ICT Operations Support Engineer

Key Responsibilities

ICT Operations & Service RequestManagement

• Raise, track, and manage ICT servicerequests, incidents, and operational activities
• Validate submissions, approvals, andfulfilment evidence
• Monitor backlog, follow up on outstandingrequests, and escalate delays
• Maintain accurate records and audit trailsfor all operational tasks
• Microsoft 365 Administration & UserSupport
• Administer Exchange Online, Teams,SharePoint Online, OneDrive, Entra ID, Intune
• Manage user accounts, shared mailboxes,distribution lists, licences, and security groups
• Support onboarding/offboarding and accessmanagement
• Coordinate endpoint provisioning, softwareinstallation, and workplace technology support

Vendor & Service Delivery Management

• Liaise with managed service providers andexternal vendors
• Monitor SLA/KPI performance and validatecompleted work
• Participate in operational and servicereview meetings

Governance, Security & Compliance

• Support ICT governance, audit, riskmanagement, and cybersecurity activities
• Conduct periodic access reviews andcompliance exercises
• Ensure documentation and processes remaincurrent and audit‑ready

Asset & Operations Support

• Maintain ICT asset inventory and softwarelicence records
• Support asset verification, refresh,replacement, and disposal
• Assist in incident management, problemmanagement, and reporting

Requirements

• Diploma/Degree in IT, Computer Science,Information Systems, or related field Experience
• Minimum 2 years in IT operations, ITadministration, service management, or infrastructure support
• Hands‑on experience with Microsoft 365& workplace technologies
• Experience working with vendors and managedservice providers
• Familiarity with ITSM processes and tools

Preferred

• Experience in structured or regulated ICTenvironments
• Familiarity with government‑aligned ICTprocesses or support portals
• Experience supporting user provisioning, accessmanagement, email administration