Junior IT Operations Engineer

Purpose

The IT Operations Engineer will provide 1st and 2nd level IT support and Microsoft 365 administration, ensuring smooth IT operations through user support, endpoint and access management, onboarding/offboarding, license administration, and security compliance while meeting SLA requirements.

Key Responsibilities

• Operate and resolve 1st / 2nd level tickets within SLA across all service lines.
• Qualify and prepare 1st-level “infrastructure cases” so that 2nd level can resolve them efficiently.
• Manage endpoints, identities and the M365 tenant; keep patching, vulnerability and e-mail quarantine hygiene up to date.
• Handle license and vendor management and raise / track Microsoft support tickets.
• Execute on / offboarding and maintain audit-relevant evidence.
• Create and maintain process documentation and take part in recorded handover sessions (only ≈ 31 entries in three months currently go to documentation).

Qualifications

• Completed IT / informatics training or degree, or equivalent professional experience in internal IT operations / IT service desk.
• Has 1–2 years hands-on experience running a Microsoft 365 environment and an SLA-bound, interrupt-driven service desk.
• Proven experience with endpoint management (Intune, Autopilot, Cloud PC) and identity & access (Entra ID, conditional access, VPN).
• Fluent in English is required.
• Structured, process-oriented working style; comfortable producing audit-relevant documentation and handover material.
• Experience with ticket management systems, ideally within a Microsoft-centered environment.
• Familiarity with the ITIL 4 framework is a plus.

Skills

Soft Skills

• Strong organizational skills with the ability to prioritize tasks and manage multiple requests.
• A structured, reliable, and quality-focused way of working.
• The ability to work toward deadlines while maintaining attention to detail.
• A collaborative mindset with strong communication skills and a clear customer-service focus.
• Curiosity, willingness to learn, and motivation to grow in a technical support role.
• Ability to work independently, solve problems effectively, and communicate clearly with technical and non-technical users.
• A strong service mindset and enthusiasm for supporting users in a fast-moving business environment.

Technical Skills

• Internal service desk operations – case / time-entry process, 1st & 2nd level for ITVT Group
• Endpoint & device management – Intune, Autopilot, Cloud PC provisioning, Windows update failures, hardware faults, remote reset.
• Entra ID / identity & access – roles, conditional access, VPN, Bitwarden, shared-mailbox permissions.
• M365 tenant administration – Exchange / shared mailboxes, SharePoint / OneDrive permissions, Teams federation, mailing lists.
• License & vendor management – M365 / Copilot / Cowork, Think-Cell, Deep

L, Power BI Premium; renewals and raising Microsoft support tickets.

• SecOps hygiene – vulnerability & patch management and e-mail quarantine handling (procedural, checklist-driven).
• Onboarding/ offboarding execution – joiner / leaver / internal-change cases across the areas