Global Technical Operations Engineer

This is a unique opportunity to work in a Global Support/Technical Operations Engineering environment, where you will be responsible for ensuring the security, integrity, and efficiency of IT systems and services.

As an experienced professional with at least 5 years of experience in Global Support/Technical Operations Engineering, preferably minimum of 3 years as L2 in an AU MSP environment, you will support all aspects of IT systems and services.

• Cloud Infrastructure support
• Ensure system and data security is maintained at a high standard, ensuring the integrity of the client network is not compromised.
• Intune device management including:
  • Configuration profiles
  • Compliance profiles
  • Endpoint Security Baselines & Hardening
  • Application deployments and patching
  • Exposure management
  • Cloud security management across AWS and Azure environments via Defender for Cloud and AWS security hub
• Proactive maintenance:
  • Build, maintain and manage the clients infrastructure
  • End-to-end system stability and performance
  • Incident and problem management
  • Patch and vulnerability management
• Monitor performance of company systems, ensuring issues are appropriately escalated and resolved.
• Management and support of any and all company 3rd party services.
• Microsoft 365 support:
  • Microsoft support (Exchange Online, SharePoint, MS Teams, OneDrive).
  • CSP & SPLA Service Management (Microsoft 365 License management and Azure subscription management).
  • Answer phone/email/tickets in a professional and timely manner.
  • Assisting clients or staff through a series of actions, either face to face; email or over the telephone to help set up systems or resolve issues.
  • Troubleshoot technical issues to resolution and/or escalate to supplier or partner organisations as required.
  • Provide first point or an escalation point from Level 1 across all support tickets.
  • Escalate at the appropriate time any difficult issues to level 3
  • Log all incidents and service requests in our designated Helpdesk system.
  • Manage Helpdesk tickets, planning and prioritising systematically to minimise backlog and ensure operational efficiency.
  • Power Platform
    • Understanding and some experience in designing, developing, and customising solutions using Power Apps, Power Automate, and Power Virtual Agents.
    • Understanding and some experience in integrating Power Platform solutions with Dataverse, SharePoint, SQL, and third-party APIs, ensuring seamless data flow and automation.
    • Understanding of best practices in Power Platform governance, security roles, DLP policies, and compliance frameworks within enterprise environments.
    • Ability to diagnose, troubleshoot, and resolve Level 2 technical issues, optimise performance, and support users in adopting Power Platform solutions effectively.
  • Reporting: Managed clients cadence meetings to ensure we maintain a high standard of service. Ensure that the reports are maintained and accurate.
  • Integration and Automation:
    • Manage and support integrated systems to ensure relevant data is available at all times.
    • Develop skills in Power Automate and Power Apps and AI/ML tools to help CI/CD processes.
    • Manage the integration between the applications to ensure the workflows are maintained.
    • Look at automation across systems updates and patching levels
  • Transition Management: Manage all Managed Service Transitions. Collaborate with the Professional Services team to provide technical assistants to project teams and assume technical project roles as needed, ensuring effective support for the deployment of new solutions.
  • Soft Skills:
    • Build and contribute to service documentation and knowledgebase.
    • Demonstrate commitment to and promotion of a culture of service excellence and continual improvement within the IT team.
    • Maintain and develop excellent working relationships with key suppliers, conducting dealings in a professional and appropriate manner.
  • Change and Release Management
    • Production support changes delivery
    • Configuration change management
    • Knowledge management and documentation
  • Security:
    • Ensure a secure and protected environment for clients and their systems
    • Maintain all end point security and patching levels. Ensure that all our internal infrastructure is secure and in alignment with the security methodology the company agrees to follow
    • Ensure system and data security is maintained at a high standard, ensuring the integrity of the organization network is not compromised.
    • Ensure that all client dashboards are secure to only the intended client's view