IT Operations Technician in Harrogate

The IT Operations Technician plays a vital role within the IT Operations Team, a third-line support function within the IS Department. This position is responsible for progressing subsidiary integrations from conception through to completion, with a focus on identifying areas for improvement to continually develop and adapt the process based on lessons learned. Additionally, the role includes supporting general IT Operations services by delivering reliable, secure, and efficient IT services through monitoring, maintaining, and troubleshooting complex systems and infrastructure. Ensuring systems remain available, secure, scalable, and perform optimally to meet business needs is a key focus. The IT Operations Technician will also provide project support, working to deliver innovative new solutions for the business.

Role Responsibilities

• Take proactive steps to improve processes, work independently & suggest improvements to enhance overall team performance.
• Respond to customer inquiries with a focus on understanding their concerns & offering clear, helpful solutions.
• Demonstrate active listening & ensure customers feel valued by keeping them informed throughout the process.
• Apply logical reasoning to resolve issues & collaborate effectively to optimise outcomes.
• Manage ticket workload effectively & accurately.
• Proactively identify risks to SLA compliance & take corrective actions as needed.
• Collaborate within a major incident management (MIM) team to perform detailed root cause analysis for major incidents.
• Coordinate efforts to implement resolutions & ensure effective communication with stakeholders.
• Record highly detailed & accurate change plans.
• Capture & present all relevant information accurately for review & approval.
• Effectively manage your weekly change schedule ensuring approved changes are deployed on time.
• Ensure infrastructure assets are consistently recorded & maintained in the CMDB, validating data accuracy, supporting asset lifecycle management & resolving asset-related issues in collaboration with other teams.
• Take responsibility for managing the lifecycle of software licenses, ensuring accurate tracking, maintaining compliance & providing reports on usage & renewal statuses.
• Manage day-to-day interactions with suppliers, ensuring contracts & service level agreements (SLAs) are met.
• Resolve issues promptly to maintain service continuity.
• Take ownership of assigned project tasks, ensuring timely completion, maintaining clear communication with stakeholders & managing documentation & service deployment within the agreed timescales.
• Support the integration of newly acquired subsidiaries by collaborating with cross-functional teams to align systems, processes & data, ensuring that integration tasks are completed within set timelines.
• Contribute to continuous service improvement by actively identifying & analysing service performance gaps, recommending enhancements & collaborating with teams to implement improvements.
• Own patch management & backup processes, ensuring system stability & compliance with business continuity requirements.
• Escalate & resolve issues promptly, minimising disruption & aligning with organisational continuity goals.
• Manage proactive monitoring processes to identify & resolve alerts promptly, ensuring minimal disruption to business operations.
• Escalate & report more complex issues to relevant teams while maintaining system availability.
• Effectively manage network configurations to ensure secure & optimised network operations.

Additional Responsibilities

• Demonstrate competence in managing Windows Defender Firewall & FortiGate environments.
• Configure & maintain firewall rules, monitor traffic logs & ensure compliance with security standards under supervision.
• Able to configure & manage VoIP systems for small businesses, troubleshooting common issues like call quality, setup & registration.
• Understand network requirements (QoS, bandwidth).
• Manage the certificate lifecycle, ensuring certificates are issued, renewed & replaced according to schedule.
• Monitor for any expired or nearing expiry certificates & take proactive action to prevent disruptions.
• Oversee domain management across multiple platforms, collaborating with internal teams & subsidiaries to ensure consistency & compliance with organisational standards.
• Identify & resolve domain-related issues.
• Implement improvements to streamline processes.
• Responsible for maintaining UPS systems, performing basic troubleshooting, managing battery replacements & ensuring proper configuration for standard operations.
• Able to elevate issues when needed.
• Coordinate the scoping & requirements gathering for CCTV solutions, ensuring alignment with business & security needs.
• Support the installation & configuration of CCTV systems, ensuring they are delivered according to specifications.
• Understand the core functions of an ERP system & its integration with business processes.
• Provide effective first-line infrastructure support, addressing common issues & escalating complex problems appropriately.
• Understand the core functionalities of Warehouse Management Systems (WMS) & its interaction with warehouse processes.
• Collaborate with the Cyber Security team to deploy fixes for identified vulnerabilities, ensuring timely resolution & maintaining system integrity.

Skills & Personal Attributes

• Possess good time management & prioritisation skills.
• Professional & accurate written communication, tailored to the audience, including process documentation, technical guides & internal updates.
• Maintain tone consistency & clarity across platforms like emails, reports & presentations.
• Able to present effectively to small groups, clearly communicate ideas & engage audiences.
• Handle basic questions confidently & adapt presentations to suit the audience's needs.
• Demonstrate a strong understanding of processes, review existing workflows for efficiency & provide suggestions for incremental improvements while ensuring full adherence.
• Display a growing passion for technology, exploring how IT systems interact.
• Proactively apply new knowledge to day‑to‑day tasks, improving team efficiency or service delivery.
• Keep up with trends & share relevant findings with colleagues.
• Apply lateral thinking to troubleshoot moderately complex problems by exploring unconventional solutions & considering connections between seemingly unrelated issues.
• Demonstrate a deep understanding of ITIL frameworks & practices.
• Apply ITIL principles to real‑world situations, improving service management processes like Incident, Problem & Change Management, ensuring services align with business needs.
• Demonstrate competent management of Windows Server OS, configuring & managing essential services such as DNS, DHCP & Active Directory.
• Able to troubleshoot & resolve common issues independently.
• Adhere to standard procedures & best practices.
• Have basic understanding of Linux OS file system, carrying out basic tasks such as view, delete, create simple files.
• Skilled in configuring advanced features of MS Entra, such as identity protection, self‑service password reset & group‑based licensing.
• Proficient in managing both private & public cloud virtual servers (VS), able to configure & monitor VMs, manage storage & set up basic networking.
• Implement backup, scaling, or load balancing.
• Proficient in managing more complex Azure services, such as virtual networks, Azure SQL databases, or Azure Kubernetes Service.
• Proficient in managing more complex Amazon Web Services (AWS), such as VPCs, RDS databases, or Elastic Kubernetes Service (EKS).
• Demonstrate a deep understanding of Office 365 tools, capable of managing Sharepoint & Teams configurations.
• Proficient in managing device compliance, configurations & security policies.
• Demonstrate the ability to design & implement automated workflows using Power Automate.
• Demonstrate proficiency in configuring & managing DrayTek switches & APs, including VLANs, QoS & advanced wireless settings.
• Develop & implement basic automation solutions using tools like Ansible for configuration management or RPA for task automation.
• Intermediate knowledge of SIEM tools, able to configure & fine‑tune alerts, correlate security events across systems & investigate incidents.

CMS believes that a diverse and inclusive workforce enriches and is integral to the success of our company. We value diverse opinions and perspectives, and therefore welcome candidates from all backgrounds including but not limited to, ethnicity, gender, age, nationality, culture, religious beliefs, sexual orientation and neuro‑diversity.