Property It Operations Engineer At Sun International
Job Description
The Property IT Operations Engineer (L1) provides technical support and operational services across workplace technologies, infrastructure services, business systems and operational technology environments.
The role is responsible for incident resolution, technical troubleshooting, service request fulfilment, technology implementation and operational support activities to ensure reliable, secure and business-aligned technology services.
Working within approved standards, governance frameworks and service management processes, the role supports business continuity, employee productivity and guest service excellence by maintaining technology availability, resolving technical issues and contributing to effective day-to-day technology operations.
The role also supports endpoint and device management, technology monitoring, asset lifecycle activities, approved changes and maintenance, while identifying opportunities to improve technology services, operational efficiency, automation and user experience.
Core behavioural & Technical / proficiency competencies
Behavioural
Continuous Improvement
Integrity
Teamwork
Collaboration
Transparency
Adaptability
Problem-Solving
Customer Centricity
Lifelong Learning
Respect for Diversity
Technical
IT Service Management (ITIL)
System Support & Troubleshooting
End-User Computing Support
Microsoft 365 Administration and Support
Endpoint Configuration and Device Management
Identity and Access Administration
Infrastructure and Network Support
Incident and Service Request Management
Technology Asset Management
Backup and Recovery Operations
Technology Monitoring Tools
Technology Deployment & Maintenance
Operational Technology Support
Technical Documentation & Knowledge Management
Governance & Compliance
Risk & Control Assurance
Analytical Thinking
Operational Excellence
Data-driven Decision Making
Continuous Improvement & Innovation
Basic Networking
Microsoft Infrastructure Technologies
The role has accountability for technical support delivery, incident resolution, service request fulfilment, endpoint and workplace technology support, operational troubleshooting, technology asset activities and approved technology maintenance and recovery activities.
Job Requirements
Qualifications
Degree in Information Technology, Computer Science or a related field [Required]
ITIL Foundation certification is advantageous
Microsoft / Infrastructure certifications, such as Azure or Windows Server, are advantageous
Basic networking certification, such as CCNA, is advantageous
Experience
3 - 5 years' experience in technology support, end-user computing, infrastructure support, service desk operations, workplace technology support or related technology disciplines
Experience resolving technical incidents and fulfilling service requests within agreed service levels
Experience supporting endpoint devices, workplace technologies, collaboration tools and user technology services
Experience diagnosing and troubleshooting hardware, software, network and infrastructure issues
Experience with Microsoft 365 administration and support
Experience with endpoint configuration and device management
Experience supporting identity and access administration
Experience with technology monitoring, maintenance and operational support activities
Experience performing technology asset lifecycle activities, including deployment, recovery, inventory verification and refresh
Experience maintaining technical documentation, configuration records and knowledge resources
Experience working within IT service management, governance and compliance processes
Experience in a customer-focused technology support environment
Key Areas of Responsibility
Deliver technical support services by resolving incidents, fulfilling service requests and restoring technology services across workplace technologies, business systems and operational environments.
Configure, deploy, maintain and support endpoint devices, workplace technologies, collaboration tools and user technology services to enable secure and effective technology use.
Monitor technology services, operational events and system performance indicators, escalating identified issues and supporting operational stability.
Diagnose, troubleshoot and resolve hardware, software, network, infrastructure and operational technology issues to minimise business disruption and maintain service availability.
Execute approved changes, deployments, patching, maintenance, backup validation and recovery activities to support service continuity and operational resilience.
Execute technology asset lifecycle activities, including deployment, recovery, inventory verification, refresh and maintenance activities in accordance with approved standards, procedures and asset governance requirements.
Maintain support documentation, technical procedures, configuration records and knowledge resources to support operational effectiveness and service continuity.
Identify and recommend opportunities to improve technology services, operational efficiency, automation and user experience.
Apply approved governance, security, risk and compliance requirements within the technology support environment.
Maintain accurate records of incidents, service requests, troubleshooting activities, technical resolutions, asset information and operational activities.
Escalate complex or high-impact technical issues through the appropriate service management and technical escalation channels.