Technical Operations Analyst, Cube

• Minimum 2-3 years experience in technical support, service desk, or IT operations roles
• Proven M365 administration experience (Entra ID, Exchange Online, Teams, SharePoint, Intune)
• Hands-on Windows 10/11 and macOS desktop/laptop support and troubleshooting
• Atlassian suite (Confluence, Jira) administration and support experience
• Excellent customer service and communication skills (verbal and written)
• Strong troubleshooting skills across hardware, software, network, and application issues
• Exposure to information security principles and compliance frameworks (ISO27001, SOC2)

Desirable

• We're seeking an experienced Technical Support Engineer to join our Workplace IT Support Team
• Reporting to the Workplace Services Support Manager, you'll deliver comprehensive M365, end-user compute, and workplace systems support to our global staff
• This role combines hands-on technical support with some project delivery, managing the complete staff life-cycle, and acting as a key technical resource supporting Security Operations, Business Systems, and IT Procurement functions
• This is an excellent opportunity for a self-motivated support professional to make a real impact in a fast-growing RegTech business serving global financial institutions
• Provide 1st/2nd line technical support for M365, end-user compute, and workplace systems to staff
• Log, prioritize, and resolve incidents via Service Desk ensuring SLA compliance, escalating complex issues as needed
• Participate in high-priority incident (P1/P2) response, maintaining detailed documentation for RCA
• Troubleshoot hardware, software, application, and connectivity issues using systematic diagnostic approaches, coordinating support cases with Microsoft, Dell, and other suppliers
• Complete daily, weekly and monthly checks and reports
• Identify opportunities for process improvements and automation
• Execute complete staff lifecycle management including onboarding/offboarding (account creation/revocation, license allocation, equipment provisioning), access requests, and regular access audits
• Administer M365 tenant (Entra ID, Exchange Online, Teams, SharePoint, Intune, Defender, Purview) including user/group management, Active Directory policies, routine maintenance, and hybrid identity infrastructure
• Assist Security Operations with incident investigation, roll-out of security controls, and compliance activities (ISO27001, SOC2)
• Provide technical and project support for Jira, Confluence, Miro and other business applications
• Obtain quotes, coordinate equipment orders, manage asset register, supplier relationships, and maintenance renewals
• Create and maintain technical documentation, procedures, knowledge base articles and training materials
• Participate in workplace technology projects including UAT, pilot programs, and training delivery