technology upgrades
- Maintain accurate asset, incident, and request records
Requirements
What you’ll need- Experience providing IT support within a service desk, service operations, or end-user support environment
- ITIL Foundation (v3 or v4) certification, or a good understanding of IT service management principles
- Proficiency working with Windows 11, Active Directory, Microsoft 365, and cloud services
- Experience supporting laptops, desktops, mobile devices, printers, audio-visual equipment, and collaboration tools, including Microsoft Teams
- Ability to diagnose, troubleshoot, and resolve hardware, software, and application issues remotely and in person
- Experience using IT service management platforms, such as ServiceNow, to manage incidents, requests, and problem records
- Working knowledge of endpoint management and automation tools, including SCCM and PowerShell
- Strong customer service and communication skills
- Ability to build effective relationships and support colleagues at all levels
- Proactive, solutions-focused, and committed to continuous improvement
- Willingness to learn new technologies, including AI-powered tools and automation
- Highly organised and self-motivated
- Ability to manage priorities and take ownership of issues through to resolution
- Ability to work independently and as part of a team
Benefits
Comp & perks- A competitive salary
- Pension scheme
- Life assurance
- 25 days annual leave plus an additional day for your birthday
- Private medical cover
- Income protection
- Generous and highly achievable bonus scheme
- Opportunities to progress your career in-role and within the company
- Free access to the Headspace app
- 24/7 employee assistance helpline
- Trained physical and mental health first aiders
- Employee funded benefits via the online benefits portal
- Additional purchase options for employees and loved ones