IT Operations Engineer

Job Title:

IT Operations Engineer

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.

• 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, One Drive, Entra  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.

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…