Technical Operations Analyst - Technet IT Recruitment Limited : Job Details

About the role The Technology Operations team provides first-line technical support both internally for colleagues and externally for technology partners. The team handles technical queries related to a primarily Apple Mac environment and supports critical infrastructure, as well as daily needs of internal teams.

In this role, you’ll gain a deep understanding of the core functionality of the organization, working closely with internal teams and key suppliers. Ensuring that staff have the best possible experience with the technology they use daily is a priority.

The organization uses both Macs and Windows, with most users running Macs, along with various SaaS applications. Computers are managed through a combination of Jamf and Intune, on a Meraki network. The workplace has no physical infrastructure aside from networking, with no Active Directory in use. Externally, the team supports key supplier relationships, payment schemes, and partners, managing issues as needed.

The organization operates 24/7, and as such, candidates must be available to work 37.5 hours a week between 7 am and 10 pm, Monday to Sunday.

As a Technology Operations Analyst, you’ll provide support for technology, assisting with hybrid support for colleagues and external partners, and helping to improve technology outcomes across the organization.

Key responsibilities:

• Provide first-line technology support for security issues raised via communication tools, email, and in-person interactions.
• Facilitate onboarding for new employees, ensuring they have the necessary equipment, software, and services to work effectively.
• Assist in managing asset inventory, procurement, repairs, auditing, and licensing.
• Handle computer hardware provisioning from returned stock.
• Coordinate collection of hardware from departing staff.
• Conduct daily equipment checks to ensure conference rooms are functional and display systems are working properly.

Requirements: The ideal candidate will:

• Have extensive knowledge and experience in supporting primarily Apple Mac environments, including macOS and Jamf, as well as Windows.
• Have experience in a first-line support role in a Mac environment.
• Be comfortable working in a technically complex and dynamic environment.
• Have an interest in and understanding of the organization’s technology.
• Exposure to incident management processes is beneficial.
• Be able to clearly communicate basic technical issues to other members of the team.
• Be capable of guiding non-technical staff through troubleshooting steps.
• Be organized, efficient, and detail-oriented.
• Work with other teams to implement solutions to technical problems.
• Contribute to maintaining a knowledge base that helps colleagues resolve issues independently.

Benefits:

• 25 days holiday (with flexibility for public holidays)
• An extra day off for your birthday
• Annual leave increases with length of service, plus the option to buy or sell up to five additional days.
• 16 hours of paid volunteering time annually.
• Salary sacrifice options, enhanced company pension scheme.
• Life insurance and group income protection.
• Private medical insurance, including mental health support and cancer care.
• Family-friendly policies.
• Employee referral incentive scheme.
• Membership to a benefits platform offering retail discounts, wellness resources, and perks.
• Access to initiatives such as Cycle to Work, salary sacrifice gym partnerships, and electric vehicle leasing.