MAIN PURPOSE OF ROLE:

Hands-on technical support and IT operations role.

• Provide onsite IT support across applications, infrastructure and end-user technologies, ensuring the effective delivery of IT services and an excellent user experience.

• Support the day-to-day operation, maintenance and continuous improvement of IT systems, applications and services, working closely with internal stakeholders and third-party service providers to resolve issues and deliver business requirements.

• Assist with IT operations, cyber security activities, project delivery and technology initiatives, ensuring secure, reliable and efficient IT services across the organisation.

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KEY RESPONSIBILITIES:

IT Support & Operations

• Provide 1st, 2nd and 3rd Line IT support for all end-user technology issues.

• Deliver deskside, remote, and executive-level IT support.

• Troubleshoot and resolve hardware, software, network, and application issues.

• Manage incidents, service requests, and problems in line with agreed SLAs.

• Build, configure, deploy, and maintain laptops, mobile devices, and peripherals.

• Manage onboarding, offboarding, and user lifecycle processes.

• Maintain IT asset inventories and software licensing compliance.

• Support meeting rooms, AV systems, and collaboration technologies.

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Microsoft Cloud Administration

• Administer Microsoft 365, including Exchange Online, Teams, SharePoint, and OneDrive.

• Manage Microsoft Entra ID, Conditional Access, Identity Governance, and MFA.

• Configure and administer Microsoft Intune and device management policies.

• Support Microsoft Defender technologies, including:

o Defender for Endpoint

o Defender for Office 365

o Defender for Identity

o Defender XDR

o Assist with security investigations, alerts, and remediation activities.

o Support Dynamics 365 environments and end-user issues.

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Cyber Security & SOC Support

• Support third-party SOC providers with alert reviews, incident updates and remediation follow-up.

• Support endpoint security, patching, and security hardening activities.

• Assist with cyber security audits and compliance requirements.

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Networking & Infrastructure

• Support WAN, LAN, Wi-Fi, and firewall technologies.

• Troubleshoot connectivity and network performance issues.

• Manage DNS, DHCP, TCP/IP and network security configurations.

• Work with third-party providers on infrastructure and connectivity incidents.

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Project Delivery

• Lead or support IT infrastructure and cyber security projects.

• Coordinate suppliers and stakeholders to deliver successful outcomes.

• Support change, release, and configuration management processes.

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ROLE REQUIREMENTS: (Include Essential and Desirable Skills, Competencies, Experience and Qualifications

SKILLS/COMPETENCIES

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Essential - Technical

• Strong experience providing 1st, 2nd and 3rd line IT support in a corporate environment.

• Strong hands-on administration experience with Microsoft 365, Microsoft Entra ID and Microsoft Intune technologies.

• Proven experience supporting and managing modern Windows endpoints, Apple mobile devices, device builds, endpoint policies, patching and user/device lifecycle activities. 

• Strong knowledge of:

o Microsoft Entra ID

o Microsoft Intune

o Microsoft Defender Suite

o Exchange Online

o Teams

o SharePoint Online

o Dynamics 365

• Strong experience supporting Microsoft 365 Apps, collaboration tools and common enterprise desktop applications. 

• Good networking knowledge including:

o TCP/IP

o DNS

o DHCP

o Firewalls

o Switches

o Wireless networking

• Experience with endpoint management and device security.

• Understanding SOC operations, threat detection, incident response, and vulnerability management.

• Experience working with managed service providers and security service providers.

Essential – Professional

• Excellent problem-solving and troubleshooting abilities.

• Strong customer service and stakeholder management skills.

• Ability to communicate effectively with both technical and non-technical audiences.

• Experience supporting senior executives and leadership teams.

• Strong organisational and project management skills.

• Ability to prioritise workload and work independently.

EXPERIENCE

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Essential

• Significant experience in IT Operations, Infrastructure Support, or Service Delivery.

• Proven experience supporting Microsoft cloud platforms and enterprise environments.

• Experience delivering IT and cyber security projects.

• Experience working in a corporate or regulated environment, preferably within insurance, financial services or banking.

• Good understanding of working within governed, risk-aware and compliance-focused environments.

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QUALIFICATIONS

Education

• Degree in Information Technology, Computer Science, Cyber Security, Networking, or equivalent practical experience.

Certification Requirement 

• The role requires at least one current and valid certification relevant to IT support, operations, cloud administration, endpoint management or cyber security.

• Relevant certifications may include Microsoft 365, Microsoft Entra ID, Microsoft Intune, endpoint management, Azure administration, cyber security, infrastructure or IT service management, where supported by appropriate hands-on experience.

Preferred Microsoft Certifications

• Microsoft Certified: Azure Administrator Associate

• Microsoft Certified: Endpoint Administrator Associate

• Microsoft Certified: Cybersecurity Analyst Associate

• Microsoft Certified: Identity and Access Administrator Associate

• Microsoft Certified: Security Operations Analyst Associate

Acceptable Supporting Certifications

• CompTIA Security+

• CompTIA Network+

• ITIL Foundation

Desirable Certifications

• CISSP

• CISM

• CySA+

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KEY ATTRIBUTES

• Customer-focused and service-oriented.

• Highly proactive and self-motivated.

• Strong analytical and problem-solving skills.

• Security-minded with a risk-based approach.

• Ability to work on-site at the office and support a fast-paced business environment.

• • Collaborative team player with excellent communication skills.