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About the Role
As an Operations Engineer, you will be a vital technical resource within the team responsible for the day-to-day delivery, maintenance, and support of TMG's business-facing Productivity and Corporate applications stack.
This role represents an exceptional opportunity to accelerate your career in cloud engineering, developing deep technical domain expertise in Google Workspace and Okta Workforce Identity Management under the direct mentorship of senior team members.
Operating in a fast-paced build-and-run environment, you will handle daily business-as-usual (BAU) tasks, triage tickets, and provide high-quality 2nd/3rd line support to a user base of roughly 1,700. The ideal candidate has foundational IT support experience, transferable technical skills from another stack, a keen interest in mastering cloud workspace administration, and a "can-do" passion for solving business challenges in user-friendly ways.
Key Responsibilities
- Ticket Management & Support: Manage, prioritise, and resolve your own daily ticket queue using service desk tools, providing elite 2nd/3rd line support for corporate applications.
- Operational Triage: Actively triage operational issues, resolving technical tickets efficiently and accurately escalating complex problems to senior engineers or vendors.
- System Hygiene & Monitoring: Conduct daily system health checks, logging, and monitoring to proactively identify and flag potential infrastructure issues early.
- Configuration Assistance: Assist senior team members with configuration changes, minor maintenance tasks, and policy applications across supported cloud systems.
- Documentation Support: Utilise, validate, and help maintain the team's internal technical knowledge base and user-facing documentation.
- Project Participation: Assist in broader project rollouts, supporting the introduction of new technologies, SaaS tools, and workflows into BAU operations.
- Operational Support: Provide site-based cover during core hours (08:00-18:00hrs) on an 8-hour shift basis, alongside entering the 24/7 on-call support rotation once fully trained.
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Essential Skills
- Technical Support Experience: Proven experience in an IT technical support role (Level 1 or 2) with an understanding of standard business workflows.
- Cloud & SaaS Familiarity: Exposure to or foundational experience with cloud productivity platforms (such as Google Workspace or Office 365) and SaaS environments.
- Identity Basics: Foundational awareness of cloud identity concepts, user lifecycles, and core authentication protocols like SAML and OIDC.
- Troubleshooting & Analytics: A methodical, analytical approach to problem-solving with an inherent attention to detail.
- Communication & Collaboration: Excellent written and verbal communication skills, paired with a collaborative approach to building cross-departmental relationships.
- Framework Awareness: Understanding of modern operational environments, including ITIL frameworks and Agile delivery methodologies.
- AI Curiosity: Awareness of the potential and practical applications of Generative AI tools to boost personal productivity and workflow efficiency.
Desirable Skills
- Introductory ITIL Foundation or Agile methodology certifications
- Any entry-level Google Cloud, Google Workspace, or Okta certifications
- Foundational exposure to Windows Server administration
- Interest in or exposure to basic scripting languages (e.g., Google Apps Script, JavaScript, or Python)
- Familiarity with enterprise Service Desk ticketing and Knowledge Management tools
Benefits
The nature of our industry means life at the Telegraph Media Group is fast-paced, demanding, and interesting. We also want it to be rewarding for everyone who works here by creating a suite of benefits that contribute to lifestyle choices and leisure activities. From dynamic working opportunities, medical cover, and parental leave (six months fully paid maternity leave and enhanced paternity/partner leave), to life assurance and season ticket loans, you can choose from a range of flexible benefits, designed to support your lifestyle and help you achieve a healthy work-life balance.
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Training and development
With support from your manager and colleagues, you'll also have access to a variety of training and development opportunities through The Academy. Covering a range of personal and professional skills, our courses enable you to develop an enjoyable and rewarding career.
Our commitment to inclusion
At Telegraph Media Group, we foster a diverse and inclusive workplace and we are committed to building a team that reflects a wide variety of skills, perspectives, and backgrounds. We believe in equality of opportunity and welcome candidates from all backgrounds, regardless of age, gender, ethnicity, disability, sexual orientation, gender identity, socio-economic background, religion, and/or belief.
We are proud to be a Level 3 Disability Confident Leader as part of the government's Disability Confident Scheme. If you are disabled or have a long-term health condition and would like support in applying for any of our roles or if you require any reasonable adjustments in the recruitment process with us, please make us aware.
To find out more about Diversity, Inclusion and Belonging at Telegraph Media Group, and for more information on our purpose, beliefs, and people values, please visit our website.
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