IT Operations Support Engineer
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Summary
Internal IT Operations role at Benchmark's Horsham head office: acting as technical escalation point for the service desk, administering Microsoft 365 and Active Directory, and supporting cloud/on-premise infrastructure, backups, patching and security compliance, plus IT projects. Onsite in Horsham with occasional travel to other UK offices.
As an IT Operations Support Engineer, you will play a key role in supporting, maintaining and improving Benchmark’s technology estate. Working within the IT Operations team, you will provide technical support across infrastructure, cloud services, end-user computing, applications and collaboration platforms, helping to deliver a secure, stable and high-performing technology environment.
You will act as a technical escalation point for IT support issues, assisting colleagues across the business while supporting the delivery of technology projects and continuous improvement initiatives. This role offers exposure to a broad range of technologies and provides an excellent opportunity to contribute to the ongoing modernisation of Benchmark’s IT services.
IT Operations & Support
- Act as a technical escalation point for the IT Service Desk, supporting the resolution of incidents and service requests.
- Investigate, diagnose and resolve infrastructure, application and end-user computing issues within agreed service levels.
- Support and administer Microsoft 365, Active Directory and associated enterprise technologies.
- Monitor system health, availability, performance and capacity across technology services.
- Administer user accounts, permissions and access controls in line with security requirements.
- Support collaboration, conferencing and communication platforms used across the business.
- Assist with endpoint management, device provisioning and user onboarding activities.
Infrastructure & Security
- Support the maintenance and operation of cloud and on-premise infrastructure.
- Assist in maintaining backup, recovery and business continuity solutions.
- Work with Information Security teams to support compliance, security controls and audit activities.
- Support patch management, vulnerability remediation and system hardening initiatives.
- Assist in identifying, investigating and resolving infrastructure risks and operational issues.
Projects & Continuous Improvement
- Contribute to infrastructure upgrades, technology projects and transformation initiatives.
- Support the implementation of new technologies, applications and services.
- Identify opportunities to improve operational efficiency through automation and process improvements.
- Assist with testing, deployment and change activities across the IT estate.
- Maintain accurate technical documentation, knowledge articles and operational procedures.
Supplier & Stakeholder Management
- Liaise with third-party suppliers, vendors and service partners to support issue resolution and service delivery.
- Provide technical guidance and advice to colleagues across the business.
- Build effective working relationships with technology, information security and business stakeholders.
- Travel to Benchmark offices when required to support projects, implementations or operational activities.
- Experience working in an IT Operations, Infrastructure, Systems Administration or Technical Support role.
- Experience supporting Microsoft technologies, including Microsoft 365 and Active Directory.
- Experience working within an IT Service Management environment, managing incidents, requests and changes.
- Strong troubleshooting and problem-solving skills across multiple technology platforms.
- Experience supporting end-user computing environments and business applications.
- Understanding of technical documentation, operational procedures and support processes.
- Strong written and verbal communication skills.
- Ability to prioritise workloads and manage competing demands effectively.
- Strong organisational skills and attention to detail.
- Ability to work independently and collaboratively within a team environment.
Desirable
- Experience with Microsoft Intune and Endpoint Manager.
- Knowledge of PowerShell scripting and automation.
- Experience supporting Azure or other cloud-based infrastructure platforms.
- Knowledge of virtualisation technologies such as VMware or Hyper-V.
- Experience supporting backup and recovery solutions.
- Understanding of Exchange Online, email administration and messaging security.
- Knowledge of networking concepts, including TCP/IP, DNS, DHCP and VPN technologies.
- Experience supporting IT audits, compliance activities or security reviews.
- Industry certifications such as Microsoft, ITIL or CompTIA qualifications.
You'll be based at Benchmark's Head Office on the Broadlands Business Campus near Horsham, West Sussex. From time to time, you'll also support colleagues at our other UK office locations, including our London offices and the wider Benchmark network.
Our campus offers a modern working environment supported by leading technology, collaborative workspaces and excellent onsite facilities, including a restaurant, coffee shop and gym. A regular shuttle bus service operates between Horsham railway station and the office.