Role Purpose
This hands-on IT Operations role delivers reliable day-to-day support, maintains end-user technology standards, supports joiner/mover/leaver processes, and contributes to operational improvements across the IT Operations team.
The role works closely with the IT Operations Manager, HR, Finance, Legal, game development teams, and wider Group IT teams to ensure IT services are delivered consistently, securely, and aligned with business needs
.
This role is ideal for an experienced IT Support Engineer or IT Operations Engineer seeking to broaden their operational experience in a dynamic environmen
t.
Key Responsibilit
iesIT Operations & Service Deliv
* eryProvide day-to-day hands-on IT support for Team17 employe
* es.Ensure responsive and professional support across Team17 departmen
* ts.Support the prioritisation and progression of tickets, tasks, and operational reques
* ts.Escalate complex issues appropriately and contribute to timely resoluti
* on.Support improvements that reduce repeat issues and improve service reliabili
ty.
Incident & Service Sup
* portSupport responses to incidents or service disruptions, ensuring clear communication and appropriate escalat
* ion.Contribute to service reviews and continuous improvement activ
* ity.Help maintain operational processes and support documentat
ion.
Team Su
* pportWork collaboratively with colleagues across IT Operations and wider Grou
* p IT.Promote operational standards, knowledge sharing, and consistent ways of wor
* king.Support a collaborative and customer-focused support cul
ture.
End-User Technology & Workplace Se
* rvicesMaintain operational standards for end-user computing, including laptops, desktops, builds, patching, and peripheral de
* vices.Support the lifecycle of user devices, including provisioning, refresh cycles, and asset tra
* cking.Support workplace technologies, including meeting-room AV and collaboration
* tools.Provide administrative support across corporate platforms, including Microsoft 365 and collaboration tools, plus JAMF / Intune where req
uired.
Identity & Access Man
* agementSupport operational management of identity and access using Microsoft En
* tra ID.Maintain access standards and support a group-based access
* model.Support secure and scalable access management, including periodic access r
eviews.
Joiners, Movers & Leave
* rs (JML)Partner with HR to support smooth and secure onboarding and offboarding pr
* ocesses.Support workflows for account creation, access provisioning, and employee dep
* artures.Help ensure employees receive a smooth Day-1 experience, with devices and system access ready when the
* y start.Maintain appropriate records for access provisioning and
removal.
Operational Readiness & Re
* liabilitySupport infrastructure and platform teams with operational tasks where
* required.Contribute to readiness checks, handover activities, and operational docum
* entation.Support device refresh, migration, and workplace technology ini
tiatives.
Security & Complian
* ce SupportSupport operational security practices, including MFA adoption, patching, endpoint standards, and acces
* s hygiene.Support disaster recovery and business continuity planning where
* required.Escalate security concerns appropriately and follow Group IT
standards.
Required
* ExperienceExperience in IT operations, service delivery, or hands-on
* IT support.Experience using IT Service Management platforms, such as Jira Service
* Management.Hands-on experience supporting corporate IT environments, including end-user devices, identity, SaaS platforms, workplace technology, PC and Mac environments, device standards, builds, and rollou
* t activity.Experience supporting Microsoft 365, Entra ID, and Intune or similar endpoint/device manage
* ment tools.Experience supporting Windows and Mac en
* vironments.Strong communication skills and the ability to work effectively with technical and non-technical st
* akeholders.Ability to prioritise workload, manage tickets, and escalate issues app
* ropriately.Good documentation and knowledge-shar
ing skills.
Preferred /
* Nice to HaveExperience in games, digital entertainment, or creative studio e
* nvironments.Experience supporting hybrid or distri
* buted teams.Familiarity with cloud environments such as AWS, Az
* ure, or GCP.Awareness of development tooling concepts such as Perforce, Git, or bu
* ild systems.Experience supporting on-premises infrastructure, networking, backup, or disaster recove
* ry services.Experience with JAMF, Intune, or other endpoint managemen
t platforms.
What Go
* od Looks LikeReliable and responsive IT support with high levels of user
* satisfaction.Strong hands-on technical support across Microsoft 365, endpoint, desktop, and user-access tro
* ubleshooting.Tickets and operational requests are progressed clearly and
* consistently.Escalations are handled appropriately, with clear communication during servic
* e disruption.Devices, access, and onboarding/offboarding processes are managed consistently
* and securely.Documentation is maintained and shared to improve te
* am knowledge.The role contributes positively to IT Operations stability, service quality, and continuous
improvement.