The Role:We're looking for a Technical Support & Service Operations Engineer to join our Technology team. This role is primarily focused on providing excellent technical support to colleagues across the business while also helping manage incidents and improve our IT service operations. You'll be the go-to person for resolving technology issues, supporting our users, and helping ensure our services remain stable and reliable. This is an ideal opportunity for someone who enjoys hands-on technical support but is also interested in learning and developing skills in Incident and Problem Management within an ITIL environment.
What You'll Be Doing
Technical Support Provide day-to-day support for laptops, desktops, mobile devices and business applications. Troubleshoot hardware, software and access-related issues. Support Windows and mac OS devices. Manage user accounts and access through Microsoft 365 and Azure AD (Entra ID). Support Microsoft Teams. Provision equipment for new starters and manage leavers' access. Support device management through Microsoft Intune and Jamf. Create and maintain support documentation and knowledge articles.
Incident & Service Operations Manage and coordinate incidents through to resolution. Ensure tickets are logged, prioritized and updated correctly. Monitor support queues and help meet service level targets. Support Major Incident activities when required. Work closely with technical teams and third-party suppliers to resolve issues. Assist with Root Cause Analysis for recurring or high-impact incidents. Identify trends and opportunities to improve service reliability. Help maintain accurate records within Jira Service Management and Confluence.
What We're Looking For:A passion for helping people and solving technical problems. Strong communication and customer service skills. Ability to stay calm under pressure and manage multiple priorities. A proactive approach and willingness to take ownership of issues. Interest in IT Service Management and continuous improvement. Team player with a positive and collaborative attitude.
Skills & Experience
Essential2-4 years of experience in a Technical Support, Service Desk or IT Operations role. Experience supporting Windows and mac OS devices. Knowledge of Microsoft 365 administration. Experience with Azure Active Directory (Entra ID). Familiarity with Intune and/or Jamf. Experience using ticketing systems such as Jira Service Management. Strong troubleshooting and problem-solving skills. Excellent written and verbal communication skills.
Desirable Experience working in a fintech, banking or regulated environment. Understanding of ITIL principles and Incident Management processes. Experience participating in Major Incident or Problem Management activities. ITIL Foundation certification. Experience with Atlassian tools including Jira and Confluence.
Why Join Us? You'll play a key role in supporting our people and services while helping to build a scalable and mature support function. This is a fantastic opportunity to gain exposure to both technical support and IT service management within a fast-growing fintech business.