IT Operations & Support Specialist

Job Summary

We are hiring an IT Operations & Support Specialist to provide dependable employee IT support and keep company devices, user accounts, and workplace tools organised and secure.

Reporting to the IT Manager, you will handle day-to-day support requests, employee onboarding and offboarding, device setup and maintenance, approved access changes, and administration of company-managed cloud software. You will help employees resolve issues promptly while maintaining accurate records and following agreed security and support procedures.

This is a hands-on individual contributor role focused on employee IT and workplace technology. You will also improve support documentation and recurring processes so that common requests are easier to resolve, and employees know where to get help.

Key Responsibilities

Employee IT Support

• Act as a first point of contact for employee IT requests involving devices, accounts, productivity tools, and collaboration software.
• Diagnose and resolve common hardware, software, login, and connectivity issues, providing clear guidance to employees.
• Record, prioritise, and follow up on support tickets against agreed service targets; keep users informed and escalate issues that require specialist support.
• Maintain practical troubleshooting guides and employee self-service instructions, and identify recurring issues for improvement.

Onboarding, Role Changes, and Offboarding

• Prepare devices, accounts, and approved software access so that new employees can start work effectively.
• Process approved access changes when employees change roles, and promptly revoke access and recover company equipment during offboarding.
• Follow documented checklists and retain records of approvals, completed actions, and exceptions.
• Coordinate with HR, managers, and application owners to confirm requirements and resolve missing information or approvals.

Devices and Endpoint Management

• Configure, deploy, troubleshoot, and maintain employee laptops, peripherals, and other assigned workplace devices.
• Apply approved device configurations, updates, patching, endpoint protection, and device security controls.
• Maintain accurate asset records covering assigned users, device status, repairs, replacements, and returns.
• Support device purchasing, repair, replacement, and secure retirement under the IT Manager’s direction.

Identity, Access, and SaaS Administration

• Administer user accounts, groups, and permissions in company identity systems and cloud software according to approved access requests.
• Support MFA enrolment, account recovery, and SSO-related troubleshooting, following identity-verification procedures.
• Assign and reclaim software licences, maintain user and administrator records, and flag unused seats or access inconsistencies.
• Apply approved organisation-level settings and support access reviews with the IT Manager and business system owners.
• Coordinate with tool owners and vendors on administration and support issues; business teams retain ownership of their application workflows and content.

Operational Controls and Coordination

• Follow agreed security procedures, protect administrator access, and promptly escalate suspected compromise, inappropriate access, or lost devices.
• Keep support, access, asset, and licence records current, and provide inputs for service and control reporting.
• Coordinate with infrastructure specialists or vendors when employee issues involve servers, networks, or other systems outside the role’s scope.
• Help improve support checklists, standard device builds, and repeatable administration processes under the IT Manager’s direction.

Job Requirements

• Diploma or degree in Information Technology, Computer Science, Information Systems, or a related field, or equivalent practical experience.
• At least 2 years of relevant experience in internal IT support, service desk, desktop support, or IT operations.
• Hands-on experience troubleshooting employee devices, operating systems, productivity tools, user accounts, and common connectivity issues.
• Experience with employee onboarding and offboarding, account provisioning, permission changes, and IT asset records.
• Practical understanding of MFA, least-privilege access, endpoint security, patching, and safe account-recovery procedures.
• Experience administering user access and licences for collaboration, productivity, or other company-managed cloud software.
• Ability to work through support tickets methodically, document actions, follow approval procedures, and recognise when to escalate.
• Clear communication with non-technical users, a service-oriented approach, and reliable follow-through.

Preferred Experience

• Experience with endpoint management or MDM tools, identity providers, SSO, and ticketing systems.
• Experience supporting both Windows and macOS devices.
• Familiarity with software licence tracking, access reviews, device lifecycle management, and vendor support coordination.
• Experience improving onboarding checklists, troubleshooting guides, or other repeatable IT support processes.