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About the Role

The Service Operations Engineer provides high-quality technical support to colleagues across the business, ensuring a reliable and efficient end-user technology experience. Working as part of the Service Operations team, the role supports hardware, software, collaboration tools, and enterprise applications while contributing to service excellence, continuous improvement, and operational effectiveness.

Responsibilities

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 agreed service levels and quality standards.
Maintain ownership of support tickets, ensuring 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 and deliver effective service outcomes.
Identify opportunities to improve processes, knowledge sharing, and service delivery standards.
Build positive working relationships with colleagues at all levels through clear and professional communication.
Contribute to team objectives, operational projects, and service improvement initiatives.
Provide support across multiple office locations when required.
Respond to and resolve user incidents and service requests through the IT service management platform.
Set up, maintain, and troubleshoot end-user hardware, software, and workplace technology.
Support meeting rooms, video conferencing facilities, and audio-visual systems to ensure seamless collaboration.
Assist with onboarding and offboarding activities, 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 with the wider team.
Escalate complex issues where appropriate and coordinate with specialist teams to achieve resolution.
Participate in service improvement activities that enhance efficiency, user experience, and operational performance.
Provide technical support during office moves, equipment rollouts, and technology upgrades.
Maintain accurate asset, incident, and request records in accordance with team procedures.

Requirements

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 both 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, with the ability to build effective relationships and support colleagues at all levels.
Proactive and solutions-focused, with a continuous improvement mindset and a willingness to learn new technologies and, including AI-powered tools and automation, to enhance service delivery and user experience.
Highly organised and self-motivated, able to manage priorities, take ownership of issues through to resolution, and work effectively both independently and as part of a team.

Skills

Windows 11
Active Directory
Microsoft 365
Cloud services
Microsoft Teams
ServiceNow
SCCM
PowerShell
AI-powered tools
Automation

Location

Canary Wharf, London

Work Type

On-site
Full time

Benefits

Competitive salary
Pension scheme
Life assurance
25 days annual leave
An additional day off for your birthday
Private medical cover
Income protection
Generous and highly achievable bonus scheme
Opportunities to progress 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
Variety of employee funded benefits available via online benefits portal
Several additional purchase options available for you and your loved ones

About the Company

We help people achieve a better later life. That’s our purpose and it’s the reason we exist. We are a fast-growing company helping customers enjoy the retirement they deserve. We do this through a variety of market leading, award-winning products and services, delivered by a diverse team of over 1,400 purpose-led colleagues who genuinely put the customer at the heart of everything we do.
This is a brilliant time to join our business. We are on an exciting growth journey to become the UK’s most loved retirement expert.

Equal Opportunity

Valuing diversity of thought and fostering a sense of belonging is critical to our business success, driving innovation and balanced decision making. Our work on DEIB (Diversity, Equity, Inclusion and Belonging) aims to deliver a brilliant employee experience underpinned by a sense of belonging, where our people feel proud to work at Just.
We remain committed to our publicly disclosed HM Treasury Women in Finance Charter and Race at Work Charter targets and support a wide range of employee network and events, championing issues including intergenerational working, social mobility and neurodiversity.