IT Operations Engineer

About PhoenixDX

PhoenixDX is a digital transformation and software delivery partner, helping organisations achieve meaningful business outcomes through modern platforms, structured delivery and trusted advisory capability. We combine consulting, architecture and engineering excellence to move our customers from idea to measurable value with clarity and confidence.

What you will do

You will own PhoenixDX's day-to-day IT operations, including helpdesk, hardware, identity and access, onboarding and offboarding, and the running of our core systems and cloud platforms.

An AI-first mindset is essential: you will build and operate AI agents and lightweight internal tools that take recurring manual work off your plate. You will report directly to the Cyber Security Manager.

Key responsibilities

• Own Level 1/2 helpdesk support, including password resets, VPN, printers, software installs and laptop support.

• Own identity and access, plus onboarding and offboarding end-to-end, including provisioning, deprovisioning, MFA, groups, accounts, devices and checklists across Google Workspace and Microsoft 365.

• Manage device builds, domain joins, endpoint compliance, decommissioning and application whitelisting.

• Own the hardware, licence and asset lifecycle, including procurement, imaging, inventory, warranty and disposal.

• Operate and monitor core systems and cloud platforms, such as GCP and AWS, at an operational level.

• Execute security controls, including patch deployment using Action1, vulnerability scans, remediation tracking and evidence collection.

• Administer ISO 27001 evidence, and support security and platform uplift initiatives, including Netskope, Essential Eight, Atlassian Guard and Google Workspace guardrails.

• Co-build AI agents that automate recurring helpdesk, onboarding and support work, then run them day to day.

• Generate automated IT and cyber reports, and help run proactive cyber communications for staff.

• Track all support activity in Jira Service Management, and maintain SOPs, runbooks and knowledge base articles.

Who you are

• You have 1–3 years' experience in IT support, helpdesk or IT operations.

• You have hands-on experience administering Google Workspace and/or Microsoft 365.

• You have some exposure to at least one cloud platform, such as GCP, AWS or Azure, at an operational level, including monitoring, backups and access requests.

• You are comfortable with ticketing and ITSM tools, such as Jira Service Management or equivalent.

• You have a genuine AI-first mindset: you already use AI tools daily and want to build agents and automations. This is the single most important trait for this role.

• You follow documented procedures and escalate appropriately, rather than improvising in production.

• You have clear written documentation habits.