Operations Support Engineer
Indispensable :Security
Key Responsibilities:
ICT Operations & Service Request Management
- Raise, track, and manage ICT service requests, incidents, and operational support activities.
- Coordinate with relevant government agencies, 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.
IT Administration & User Support
- 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.
- Coordinate endpoint provisioning, software installation, and workplace technology support.
Vendor & Service Delivery Management
- Act as the liaison between the client and ICT service providers.
- Monitor vendor performance against SLAs and KPIs.
- Review service reports and validate completed work before acceptance.
- Participate in operational and service review meetings.
Governance, Security & Compliance
- Support ICT governance, audit, risk management, and cybersecurity activities.
- Conduct periodic access reviews and support compliance exercises.
- Ensure ICT processes and documentation remain current and audit-ready.
Asset & Operations Support
- Maintain ICT asset inventory and software licence records.
- Support asset verification, refresh, replacement, and disposal activities.
- Assist in incident management, problem management, and operational reporting.
Requirements/Qualifications:
Diploma or Degree in Information Technology, Computer Science, Information Systems, or a related discipline.
Experience
- 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.
Preferred Experience
- Experience working within a government ICT environment.
- Familiarity with government ICT processes, governance, and support models.
- Experience supporting user provisioning, access management, email administration, and workplace technology services.