IT Operations Technician

Job Purpose Summary

The IT Operations Technician plays a vital role within the IT Operations Team, a third-line support function within the IS Department. This position is responsible for progressing subsidiary integrations from conception through to completion, with a focus on identifying areas for improvement to continually develop and adapt the process based on lessons learned.

Additionally, the role includes supporting general IT Operations services by delivering reliable, secure, and efficient IT services through monitoring, maintaining, and troubleshooting complex systems and infrastructure. Ensuring systems remain available, secure, scalable, and perform optimally to meet business needs is a key focus.

The IT Operations Technician will also provide project support, working to deliver innovative new solutions for the business.
 

Role Responsibilities

• Take proactive steps to improve processes, work independently & suggest improvements to enhance overall team performance.
• Respond to customer inquiries with a focus on understanding their concerns & offering clear, helpful solutions. Demonstrate active listening & ensure customers feel valued by keeping them informed throughout the process.
• Apply logical reasoning to resolve issues & collaborates effectively to optimise outcomes.
• Manage ticket workload effectively & accurately. Proactively identify risks to SLA compliance & take corrective actions as needed.
• Collaborate within a major incident management (MIM) team to perform detailed root cause analysis for major incidents. Coordinate efforts to implement resolutions & ensures effective communication with stakeholders.
• Record highly detailed & accurate change plans. Capture & present all relevant information accurately for review & approval. Effectively manage your weekly change schedule ensuring approved changes are deployed on time.
• Ensure infrastructure assets are consistently recorded & maintained in the CMDB, validating data accuracy, supporting asset lifecycle management & resolving asset-related issues in collaboration with other teams.
• Take responsibility for managing the lifecycle of software licenses, ensuring accurate tracking, maintaining compliance & providing reports on usage & renewal statuses.
• Manage day-to-day interactions with suppliers, ensuring contracts & service level agreements (SLAs) are met. Resolve issues promptly to maintain service continuity.
• Take ownership of assigned project tasks, ensuring timely completion, maintaining clear communication with stakeholders & managing documentation & service deployment within the agreed timescales.
• Support the integration of newly acquired subsidiaries by collaborating with cross-functional teams to align systems, processes & data, Work to ensure that integration tasks are completed within set timelines.
• Contribute to continuous service improvement by actively identifying & analysing service performance gaps, recommending enhancements & collaborate with teams to implement improvements.
• Own patch management & backup processes, ensuring system stability & compliance with business continuity requirements. Escalate & resolve issues promptly, minimising disruption & aligning with organisational continuity goals.
• Manage proactive monitoring processes to identify & resolve alerts promptly. Ensure minimal disruption to business operations. Escalate & report more complex issues to relevant teams while maintaining system availability.
• Effectively manages network configurations to ensure secure & optimised network operations.
   

Additional Responsibilities

• Demonstrate competence in managing Windows Defender Firewall & FortiGate environments. Configure & maintain firewall rules, monitor traffic logs & ensure compliance with security standards under supervision.
• Able to configure & manage VoIP systems for small businesses. Troubleshoots common issues like call quality, setup & registration. Understands network requirements (QoS, bandwidth).
• Manage the certificate lifecycle, ensuring certificates are issued, renewed & replaced according to schedule. Monitor for any expired or nearing expiry certificates & take proactive action to prevent disruptions.
• Oversee domain management across multiple platforms, collaborate with internal teams & subsidiaries to ensure consistency & compliance with organisational standards. Identify & resolve domain-related issues. Implement improvements to streamline processes.
• Responsible for maintaining UPS systems, performing basic troubleshooting, managing battery replacements & ensuring proper configuration for standard operations. Able to escalate issues when needed.
• Coordinate the scoping & requirements gathering for CCTV solutions, ensuring alignment with business & security needs. Support the installation & configuration of CCTV systems, ensuring they are delivered according to specifications.
• Understand the core functions of an ERP system & its integration with business processes. Provide effective first-line infrastructure support, addressing common issues & escalating complex problems appropriately.
• Understand the core functionalities of Warehouse Management Systems (WMS) & its interaction with warehouse processes. Provide effective first-line infrastructure support, resolving common issues & escalating complex ones appropriately.
• Collaborate with the Cyber Security team to deploy fixes for identified vulnerabilities, ensuring timely resolution & maintaining system integrity

Skills & Personal Attributes

• Possess good time management & prioritisation skills.
• Professional & accurate written communication, tailored to the audience, including process documentation, technical guides & internal updates. Maintain tone consistency & clarity across platforms like emails, reports & presentations.
• Able to present effectively to small groups, clearly communicate ideas & engage audiences. Handle basic questions confidently & adapt presentations to suit the audience's needs.
• Demonstrate a strong understanding of processes, review existing workflows for efficiency & provides suggestions for incremental improvements while ensuring full adherence.
• Display a growing passion for technology, exploring how IT systems interact. Proactively apply new knowledge to day-to-day tasks, improving team efficiency or service delivery. Keep up with trends & share relevant findings with colleagues.
• Apply lateral thinking to troubleshoot moderately complex problems by exploring unconventional solutions & considering connections between seemingly unrelated issues.
• Demonstrate a deep understanding of ITIL frameworks & practices. Apply ITIL principles to real-world situations, improving service management processes like Incident, Problem & Change Management, ensuring services align with business needs.
• Demonstrate competent management of Windows Server OS. Can configure & manage essential services such as DNS, DHCP & Active Directory. Able to troubleshoot & resolve common issues independently. Adhere to standard procedures & best practices.

Key Traits

• Have basic understanding of Linux OS file system. Carry out basic tasks such as view, delete, create simple files. Can understand & follow instructions to navigate directories, list file contents & make very basic edits.
• Skilled in configuring advanced features of MS Entra, such as identity protection, self-service password reset & group-based licensing. Can manage & monitor access policies, RBAC & conditional access rules, ensuring they align with business requirements.
• Proficient in managing both private & public cloud virtual servers (VS). Able to configure & monitor VMs, manage storage & set up basic networking. Implement backup, scaling, or load balancing. Troubleshoot basic issues related to VS, resource & storage.
• Proficient in managing more complex Azure services, such as virtual networks, Azure SQL databases, or Azure Kubernetes Service. Able to configure network security groups, manage firewall rules, or implement basic Azure security features.
• Proficient in managing more complex Amazon Web Services (AWS), such as VPCs, RDS databases, or Elastic Kubernetes Service (EKS). Able to configure security groups & implement basic AWS security features. Able to assist in deploying resources & services.
• Demonstrate a deep understanding of Office 365 tools. Capable of managing Sharepoint & Teams configurations. Configure file sharing settings & access controls in line with internal guidelines.
• Proficient in managing device compliance, configurations & security policies. Able to troubleshoot common issues with device enrolment, application management & reporting.
• Demonstrate the ability to design & implement automated workflows using Power Automate, ensuring integration with relevant systems & consistent operation.
• Demonstrate proficiency in configuring & managing DrayTek switches & APs, including VLANs, QoS & advanced wireless settings. Monitor & resolve common network performance or connectivity issues.
• Demonstrate proficiency in configuring & managing Meraki switches & access points, including VLANs, port management & wireless SSID settings. Resolve common connectivity & performance issues using Meraki tools.
• Develop & implement basic automation solutions using tools like Ansible for configuration management or RPA for task automation. Monitor & maintain automated processes, troubleshooting errors & ensuring reliability.
• Write & modify basic scripts in batch files, Python, or SQL to support day-to-day operations, such as automating repetitive tasks or extracting data from databases. Debug simple issues in scripts as needed.
• Intermediate knowledge of SIEM tools. Can configure & fine-tune alerts, correlate security events across systems & investigate incidents to provide initial analysis.