Systems Engineer

Our IT Managed Services business enables customers to innovate, transform, and seize new opportunities. The Technical Operations function underpins this mission by delivering enterprise-grade, 24x7x365 technical support to mid-market clients across both public and private sectors.

We operate a shared services model aligned with ITIL v4, enabled by ServiceNow, automation, and the practical use of generative and agentic AI. Our 24x7 Operations squads provide preventative management and incident response across infrastructure, cloud and modern workplace services.

As a Systems Engineer within our 24x7 Operations function, you will be a capable all-rounder, providing second-line operational support across both core infrastructure and Microsoft Modern Workplace services. You will contribute to live service stability through effective incident resolution, proactive maintenance, and disciplined execution of standard changes.

This is a shift-based role operating as part of a shared 24x7 squad. You will work across multiple customer environments, following defined standards and runbooks, while developing breadth and depth across Windows Server, Azure, Microsoft 365 and endpoint management technologies.

• Provide second-line support across Windows Server, Active Directory, Microsoft Azure, Microsoft 365 and virtualisation platforms.
• Support Microsoft Modern Workplace services, including Windows client operating systems, Microsoft Intune, Configuration Manager (SCCM) and device compliance policies.
• Resolve incidents, fulfil service requests and implement approved changes in line with ITIL processes and operational standards.
• Carry out patching, backup checks, endpoint updates and configuration tasks using defined runbooks and tooling.
• Use monitoring, event management and CMDB data to support effective triage and resolution activities.
• Maintain accurate and timely updates within ServiceNow, ensuring tickets, changes and configuration items are correctly recorded.
• Participate fully in shift handovers, ensuring continuity of service awareness and in-flight actions.
• Identify recurring issues, procedural gaps or monitoring noise and raise improvement opportunities through the appropriate channels.
• Contribute to the creation and maintenance of knowledge articles, runbooks and operational documentation.
• Work collaboratively with Senior Engineers and Squad Managers, seeking guidance when required and supporting team delivery.

• Practical experience supporting Microsoft-based infrastructure and workplace services in an operational environment.
• Working knowledge of Windows Server administration and core Active Directory concepts.
• Foundational experience with Microsoft Azure and Microsoft 365 services.
• Experience supporting Windows endpoint environments, including Intune and/or Configuration Manager.
• A structured, methodical approach to troubleshooting and incident resolution.
• Familiarity with ITSM tools such as ServiceNow, including accurate ticket and change management.
• Understanding of ITIL practices, particularly Incident, Change and Problem Management.
• Clear written and verbal communication skills, with the ability to document actions and outcomes effectively.
• Capability to work a 24x7 shift pattern, including nights, weekends and public holidays.
• Eligibility for UK Government Security Check (SC) clearance.

Desirable Skills and Experience

• Exposure to virtualisation technologies such as VMware or Hyper-V.
• Experience using monitoring tools such as LogicMonitor or equivalent.
• Basic PowerShell or scripting experience to support repeatable operational tasks.
• Awareness of ISO27001 and operational security controls within live service environments.
• Experience working in a shared services or MSP operating model.
• Microsoft certifications such as Azure Fundamentals, Microsoft 365 Fundamentals or Endpoint Administrator Associate.

Wellbeing that means something

• 26 days’ holiday + bank holidays (and the option to buy more) plus 1 paid volunteering day every year
• Exceptional family leave, 26 weeks fully paid maternity/adoption, 4 weeks fully paid paternity, 22 weeks fully paid shared parental leave, plus 5 days paid bereavement leave
• Robust sick pay of up to 13 weeks full pay + 13 weeks half pay
• 24/7 Employee Assistance Programme for confidential support
• Private medical insurance for everyone, no medical-history exclusions

Financial benefits that have your back

• Group-wide performance bonus, when we win, you win
• Income protection: up to 75% salary for 5 years if you ever need it

Grow your career with us

• SkillsHub learning platform with leadership pathways, future-manager training, and a huge online library
• Access to external training and apprenticeships

Making a Difference 

• MatchIt! Fundraise for a cause close to your heart and OneAdvanced will match part of the funding
• Pennies from Heaven donate the pennies from your pay check to help make a difference without lifting a finger

Plus plenty other flexible benefits to suit your lifestyle on our RewardHub, including:

• ULEV car scheme with 1,000+ models
• Dental insurance, Health Cash Plan, Critical Illness Cover, Partner Life Cover