Support & Operations Specialist

About the Role:

This role supports the day-to-day operation of the service desk by improving ticket flow, onboarding readiness, and alignment between support, sales, and accounts. It is a hands-on technical support role with responsibility across dispatch, onboarding, compliance, and pre/post-sales support. The objective is to increase efficiency, reduce escalation, improve onboarding consistency, and remove operational bottlenecks across the business.

Client Background:

Core Responsibilities

The core focus of this role is owning operational flow end-to-end, not just supporting tasks. Key priorities are:

Ticket Dispatch & Flow Ownership
Ensure tickets are correctly prioritised, assigned to the right skill level (L1/L2/L3), actively followed up, and driven to resolution within SLA—reducing noise and unnecessary escalation.

Onboarding Readiness & Compliance
Prepare client environments before deployment, check security, configuration, and standard stack alignment, and ensure onboarding is completed consistently and within defined timelines.

Operational Coordination Across Teams
Act as a bridge between support, onboarding, sales, and accounts—keeping visibility across work in progress and removing operational bottlenecks.

Process Discipline & Documentation
Maintain accurate documentation, support standardised workflows, and contribute to compliance checks and environment reviews (e.g., SMB1001-style alignment).

Reducing Dependency on Senior Staff
Take ownership of recurring operational and technical-prep tasks so leadership can focus on higher-level strategy rather than day-to-day follow-ups.

Required Capability

• Strong Level 2/3 technical experience
• Solid understanding of:
Microsoft 365
Endpoint management (Intune)
Basic networking concepts
• Ability to priorities and coordinate work effectively
• Strong documentation and process discipline
• Clear communication across technical and non-technical areas