Technical Operations Associate

As we continue to grow, we are looking for a Technical Operations Associate to support the smooth running of our IT and operational environment through hands-on technical assistance, effective issue resolution, and strong process documentation. The role will work closely with the Ops and IT teams across active work streams, help improve recurring processes, and ensure systems, procedures, and SOPs remain accurate and up to date.

We are looking for someone with solid technical knowledge, gained through an IT background or an operations role with significant technical exposure, who can troubleshoot issues independently, collaborate confidently with technical colleagues, and document systems and processes based on practical, firsthand understanding.

Requirements

IT Technical Support

• Diagnose and resolve technical issues directly, including hardware, software, access, network connectivity, and core business systems.
  

• Provide IT support with sufficient depth to close most issues without escalation.
  

• Escalate only genuinely complex or infrastructure-level issues to senior IT.
  

• Maintain working knowledge of core systems, device and access management.
  

Systems Ownership & Documentation

• Identify undocumented technical systems and access or security procedures.
  

• Document processes and systems as an integral part of owning them.
  

• Convert IT and Operations processes into written, repeatable procedures.
  

• Keep documentation current as tools, systems, and processes evolve.
  

Process & Systems Improvement

• Identify recurring friction points across Ops and IT workflows.
  

• Propose and implement structured, practical improvements.
  

• Support the rollout of new tools, systems, or process changes.
  

• Standardize recurring admin or technical processes wherever possible.
  

Ops & IT Team Support

• Act as a flexible resource for the Ops and IT teams, picking up tasks as required.
  

• Support day-to-day execution across both teams' active workstreams.
  

• Take on ad hoc technical or operational requests from Ops and IT leads.
  

• Build sufficient working knowledge of both functions to provide support.
  

Reporting & Operational Visibility

• Track documentation coverage, including processes that remain undocumented.
  

• Report on IT request volume, resolution time, and recurring issue types.
  

• Maintain a clear record of changes, fixes, and documentation updates.
  

• Prepare structured updates on operational workload, documentation coverage, and single points of knowledge dependency.
  

• Diagnoses and resolves issues directly rather than defaulting to escalation.
  

• Treats undocumented knowledge as an operational risk.
  

• Operates as a credible technical peer to senior technical staff rather.
  

• Maintains process discipline, improving systems proactively.
  

• Adapts readily to shifting priorities across Ops and IT.
  

• Remains calm and organized under multiple concurrent requests.
  

• Takes ownership of systems through to resolution.
  

• 3+ years' experience in an IT support, systems administration, or technical operations role, with demonstrable hands-on troubleshooting.
  

• Practical, working understanding of core IT systems: networking fundamentals, device and endpoint management, and access control.
  

• Track record of documenting processes as an integral part of their role.
  

• Sufficient technical confidence to operate as a peer to senior technical staff.
  

• Experience working within an operations function in a structured environment.
  

• Formal IT or technical certification (CompTIA A+ / Network+ , ITIL Foundation, or similar).
  

• Experience administering Google or Microsoft at administrator level.
  

• Experience independently building a documentation system or wiki.
  

• Experience operating in multi-entity, international, or fast-scaling businesses.
  

• IT troubleshooting across hardware, software, network, and access issues.
  

• Working knowledge of core Group IT systems architecture.
  

• Ability to document technical and operational processes clearly.
  

• Proficiency in documentation tools, workspace platforms, and ticketing software.
  

• High attention to detail and record-keeping discipline.
  

• Confidence to engage directly with senior technical staff.
  

• Clear communication across technical and non-technical audiences.
  

• Process improvement mindset, resolving root causes.
  

Benefits