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, DeepL, 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