Operations Support Engineer

About the role

The ICT Operations Support Engineer is responsible for the day-to-day administration and operational support of our Client's ICT environment. The role focuses on service request management, IT administration, vendor coordination, user support, and operational governance to ensure ICT services are delivered effectively, securely, and in compliance with Whole-of-Government (WOG) standards. A key responsibility of this role is to manage the end-to-end lifecycle of ICT service requests, ensuring requests are accurately raised, tracked, fulfilled, and verified before closure.

Key responsibilities

• Raise, track, and manage ICT service requests, incidents, and operational support activities.
• Coordinate with GovTech, 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.
• 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.
• Monitor vendor performance against SLAs and KPIs.
• Support ICT governance, audit, risk management, and cybersecurity activities.

About you

• Diploma or Degree in Information Technology, Computer Science, Information Systems, or a related discipline.
• 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.
• IT Administration competency.
• Service Request Management competency.
• Vendor Coordination competency.
• Problem Solving and Analytical Skills.
• Attention to Detail.