ROLE OVERVIEW
We are looking for a hands-on IT Operations Engineer to join a single, combined team that delivers both Service Desk (SPOC) and IT Infrastructure operations. This is one team performing two functions end-to-end: service desk coordination plus L1 and part of L2 technical support across infrastructure, network, and security.
This is a hands-on, mid-level delivery role. Experienced candidates (up to around eight years) are welcome, provided they still personally perform the technical work — provisioning, troubleshooting, user administration, backups — rather than only overseeing a team. Candidates must be comfortable operating hands-on at L1 / L2 level and directly owning tickets from intake to closure.
The role suits a service-minded engineer who is equally strong on ITIL-based process (managing tickets against SLAs) and on core infrastructure troubleshooting at the server, virtualization, network, and security layers.
KEY RESPONSIBILITIES
Service Desk Operations & Coordination
Act as the Single Point of Contact (SPOC) for IT incidents, service requests, and user inquiries.
Receive requests across multiple channels (self-service portal, email, calls, Teams/WhatsApp) and log them as tickets promptly and accurately.
Create, categorize, prioritize, assign, and track tickets within the ITSM platform.
Ensure tickets contain complete and accurate information before assignment to the relevant support teams.
Act as coordinator between end users and L2/L3 or vendor teams, arranging technical sessions with end users where required.
Coordinate with internal technical teams, vendors, and stakeholders to facilitate timely incident and request resolution.
Monitor ticket queues and proactively follow up on pending, aging, and high-priority tickets.
Track tickets end-to-end to ensure compliance with agreed SLAs and operational procedures.
Escalate unresolved issues through the appropriate management and technical channels.
Provide regular status updates to users and stakeholders on progress and expected resolution timelines.
Coordinate incidents and service disruptions, ensuring effective communication among all involved parties.
Validate resolutions and ensure proper closure of incidents and service requests.
Ensure adherence to ITIL-based service management processes and governance requirements.
IT Infrastructure Operations
Monitor and support server, network, storage, and cloud infrastructure environments.
Perform system monitoring and operational maintenance activities.
Provision and configure virtual machines on VMware and Hyper-V (resource sizing, ISO/image, templates).
Administer user accounts, permissions, and access controls through Active Directory (OUs, group policy, security groups) and Azure AD / Entra (SSO, conditional access, MFA).
Support Windows and Linux servers, virtualization platforms, and enterprise applications.
Troubleshoot infrastructure incidents involving servers, networking, DNS, DHCP, VPN, and security services.
Coordinate and support backup and recovery activities, including snapshots and DR.
Assist in patch management, system upgrades, and infrastructure change implementations.
Support firewall, load balancer, and network connectivity troubleshooting activities.
Work with infrastructure teams to ensure service availability, capacity, and performance targets are achieved.
Maintain technical documentation, configuration records, and operational procedures.
REQUIRED SKILLS & TECHNICAL COMPETENCIES
ITIL / Service Management (process depth expected)
Clear understanding of the difference between incidents and service requests, and how SLAs apply to both.
Working knowledge of SLAs, OLAs, and KPIs and how they differ.
Priority handling (P1–P4) and what drives incident priority (business impact / urgency).
Change management basics, including normal changes, CAB, and SLA-clock behaviour during change.
Awareness of problem management and RCA, and maintaining records in the ITSM tool.
Ticket lifecycle ownership, escalation across L1/L2/L3, and vendor / underpinning-contract coordination.
Infrastructure & Platforms (hands-on)
Virtualization: VMware vSphere and Microsoft Hyper-V — VM provisioning, templates, and vMotion (live migration).
Backup & recovery: tools such as Veeam or Acronis; full/incremental jobs; clear grasp of backup vs snapshot; NAS/SAN and DR replication.
Microsoft: Active Directory (users, OUs, GPO), Windows Server, and Azure AD / Entra (SSO, conditional access, MFA); M365 / Exchange exposure is a plus.
Linux: server administration and troubleshooting on RHEL and Ubuntu (package managers, basic security model, log/process/disk checks).
Networking & security: firewall policies, VPN, proxy/NAT, DNS/DHCP; principle of least privilege; exposure to patching and vulnerability scanning (e.g. Tenable Nessus / VAPT).
Strong practical troubleshooting for server performance and connectivity (DNS, host/VM resource, patching).
QUALIFICATIONS & CERTIFICATIONS
Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent practical experience).
ITIL v4 Foundation is advantageous but NOT mandatory — the client values practical process knowledge over certification.
Technical certifications are a plus: Microsoft (AZ-104 / Windows Server), VMware VCP, Cisco CCNA/CCNP.
FIT & BEHAVIOURAL
Genuinely hands-on and happy to personally own and resolve tickets at L1/L2 (not seeking a purely supervisory role).
Strong customer-service orientation and clear English communication for user and stakeholder coordination.
Structured, methodical approach to prioritization under pressure; comfortable with typical volumes (~25–30 requests/day).
Flexible with rotational shifts / extended hours as per business need.