IT Support / IT Operations Engineer

SUMMARY:
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POSITION INFO:

We are seeking an entry–mid level IT Engineer to support and maintain the organisation’s IT infrastructure, cloud services, and end-user environments. This role includes active ticket-based support and requires someone who can work efficiently within an ITSM environment, respond quickly during incidents, understand core IT infrastructure and Azure cloud fundamentals, and take ownership of issues through to resolution. A key success factor in this role is speed of execution, particularly during incidents and high-impact support requests

Duties include:

• IT Support & Ticket Management
• Log, manage, prioritise, and resolve IT support tickets via the approved ticketing system
• Provide first- and second-line IT support (onsite and remote)
• Prioritise tickets based on business impact and urgency
• Communicate clearly with users and stakeholders regarding progress and resolution
• Ensure tickets are accurately documented and closed with clear resolution notes
• Incident & Crisis Response
• Respond rapidly and decisively to high-priority incidents and system outages
• Demonstrate speed of execution while maintaining structured troubleshooting
• Escalate and coordinate with senior engineers or external vendors when required
• Maintain calm, clear communication during incidents until full resolution
• Infrastructure & Systems Support
• Support endpoints, network connectivity, servers, and cloud-hosted systems
• Perform routine system health checks and preventative maintenance
• Assist with backup operations and basic disaster recovery activities
• Cloud & Identity (Azure Focus)
• Support Microsoft Azure services and cloud-based applications
• Assist with Active Directory / Azure AD user provisioning and access management
• Support Microsoft 365 / Office 365 environments
• Understand hybrid (on-premise and cloud) environments
• Security & Operational Controls
• Apply endpoint security controls including patching, antivirus, and MFA
• Support access governance and least-privilege principles
• Identify and escalate security risks or abnormal system behaviour

Minimum Requirements:

• Diploma or Degree in Information Technology, Computer Science, Information Systems, or a related field
• Equivalent practical experience will be considered in place of a formal qualification
• 1–3 years’ experience in IT Support, IT Operations, or Infrastructure Support
• Proven experience working within a ticket-based system.
• Exposure to environments where uptime, response time, and speed of execution are critical
• Strong understanding of IT infrastructure fundamentals
• Windows operating systems (macOS advantageous)
• Microsoft 365 / Office 365
• Active Directory / Azure AD
• Networking fundamentals (DNS, DHCP, TCP/IP)
• Exposure to Microsoft Azure
• Basic scripting or automation exposure
• Experience in hybrid cloud/on-prem environments
• Exposure to backup and disaster recovery concepts