IT Operations Specialist

<div class="posting-title-container"> <p><strong>IT Operations Specialist</strong></p> <p><strong>Position Overview</strong></p> <p>We are seeking an IT Operations Specialist to support our client’s London office, acting as a key point of contact for employee technical support. Reporting to the Global IT Operations team, you will be responsible for ensuring seamless day-to-day IT operations across devices, applications, and systems.</p> <p>This role supports both local and global IT infrastructure, automation initiatives, and workplace technology, helping to deliver an exceptional end-user experience. The successful candidate will be a proactive problem solver with strong technical expertise and a customer-focused mindset.</p> <p>You will manage hardware provisioning, SaaS administration, and user lifecycle processes, while collaborating closely with global IT teams to ensure alignment with policies, workflows, and technology standards. This position plays a critical role in delivering a first-class IT experience that enables employees to work efficiently and securely.</p> <p><strong>What You'll Do</strong></p> <p><strong>End User Support</strong></p> <ul> <li>Serve as a primary point of contact for employee IT support requests, providing timely and professional resolution of hardware, software, account, and access issues.</li> <li>Deliver an exceptional user experience throughout the employee lifecycle, including onboarding, day-to-day support, and offboarding.</li> <li>Troubleshoot and resolve issues across macOS, Windows, mobile devices, SaaS applications, and workplace technologies.</li> <li>Escalate complex technical issues when required, while maintaining ownership and clear communication throughout the resolution process.</li> <li>Provide a high-touch customer experience focused on responsiveness, communication, and user satisfaction.</li> </ul> <p><strong>Device Lifecycle Management</strong></p> <ul> <li>Lead the setup, provisioning, deployment, and recovery of end-user hardware, with a primary focus on Mac devices.</li> <li>Manage asset tracking and hardware lifecycle processes, ensuring accurate inventory records and documentation.</li> <li>Support device enrolment, configuration, and management through endpoint management platforms such as Jamf and Microsoft Intune.</li> <li>Coordinate hardware replacements, upgrades, and refresh programmes as required.</li> </ul> <p><strong>Systems & User Administration</strong></p> <ul> <li>Administer user provisioning and deprovisioning across core business applications and SaaS platforms.</li> <li>Support identity and access management through technologies such as Okta, Google Workspace, Microsoft 365, and related platforms.</li> <li>Maintain accurate support documentation, procedures, and knowledge base articles.</li> <li>Partner with global IT teams to drive operational improvements, standardisation initiatives, and service enhancements.</li> </ul> <p><strong>Workplace Technology & AV Support</strong></p> <ul> <li>Provide first-line support for conference room technology and collaboration platforms.</li> <li>Troubleshoot Google Meet room systems, Logitech conferencing hardware, displays, peripherals, and connectivity issues.</li> <li>Coordinate with specialist AV support teams on complex incidents and escalations.</li> <li>Assist with event support, meeting preparation, and conference room readiness checks as required.</li> </ul> <p><strong>What You Need to Succeed</strong></p> <ul> <li>Proven experience in IT support or IT operations, ideally within a fast-paced technology environment.</li> <li>Ability to work independently while supporting a broad range of technical and operational responsibilities.</li> <li>Strong troubleshooting skills across macOS, Windows, endpoint devices, SaaS applications, workplace technologies, and collaboration tools.</li> <li>Hands-on experience with endpoint management, identity and access management, and IT service management platforms, including:</li> <ul> <li>Jamf</li> <li>Microsoft Intune</li> <li>Kandji</li> <li>Okta</li> <li>Google Workspace</li> <li>Microsoft 365</li> <li>Jira</li> <li>Zendesk</li> <li>ServiceNow</li> <li>Or similar technologies</li> </ul> <li>Advanced macOS support experience, including device provisioning, administration, enrolment, and end-user support.</li> <li>Excellent communication and customer service skills, with the ability to manage competing priorities and work effectively with minimal supervision.</li> </ul> <p><strong>Preferred Certifications</strong></p> <ul> <li>CompTIA A+</li> <li>CompTIA ITF+ (IT Fundamentals)</li> <li>Google IT Support Professional Certificate</li> <li>Microsoft Certified: Endpoint Administrator Associate</li> <li>Jamf Certified Associate</li> <li>Okta Certified Professional</li> </ul> </div>