IT Ops Engineer

About Wellspring

Wellspring Worldwide, Inc. is a leading provider of web-based software systems for managing research, technology commercialization, and innovation operations for universities, companies, government agencies, and independent labs. Founded in 2003, Wellspring has grown to serve over 500 organizations globally, including Fortune 500 companies, SMEs, hospitals, and universities. The company's flagship products—Sophia, Flintbox, and Zeto—enable organizations to manage the entire innovation lifecycle, from discovery and IP management to commercialization and knowledge transfer.

General Summary

The IT Ops Engineer III provides advanced technical support to ensure the smooth operation of internal technology applications and infrastructure, primarily within a Microsoft-focused environment. This role offers opportunities for skill development and certification, and is part of a dynamic, globally connected IT team supporting critical operations across multiple regions. Key responsibilities include troubleshooting, maintaining system security, and driving IT improvement initiatives.

Key Responsibilities

• Provide advanced technical support via phone, email, and messaging to Windows and Mac users.
• Diagnose and resolve complex software, hardware, and network issues.
• Deploy and maintain user computer systems, peripherals, and mobile devices.
• Perform updates, repairs, upgrades, backups, and general system maintenance.
• Ensure operational efficiency, security, and stability of IT systems and data.
• Utilize Wellspring's admin portals (Intune, M365, Sophos, Barracuda, etc.).
• Manage application user access, security settings, and permissions.
• Support and implement IT infrastructure improvements, process optimizations, and documentation updates.
• Actively participate as a key contributor in IT projects and initiatives

Daily Responsibilities

• Monitor, prioritize, and resolve employee IT support requests.
• Deploy and support Windows and Mac workstations via Intune.
• Administer and troubleshoot SaaS and on-premises applications.
• Respond to security alerts and system notifications.
• Identify and implement process and infrastructure improvements.
• Escalate complex issues to other IT staff as needed.

General Expectations

• Flexibility: Adapt to shifting priorities in a fast-paced environment; participate in on-call rotations and off-hours maintenance.
• Independence & Accountability: Manage workload effectively while collaborating with the team.
• Technical Expertise & Learning: Support a Microsoft-centric environment with a focus on continuous learning and certification.
• Professionalism & Collaboration: Approach challenges with confidence and problem-solving skills.
• Wellspring's culture values knowledge-sharing, cross-team mobility, and offers significant growth opportunities in IT operations, DevOps, security, cloud services, and infrastructure management.

Key Performance Indicators (KPIs)

• Resolve end user requests daily, ensuring productivity.
• Successfully execute incoming user requests and system updates/upgrades.
• Effectively use central monitoring and management systems.
• Assist in continuous improvement of IT processes, documentation, and security

Required Skills and Experience

Technical Skills:

• Strong experience administering Microsoft and Mac systems.
• Knowledge of SaaS application administration and user management.
• Ability to follow and update IT procedures and documentation.

Daily Tools & Technologies:

• JIRA Service Desk, Windows 11, Mac OS
• Microsoft 365 (Admin Center, Entra ID, Exchange Online, SharePoint Online, Teams Admin)
• Microsoft Endpoint Management (Intune), System Center Suite
• Backup solutions, antivirus/security tools, VOIP system administration, GitHub
• Windows Server (Active Directory, PowerShell, DNS, DHCP)
• Networking basics (VPNs, firewalls, routing, subnets)
• Cloud platforms (Azure, AWS)

Education & Experience:

• Level 3/4 Diploma, HNC, HND, or Bachelor's degree in IT or related field (or equivalent experience)
• 1–8 years of experience in IT support and infrastructure administration

Travel Requirements:

Occasional travel to other Wellspring offices within the region or abroad