IT Operations Engineer

Job Title: IT Operations Engineer

Role purpose

The IT Operations Engineer will provide hands-on, day-to-day IT support for approximately 50 office-based users in the London office while taking ownership of Microsoft 365 administration, endpoint management, and operational IT services across a wider user base of approximately 200 employees and contractors across three regions.

The role combines senior technical support with responsibility for maintaining and improving Microsoft 365 services, supporting IT infrastructure, driving service improvements, and acting as the senior technical escalation point for the IT Support Technician. The successful candidate will work closely with the Head of IT to ensure reliable, secure and efficient IT services while contributing to operational improvements, documentation, and technical projects.

The role will also assist with second-level support activities relating to IT and Operational Technology (OT) infrastructure supporting the data centre, requiring a disciplined and trustworthy approach in critical environments.

Key responsibilities

• Provide first-, second-, and third-line IT support for the London office and all regional locations, maintaining a strong on-site presence in London while serving as the senior technical escalation point for complex infrastructure, systems, and end-user issues.
• Administer Microsoft 365 services, including Exchange Online, Teams, SharePoint Online, OneDrive, Entra ID and Microsoft Intune.
• Manage user accounts, licensing, security groups, mailbox administration, shared mailboxes and distribution lists.
• Develop and maintain IT reports and dashboards, providing insights into service performance, incidents, asset management, and key operational KPIs.
• Support endpoint management through Microsoft Intune, including device compliance, application deployment and endpoint configuration.
• Manage onboarding, offboarding, account provisioning and device deployment processes.
• Deliver remote helpdesk support, ensuring effective ownership, prioritisation and resolution of incidents and service requests.
• Act as the senior technical resource within the Service Desk, providing guidance and mentoring to junior IT support staff.
• Troubleshoot hardware, software, printers, mobile devices, meeting room technology and peripheral issues.
• Perform administration and support for Windows desktop environments and core business applications.
• Carry out first and second-level support for network, server and infrastructure-related issues, escalating where appropriate.
• Perform basic networking tasks including switch port coordination, Wi-Fi troubleshooting, endpoint connectivity and patch management.
• Support Microsoft 365 security features including Multi-Factor Authentication, Conditional Access and security best practices.
• Produce and maintain high-quality technical documentation, knowledge base articles, support procedures and asset records.
• Manage incidents and service requests through the company's IT service management system, maintaining accurate records and strong ticket hygiene.
• Identify recurring issues and recommend service improvements, automation opportunities and operational efficiencies.
• Assist with IT infrastructure, Microsoft 365 and end-user computing projects.
• Support IT asset management, hardware lifecycle planning and stock control.
• Provide second-level support for Operational Technology (OT) infrastructure supporting the data centre, following approved operational procedures.
• Work within strict change management, access control and operational procedures when supporting critical systems.
• Collaborate closely with the Head of IT and colleagues across the UK, Iceland and Finland.
• Assist in maintaining secure, reliable and resilient IT services across the organisation.

Candidate profile

The successful candidate will be an experienced IT professional with a strong customer focus and excellent technical problem-solving skills. They will be comfortable working independently while also collaborating closely with colleagues across multiple regions. The individual will demonstrate strong organisational skills, take ownership of technical issues through to resolution, and contribute positively to the continual improvement of IT services. They will be confident supporting Microsoft 365 technologies, mentoring junior colleagues, and maintaining high standards of documentation and operational discipline. The role requires someone who is dependable, proactive and able to balance day-to-day operational support with longer-term improvements to systems, processes and end-user experience.

Skills and experience

Essential

• Experience in a second-line or senior IT support role.
• Experience administering Microsoft 365 environments.
• Experience supporting Microsoft Entra ID and user identity management.
• Experience supporting Microsoft Intune or other endpoint management platforms.
• Experience working with IT service management or helpdesk ticketing systems.
• Strong troubleshooting skills across Windows desktops, laptops, printers, mobile devices and peripherals.
• Experience supporting Exchange Online, Outlook, Teams and Microsoft Office applications.
• Good understanding of Windows administration and endpoint management.
• Good networking knowledge, including TCP/IP, Wi-Fi, switching and endpoint connectivity.
• Experience supporting hardware deployment, user onboarding and device lifecycle management.
• Strong documentation and technical writing skills.
• Ability to manage multiple priorities while maintaining excellent customer service.
• Strong communication and stakeholder management skills.
• Experience supporting users across multiple offices or regions.
• Ability to work responsibly within environments requiring structured change control and operational discipline.

Desirable

• Experience administering SharePoint Online.
• Experience with Microsoft Intune application deployment and device compliance.
• Experience using PowerShell to automate routine administrative tasks.
• Familiarity with Microsoft Defender.
• Knowledge of ITIL service management principles.
• Experience creating service reports, dashboards or KPI reporting.
• Experience supporting Operational Technology (OT) or business-critical infrastructure.
• Experience mentoring junior IT staff.
• Exposure to Power BI or Microsoft Power Platform.

Qualifications

• Relevant experience in IT operations, Microsoft 365 administration or infrastructure support is more important than a specific degree requirement.
• A vocational, technical or degree-level qualification in Information Technology, Computer Science or a related discipline would be beneficial.
• Microsoft certifications relating to Microsoft 365, Azure, Intune or Modern Workplace technologies would be advantageous.
• ITIL Foundation, CompTIA or similar industry certifications would be beneficial.

Key measures of success

• Timely and effective resolution of incidents and service requests.
• Reliable administration and support of Microsoft 365 services.
• Positive end-user feedback and high levels of customer satisfaction.
• Well-maintained technical documentation and knowledge base content.
• Strong ticket ownership, prioritisation and accurate record keeping.
• Successful support of IT infrastructure and operational services.
• Delivery of continual service improvements and operational efficiencies.
• Effective collaboration with colleagues across all regions.
• Consistent adherence to change management and operational procedures.
• Successful mentoring and support of junior IT staff (where relevant)