Junior IT Operations Engineer

Purpose:

The IT Operations Engineer will provide 1st and 2nd level IT support and Microsoft 365 administration, ensuring smooth IT operations through user support, endpoint and access management, onboarding/offboarding, license administration, and security compliance while meeting SLA requirements.

Key Responsibilities:

Operate and resolve 1st / 2nd level tickets within SLA across all service lines.

Qualify and prepare 1st-level “infrastructure cases” so that 2nd level can resolve them efficiently.

Manage endpoints, identities and the M365 tenant; keep patching, vulnerability and e-mail quarantine hygiene up to date.

Handle license and vendor management and raise / track Microsoft support tickets.

Execute on / offboarding and maintain audit-relevant evidence.

Create and maintain process documentation and take part in recorded handover sessions (only ≈ 31 entries in three months currently go to documentation).

Qualifications

Completed IT / informatics training or degree, or equivalent professional experience in internal IT operations / IT service desk.

Has 1–2 years hands-on experience running a Microsoft 365 environment and an SLA-bound, interrupt-driven service desk.

Proven experience with endpoint management (Intune, Autopilot, Cloud PC) and identity & access (Entra ID, conditional access, VPN).

Fluent in English is required.

Structured, process-oriented working style; comfortable producing audit-relevant documentation and handover material.

Experience with ticket management systems, ideally within a Microsoft-centered environment.

Familiarity with the ITIL 4 framework is a plus.

Skills

Soft Skills

Strong organizational skills with the ability to prioritize tasks and manage multiple requests.

A structured, reliable, and quality-focused way of working.

The ability to work toward deadlines while maintaining attention to detail.

A collaborative mindset with strong communication skills and a clear customer-service focus.

Curiosity, willingness to learn, and motivation to grow in a technical support role.

Ability to work independently, solve problems effectively, and communicate clearly with technical and non-technical users.

A strong service mindset and enthusiasm for supporting users in a fast-moving business environment.

Technical Skills

Internal service desk operations – case / time-entry process, 1st & 2nd level for ITVT Group

Endpoint & device management – Intune, Autopilot, Cloud PC provisioning, Windows update failures, hardware faults, remote reset.

Entra ID / identity & access – roles, conditional access, VPN, Bitwarden, shared-mailbox permissions.

M365 tenant administration – Exchange / shared mailboxes, SharePoint / OneDrive permissions, Teams federation, mailing lists.

License & vendor management – M365 / Copilot / Cowork, Think-Cell, DeepL, Power BI Premium; renewals and raising Microsoft support tickets.

SecOps hygiene – vulnerability & patch management and e-mail quarantine handling (procedural, checklist-driven).

Onboarding/ offboarding execution – joiner / leaver / internal-change cases across the areas