Operations Support Engineer

Key Responsibilities:

ICT Operations & Service Request Management

Raise, track, and manage ICT service requests, incidents, and operational support activities.

Coordinate with relevant government agencies, managed service providers, and vendors to fulfil requests within agreed SLAs.

Review and validate service request submissions, approvals, and fulfilment evidence.

Monitor request backlog, follow up on outstanding requests, and escalat**e** service delivery issues where necessary.

Maintain accurate records and audit trails for operational activities.

IT Administration & User Support

Administer Microsoft 365 services, including Exchange Online, Teams, SharePoint Online, OneDrive, Entra ID, and Intune.

Support user onboarding, offboarding, and access management processes.

Manage user accounts, shared mailboxes, distribution lists, licences, and security groups.

Coordinate endpoint provisioning, software installation, and workplace technology support.

Vendor & Service Delivery Management

Act as the liaison between the client and ICT service providers.

Monitor vendor performance against SLAs and KPIs.

Review service reports and validate completed work before acceptance.

Participate in operational and service review meetings.

Governance, Security & Compliance

Support ICT governance, audit, risk management, and cybersecurity activities.

Conduct periodic access reviews and support compliance exercises.

Ensure ICT processes and documentation remain current and audit-ready.

Asset & Operations Support

Maintain ICT asset inventory and software licence records.

Support asset verification, refresh, replacement, and disposal activities.

Assist in incident management, problem management, and operational reporting.

Requirements/Qualifications:

Diploma or Degree in Information Technology, Computer Science, Information Systems, or a related discipline.

Experience

Minimum 2 years of experience in IT operations, IT administration, service management, or infrastructure support.

Experience supporting Microsoft 365 and workplace technologies.

Experience working with vendors and managed service providers.

Familiarity with IT service management processes and tools.

Preferred Experience

Experience working within a government ICT environment.

Familiarity with government ICT processes, governance, and support models.

Experience supporting user provisioning, access management, email administration, and workplace technology services.

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