IT Operations Specialist
Position Overview
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.
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.
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.
What You'll Do
End User Support
- Serve as a primary point of contact for employee IT support requests, providing timely and professional resolution of hardware, software, account, and access issues.
- Deliver an exceptional user experience throughout the employee lifecycle, including onboarding, day-to-day support, and offboarding.
- Troubleshoot and resolve issues across macOS, Windows, mobile devices, SaaS applications, and workplace technologies.
- Escalate complex technical issues when required, while maintaining ownership and clear communication throughout the resolution process.
- Provide a high-touch customer experience focused on responsiveness, communication, and user satisfaction.
Device Lifecycle Management
- Lead the setup, provisioning, deployment, and recovery of end-user hardware, with a primary focus on Mac devices.
- Manage asset tracking and hardware lifecycle processes, ensuring accurate inventory records and documentation.
- Support device enrolment, configuration, and management through endpoint management platforms such as Jamf and Microsoft Intune.
- Coordinate hardware replacements, upgrades, and refresh programmes as required.
Systems & User Administration
- Administer user provisioning and deprovisioning across core business applications and SaaS platforms.
- Support identity and access management through technologies such as Okta, Google Workspace, Microsoft 365, and related platforms.
- Maintain accurate support documentation, procedures, and knowledge base articles.
- Partner with global IT teams to drive operational improvements, standardisation initiatives, and service enhancements.
Workplace Technology & AV Support
- Provide first-line support for conference room technology and collaboration platforms.
- Troubleshoot Google Meet room systems, Logitech conferencing hardware, displays, peripherals, and connectivity issues.
- Coordinate with specialist AV support teams on complex incidents and escalations.
- Assist with event support, meeting preparation, and conference room readiness checks as required.
What You Need to Succeed
- Proven experience in IT support or IT operations, ideally within a fast-paced technology environment.
- Ability to work independently while supporting a broad range of technical and operational responsibilities.
- Strong troubleshooting skills across macOS, Windows, endpoint devices, SaaS applications, workplace technologies, and collaboration tools.
- Hands-on experience with endpoint management, identity and access management, and IT service management platforms, including:
- Jamf
- Microsoft Intune
- Kandji
- Okta
- Google Workspace
- Microsoft 365
- Jira
- Zendesk
- ServiceNow
- Or similar technologies
- Advanced macOS support experience, including device provisioning, administration, enrolment, and end-user support.
- Excellent communication and customer service skills, with the ability to manage competing priorities and work effectively with minimal supervision.
Preferred Certifications
- CompTIA A+
- CompTIA ITF+ (IT Fundamentals)
- Google IT Support Professional Certificate
- Microsoft Certified: Endpoint Administrator Associate
- Jamf Certified Associate
- Okta Certified Professional