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.