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 escalate 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.