IT Operations Coordinator

ACS Performance; Ellesmere Port; On-site; GBP 35,000 - 50,000; Full time

Job summary

A leading company in IT services is seeking a 2nd/3rd line support specialist to assist end-users and maintain essential infrastructure documentation. The successful candidate will have a strong customer service mindset, extensive knowledge of ITIL practices, and over 5 years of experience in technical support roles. Responsibilities include managing VoIP systems, supporting local IT projects, and ensuring compliance with IT policies.

Qualifications

• Degree or diploma in Computer Science or Electronic Engineering.
• 5+ years in IT support or similar roles.
• Experience in global organizations preferred.

Responsibilities

• Act as 2nd/3rd line onsite support for end-users.
• Maintain and improve IT knowledge base and documentation.
• Provide local support for networking, telephony, and server infrastructure.

Skills

Customer Service Mindset

ITIL Framework

Windows Infrastructure

Network Infrastructure

VoIP Systems

Education

Degree in Computer Science

Diploma in Electronic Engineering

Job description

Act as 2nd/3rd line onsite support for end-users, assisting the Global Service Desk

Track and resolve tickets (incidents, requests, and tasks)

Maintain and improve IT knowledge base and documentation

Deliver high-quality support with a customer-first mindset

Infrastructure & Compliance

Maintain and update infrastructure documentation and CMDB data

Provide local support for networking, telephony, and server infrastructure

Ensure compliance with ITIL practices, technical standards, and security policies

Manage local vendors (e.g. ISPs and mobile carriers)

Perform out-of-hours support as agreed

Projects & Coordination

Act as a technical specialist in local/global IT projects (e.g., office moves, M&A)

Review local IT-related invoices and manage procurement of peripherals

Represent IT in governance meetings

Mobile & Telephony

Manage VoIP, mobile devices, and carrier contracts

Handle device procurement and contract renewals with manager approval

Requirements:

Degree or diploma in Computer Science, Electronic Engineering, or equivalent experience

5+ years in IT support or similar technical roles

Strong knowledge of:

Windows and Microsoft server infrastructure

Network infrastructure and VoIP systems

Mobile device and telephony management

ITIL framework and CMDB practices

Experience in a global organization preferred

Excellent communication and customer service mindset