Location
London

Hours
Core hours 08:00–18:00 on an 8-hour shift basis, including site-based cover and participation in a 24/7 on-call support rotation once fully trained.

Salary
Not specified

About the Role
As an Operations Engineer at The Telegraph, you will be a vital technical resource responsible for the day-to-day delivery, maintenance, and support of the business-facing Productivity and Corporate applications stack. This role offers an exceptional opportunity to accelerate your career in cloud engineering, gaining deep technical expertise in Google Workspace and Okta Workforce Identity Management under senior mentorship. Operating in a fast-paced build-and-run environment, you will manage daily business-as-usual tasks, triage tickets, and provide high-quality 2nd/3rd line support to approximately 1,700 users. The ideal candidate has foundational IT support experience, transferable technical skills, and a passion for solving business challenges with user-friendly solutions.

Key Responsibilities
- Manage, prioritise, and resolve daily ticket queues using service desk tools, providing elite 2nd/3rd line support for corporate applications.
- Actively triage operational issues, resolving technical tickets efficiently and escalating complex problems appropriately.
- Conduct daily system health checks, logging, and monitoring to proactively identify potential infrastructure issues.
- Assist senior team members with configuration changes, minor maintenance tasks, and policy applications across cloud systems.
- Utilise, validate, and help maintain internal technical knowledge bases and user-facing documentation.
- Support broader project rollouts, including new technologies, SaaS tools, and workflows.
- Provide site-based cover during core hours and participate in the 24/7 on-call support rotation once fully trained.

Experience
- Proven experience in an IT technical support role (Level 1 or 2) with understanding of standard business workflows.
- Exposure to or foundational experience with cloud productivity platforms such as Google Workspace or Office 365 and SaaS environments.
- Foundational awareness of cloud identity concepts, user lifecycles, and authentication protocols like SAML and OIDC.

About you
- Methodical and analytical problem solver with strong attention to detail.
- Excellent written and verbal communication skills with a collaborative approach to cross-departmental relationships.
- Understanding of modern operational environments including ITIL frameworks and Agile delivery methodologies.
- Curious about the potential and practical applications of Generative AI tools to enhance productivity and workflow efficiency.

Qualifications
- Introductory ITIL Foundation or Agile methodology certifications (desirable).
- Any entry-level Google Cloud, Google Workspace, or Okta certifications (desirable).
- Foundational exposure to Windows Server administration (desirable).
- Interest in or exposure to basic scripting languages such as Google Apps Script, JavaScript, or Python (desirable).
- Familiarity with enterprise Service Desk ticketing and Knowledge Management tools (desirable).