IT Operations Engineer

We are seeking a skilled and proactive IT Operations Engineer to join our team. In this critical role, you will be instrumental in delivering IT support to Distilled’s Employees enabling a seamless hybrid working environment and ensuring everyone has the tools and support needed to do their best work, while maintaining the smooth operation and continuous improvement of our internal IT systems. 

You'll leverage your expertise to resolve complex technical challenges, contribute to strategic IT initiatives and work with a diverse range of cutting-edge technologies that drive our company's success. This is an exciting opportunity to deepen your technical knowledge, enhance our operational efficiency, and play a key role in scaling our IT environment.

As an IT Operations Engineer, you, along with the existing ITOps team,  will be responsible for a wide range of technical operations, ensuring the delivery of dependable and resilient IT services. The ideal candidate can balance reactive support—managing urgent incoming issues—with proactive work such as scheduled maintenance and strategic improvements, while consistently looking for opportunities to optimize systems & processes and to ensure that our employees have the tools to do their best work.

• IT Support & Service Delivery: Deliver comprehensive remote and onsite IT support through the ticketing system for approximately 250 employees across multiple locations and countries, with a strong focus on providing an excellent service experience for all users. Responsibilities include troubleshooting hardware, software, and system issues, managing equipment lifecycle and procurement, and overseeing the user lifecycle, including onboarding and offboarding. The role also requires a proactive approach to anticipating user needs and continuously improving the support experience.

• Infrastructure Administration: Administer, monitor and optimize critical IT infrastructure, including networking, firewalls, video conferencing and AV systems, ensuring performance, security and high availability. Manage and secure remote devices via Jamf, Intune and Google Workspace

• Identity & Access Management: Manage user accounts and permissions within Okta/Active Directory, encompassing security policy and MFA administration. Optimise the IT aspects of employee onboarding and offboarding processes.

• Operational Excellence & Documentation: Drive continuous improvement initiatives for IT operations. Create and maintain comprehensive IT documentation. Co-manage IT asset inventory and refine escalation processes.

• Project Contribution & Event Support: Contribute to the planning and implementation phases of IT projects with a focus on innovation, automation and security. Provide technical support for company-wide initiatives and events.