Provide Level 1 technical support, triaging and resolving support tickets in line with SLA targets
Manage and prioritise incoming support requests, escalating to senior team members where appropriate
Support customer deliverables and project tasks as directed by team leads
Maintain accurate documentation of issues, resolutions and knowledge base articles
Contribute to continuous improvement of support processes and customer satisfaction
Under the guidance of the Technology Operations Manager and Senior Technology Engineer, contribute to the agility and automation agenda
Support the development and maintenance of automation workflows using Power Platform and other tools
Assist with testing, deployment and documentation of new automation capabilities
Help maintain and support the A&O Business Hub platform and related integrations
Develop scripting and automation skills through hands-on project work
Work collaboratively with team members across UK, India and Kenya
Communicate clearly and professionally with internal stakeholders and external clients
Participate in team meetings and contribute to knowledge sharing
Proactively identify areas for improvement and raise suggestions with team leads

1-3 years of experience in IT support, helpdesk or technical operations roles
Good understanding of Microsoft technologies including Microsoft 365, Azure fundamentals and Windows environments
Experience with ticketing systems and IT service management processes
Basic understanding of networking, security and infrastructure concepts
Interest in automation, scripting (PowerShell, Python or similar) and process improvement
Strong written and verbal communication skills in English

Technology Operations Associate – IT Support

Key skills