IT Service Operations Engineer

*Service & Support:* - I will require you to provide senior-level escalation support for critical incidents and complex end-user issues. - You will contribute to project delivery, including deploying and configuring software, hardware, and cloud solutions. - Support for client environments across Windows, Microsoft 365, networking, and related infrastructure is expected. *Platform Ownership:* - You will act as the product lead for core management systems, including monitoring, patching, backup, and PSA tools. - I want you to develop new workflows, automation, and monitoring policies to enhance efficiency and reliability. - Ensure best practices in areas such as operating system patching, device compliance, and tenant security are followed. *Process & Compliance:* - You will design and improve onboarding and service transition processes in collaboration with technical and sales teams. - I expect you to build and maintain documentation, trackers, and compliance materials to support standards such as ITIL, GDPR, and Cyber Essentials Plus. - Maintaining and evolving internal procedures to reduce friction and increase service desk productivity will be your responsibility. *Innovation & Development:* - I will look for you to research industry trends, emerging MSP solutions, and service desk best practices. - Participating in events, webinars, and demos to evaluate new tools and features is necessary. - You will proactively work with support teams to identify recurring issues and implement better workflows or automation. - Delivering training and knowledge-sharing sessions for staff to improve adoption and effective use of systems is expected. *Technical Initiatives:* - Enhance Microsoft 365 tenancy management, including Intune device compliance, user security, and secure score improvements will be part of your role. - You will review, update, and create scripts to automate routine tasks such as user management and device provisioning. - Managing and evolving backup and continuity solutions across both endpoints and SaaS platforms is essential.