Technical Support & Service Operations Engineer

About the role

We are seeking a Technical Support & Service Operations Engineer to join our Technology team. You will provide hands‑on technical support to colleagues across the business while helping to manage incidents and improve our IT service operations in an ITIL environment.

Key responsibilities

• Provide day‑to‑day support for laptops, desktops, mobile devices and business applications.
• Troubleshoot hardware, software and access‑related issues on Windows and macOS platforms.
• Manage user accounts and access via Microsoft 365 and Azure AD (Entra ID).
• Support Microsoft Teams and provision equipment for new starters while handling leavers' access.
• Administer device management through Microsoft Intune and Jamf.
• Create and maintain support documentation and knowledge articles.
• Coordinate incidents through to resolution, ensuring tickets are logged, prioritized and updated.
• Monitor support queues, meet service‑level targets and assist with major incident activities.
• Collaborate with technical teams and third‑party suppliers to resolve issues and perform root‑cause analysis.
• Identify trends and opportunities to improve service reliability, maintaining records in Jira Service Management and Confluence.

Required profile

• Passion for helping people and solving technical problems.
• Strong communication and customer‑service skills.
• Ability to stay calm under pressure and manage multiple priorities.
• Proactive attitude with ownership of issues.
• Interest in IT Service Management and continuous improvement.
• Team player with a positive, collaborative mindset.

Required skills

• 2‑4 years of experience in Technical Support, Service Desk or IT Operations.
• Experience supporting Windows and macOS devices.
• Knowledge of Microsoft 365 administration.
• Experience with Azure Active Directory (Entra ID).
• Familiarity with Intune and/or Jamf.
• Proficiency with ticketing systems such as Jira Service Management.
• Strong troubleshooting and problem‑solving abilities.
• Excellent written and verbal communication.

What we offer

• Key role supporting people and services in a fintech‑focused environment.
• Opportunity to develop incident and problem‑management expertise.
• Collaborative team culture with a focus on continuous improvement.