Service Operations Engineer
Location: Canary Wharf, London (On-site Monday to Friday)
Contract: Permanent
Hours: Full time 35 hours
Purpose of 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.
About Just
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 1,250 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.
Key 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.
Examples of Key Activities
- Responding to and resolving user incidents and service requests through the IT service management platform.
- Setting up, maintaining, and troubleshooting end-user hardware, software, and workplace technology.
- Supporting meeting rooms, video conferencing facilities, and audio-visual systems to ensure seamless collaboration.
- Assisting with onboarding and offboarding activities, including device provisioning and access management.
- Monitoring ticket queues and prioritising workload to meet service level commitments.
- Documenting solutions, updating knowledge articles, and sharing best practices with the wider team.
- Escalating complex issues where appropriate and coordinating with specialist teams to achieve resolution.
- Participating in service improvement activities that enhance efficiency, user experience, and operational performance.
- Providing technical support during office moves, equipment rollouts, and technology upgrades.
- Maintaining accurate asset, incident, and request records in accordance with team procedures.
What We're Looking For:
- 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.
Our behaviours
At Just you’ll have the opportunity to develop your career, whilst making a difference to the lives of those around you. You’ll be part of a company with a strong and distinctive culture - we’re ambitious, curious and collaborative – and every decision we make centres around being Just and delivering the best outcomes for our customers.
What’s in it for you
- A competitive salary, pension scheme and life assurance
- 25 days annual leave plus an additional day on us for your birthday
- Private medical cover and income protection, just in case
- A 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 and trained physical and mental health first aiders
- A variety of employee funded benefits available via our online benefits portal
- Plus, several additional purchase options available for you and your loved ones
Explore our full range of benefits on our dedicated benefits page.
Belonging at Just
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.
Be Bold. Be Brilliant. Be Just.
