Role Purpose
This hands-on IT Operations role delivers reliable day-to-day support, maintains end-user technology standards, supports joiner/mover/leaver processes, and contributes to operational improvements across the IT Operations team.
The role works closely with the IT Operations Manager, HR, Finance, Legal, game development teams, and wider Group IT teams to ensure IT services are delivered consistently, securely, and aligned with business needs.
This role is ideal for an experienced IT Support Engineer or IT Operations Engineer seeking to broaden their operational experience in a dynamic environment.
Key Responsibilities IT Operations & Service Delivery
* Provide day-to-day hands-on IT support for Team17 employees.
* Ensure responsive and professional support across Team17 departments.
* Support the prioritisation and progression of tickets, tasks, and operational requests.
* Escalate complex issues appropriately and contribute to timely resolution.
* Support improvements that reduce repeat issues and improve service reliability.
Incident & Service Support
* Support responses to incidents or service disruptions, ensuring clear communication and appropriate escalation.
* Contribute to service reviews and continuous improvement activity.
* Help maintain operational processes and support documentation.
Team Support
* Work collaboratively with colleagues across IT Operations and wider Group IT.
* Promote operational standards, knowledge sharing, and consistent ways of working.
* Support a collaborative and customer-focused support culture.
End-User Technology & Workplace Services
* Maintain operational standards for end-user computing, including laptops, desktops, builds, patching, and peripheral devices.
* Support the lifecycle of user devices, including provisioning, refresh cycles, and asset tracking.
* Support workplace technologies, including meeting-room AV and collaboration tools.
* Provide administrative support across corporate platforms, including Microsoft 365 and collaboration tools, plus JAMF / Intune where required.
Identity & Access Management
* Support operational management of identity and access using Microsoft Entra ID.
* Maintain access standards and support a group-based access model.
* Support secure and scalable access management, including periodic access reviews.
Joiners, Movers & Leavers (JML)
* Partner with HR to support smooth and secure onboarding and offboarding processes.
* Support workflows for account creation, access provisioning, and employee departures.
* Help ensure employees receive a smooth Day-1 experience, with devices and system access ready when they start.
* Maintain appropriate records for access provisioning and removal.
Operational Readiness & Reliability
* Support infrastructure and platform teams with operational tasks where required.
* Contribute to readiness checks, handover activities, and operational documentation.
* Support device refresh, migration, and workplace technology initiatives.
Security & Compliance Support
* Support operational security practices, including MFA adoption, patching, endpoint standards, and access hygiene.
* Support disaster recovery and business continuity planning where required.
* Escalate security concerns appropriately and follow Group IT standards.
Required Experience
* Experience in IT operations, service delivery, or hands-on IT support.
* Experience using IT Service Management platforms, such as Jira Service Management.
* Hands-on experience supporting corporate IT environments, including end-user devices, identity, SaaS platforms, workplace technology, PC and Mac environments, device standards, builds, and rollout activity.
* Experience supporting Microsoft 365, Entra ID, and Intune or similar endpoint/device management tools.
* Experience supporting Windows and Mac environments.
* Strong communication skills and the ability to work effectively with technical and non-technical stakeholders.
* Ability to prioritise workload, manage tickets, and escalate issues appropriately.
* Good documentation and knowledge-sharing skills.
Preferred / Nice to Have
* Experience in games, digital entertainment, or creative studio environments.
* Experience supporting hybrid or distributed teams.
* Familiarity with cloud environments such as AWS, Azure, or GCP.
* Awareness of development tooling concepts such as Perforce, Git, or build systems.
* Experience supporting on-premises infrastructure, networking, backup, or disaster recovery services.
* Experience with JAMF, Intune, or other endpoint management platforms.
What Good Looks Like
* Reliable and responsive IT support with high levels of user satisfaction.
* Strong hands-on technical support across Microsoft 365, endpoint, desktop, and user-access troubleshooting.
* Tickets and operational requests are progressed clearly and consistently.
* Escalations are handled appropriately, with clear communication during service disruption.
* Devices, access, and onboarding/offboarding processes are managed consistently and securely.
* Documentation is maintained and shared to improve team knowledge.
* The role contributes positively to IT Operations stability, service quality, and continuous improvement.
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