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