Your Next Big Move Starts Here

The Team

IC Group builds powerful digital engagement solutions that connect brands with people through promotions, live events, mobile messaging, and gamified experiences. We work with leading brands and event operators to create experiences that drive participation, loyalty, and measurable results.

Our teams are responsible for the secure delivery and execution of all client programs and projects. ICG aims to act as a trusted partner and strives to deepen client relationships based on trust, security, integrity, commitment, accountability, and delivery.   We are continuously evolving our solutions and are further modernizing our IT practices through various initiatives, inclusive of AI use in strategic ways, and adopting a platform foundation.

Role Overview

The IT Systems & Support Specialist is a hands-on role with two equally important responsibilities. The first is support of our cloud and on-premise productivity platforms: administering Microsoft Azure, Windows Servers and Microsoft 365 day to day, keeping them secure, well documented, and cost-aware. The second is direct support of our people: this is the person our staff reach for when a laptop, an account, a printer, or an application gets in the way of their work.

This position sits between the IT Specialist and the Infrastructure Platform Lead balancing responsibilities from both. It carries more depth than the IT Specialist role in Azure and Microsoft 365, where this person is expected to configure and secure the environment rather than just operate within it. It does not carry accountability for production platform architecture, deployment patterns, or technical leadership of the wider team; those remain with the Infrastructure Platform Lead, who this role partners with closely and escalates to.

Each day will be different, with time split between scheduled cloud and on-premise platform work, user support and service requests, and progress on corporate projects. Success in the role depends on being genuinely good at all aspects and disciplined about protecting time for the support queue when the platform work is busy.

Given the nature of ICG’s business, this position plays a key role in ensuring the organization meets the expectations of our enterprise clients, including strict compliance with our security standards (such as, but not limited to, ISO 27001, GDPR, and PCI DSS) and client-specific security requirements

Key Tasks And Responsibilities

Azure Cloud Infrastructure

• Administer and maintain ICG’s Azure environments, including subscriptions, resource groups, virtual machines, virtual networks, storage, App Services, Key Vault, Gateways, Front Door and other native resources.
• Deploy and maintain cloud resources to established secure patterns, applying least-privilege access and multi-factor authentication, and automating routine deployments and updates where practical.
• Deploy and manage cloud resources using infrastructure as code rather than portal clicks, maintaining templates with Bicep so environments are repeatable, reviewable, and consistent.
• Maintain and build deployment pipelines in Azure DevOps and GitHub, including source control of infrastructure code, branching and pull request review, and automated build and release pipelines.
• Manage secrets, service connections, and deployment identities securely within those pipelines, and keep infrastructure code aligned with the deployment patterns and standards set by the Infrastructure Platform Lead.
• Monitor cloud infrastructure for availability, performance, and capacity, responding to alerts and participating in on-call duties.
• Track and report cloud spending, flag anomalies, and recommend cost containment opportunities such as rightsizing, and decommissioning unused resources.
• Maintain backup, restore, and recovery processes for cloud workloads, including scheduled restore testing to prove the backups work.
• Keep configuration and procedure documentation current for every environment this role touches, so the environment can be audited and handed over without existing knowledge.

Microsoft 365 Administration

• Administer the Microsoft 365 tenant day to day, including Entra ID, Exchange Online, SharePoint Online, Teams, and Intune.
• Manage identity and access administration: account lifecycle from setup to deletion, group and role assignment, conditional access, and multi-factor authentication enrolment.
• Administer SharePoint Online and Teams structure, permissions, external sharing, and retention settings in line with our security and licensing standards.
• Maintain Microsoft 365 license assignment and reconciliation so the company is always compliant and is not paying for licenses it does not use.
• Automate recurring administrative work with PowerShell and Microsoft 365 native tooling, and document what the scripts do.

Server and Application Support

• Maintain and administer Windows servers and the corporate applications running on them, ensuring a high level of security, performance, and uptime.
• Work with team members on the installation and testing of operating system and application updates, which will at times fall outside business hours or on weekends.
• Monitor servers and services for issues with applications, disk space, CPU, memory, or anything else that may affect end users, and act as a first responder during on-call duties.
• Support deployment and configuration of corporate and custom applications, escalating production platform changes to the Infrastructure Platform Lead.

On-Premise Infrastructure Support

• Administer on-premise Active Directory, including domain controllers, group policy, DNS and DHCP, replication health, and hybrid identity synchronization with Entra ID.
• Maintain Hyper-V virtualization servers: host and guest configuration, resource allocation, patching, virtual machine provisioning and decommissioning.
• Support the corporate network: switches, wireless access points, structured cabling, ISP troubleshooting, and connectivity between head office and remote users.
• Administer firewalls and perimeter security, including rule and policy changes, VPN and remote access, and firmware updates, with changes documented and reviewed.
• Maintain on-premise file, print, and application servers alongside their storage, including capacity planning, share and permission structures, and backups.
• Look after physical infrastructure and the environment it lives in: server room and equipment racks, uninterruptible power supplies, environmental and hardware monitoring, warranty and vendor support, and hardware lifecycle planning.
• Keep network and infrastructure documentation current, including network maps, IP addressing, firewall rule records, and equipment inventory, so the environment can be audited and recovered.
• Support hybrid operations end to end, including the network paths, identity synchronization, and connectivity that link on-premise systems to Azure and Microsoft 365.

End User Support

• Provide assistance and troubleshooting for technical issues on end-user workstations, laptops, handheld devices, printers, and peripherals, both onsite and for remote staff.
• Act as a point of contact in the help desk queue, owning tickets through to resolution and keeping users informed along the way.
• Install, upgrade, and support software such as Microsoft 365, and operating systems including Microsoft Windows and macOS.
• Configure and deploy new end-user systems, manage hardware inventory and lifecycle, and coordinate repairs and replacements.
• Support office network operations at our locations, including local network equipment, printers and copiers, meeting room technology, and connectivity for remote offices.
• Deliver short user training and produce clear how-to guides, particularly for Microsoft 365 features that reduce repeat tickets.

Security, Risk and Compliance

• Operate within, and help maintain, controls aligned to ISO 27001, GDPR, PCI DSS and customer specific requirements treating security as part of daily work rather than a separate activity.
• Review application and system logs for errors and security concerns, and support vulnerability threat assessment scans and remediation cycles.
• Handle generation, maintenance, and renewal of TLS certificates, and keep endpoint protection, patching, and secure configuration standards current.
• Participate in internal and external audits, gather evidence, and complete assigned remediation items on schedule.
• Maintain and test backup and disaster recovery processes for corporate systems and data, including regular restores to prove integrity.
• Document and communicate security policies and procedures to users in language they can act on.

Other Duties

• From time to time there will be other duties as needed to be performed in this role and should be treated just as important as the other duties in this document.

Overall, here’s what our successful candidate should possess:

Interpersonal Skills

• Strong English communication skills, both verbally and in writing, and you are at your best explaining technical things to people who are not technical.
• Self-directed and thorough, and you genuinely enjoy helping your colleagues, with a strong commitment to service excellence.
• Ability to remain calm in stressful situations and you can hold a support conversation and a platform problem in your head at the same time.
• Strong organization and time management skills, and you protect scheduled platform work without leaving users waiting.
• You are curious, you like to automate what you have done more than once, and you document as you go.

Required Experience & Capabilities

• University degree, diploma or certification in an IT related field or equivalent experience.
• Four to six years in a fast-paced Microsoft environment, including at least two years of hands-on Microsoft Azure administration.
• Microsoft certification in a relevant area or equivalent demonstrated experience.
• Demonstrated experience supporting people who depend on the availability and proper operation of IT environments, including direct troubleshooting with those users.
• Experience working to tight timelines and competing priorities, and comfort working in a secure, audited environment.

Technical Environment (Representative, Not Exhaustive)

• Microsoft Azure: including virtual machines, virtual networks, storage, App Services, Key Vault, Service Bus, Gateways, Front Door and other native resources.
• Microsoft 365: Entra ID, Exchange Online, SharePoint Online, Teams, and Intune.
• AI: Microsoft Copilot, Claude
• Microsoft server platforms: Windows Server, Active Directory, Internet Information Server, file services, RDS, and Hyper-V.
• End-user platforms: Windows 11, macOS, network printers, mobile handhelds, and remote desktop support for remote users.
• Networking and security: TCP/IP, firewalls, certificates, encryption, backup, and data protection and recovery technologies.
• On-premise infrastructure: managed switches, wireless access points, perimeter firewalls and VPN, and uninterruptible power supplies.
• Automation and documentation: PowerShell scripting, technical system documentation, and user-facing how-to guides.
• Infrastructure as code and pipelines: Azure DevOps and GitHub, VS Code, source control and pull request workflows, and YAML pipelines

Assets / Nice to Have however can learn, use and support:

• Experience in a PCI DSS, ISO 27001, or GDPR compliant environment.
• Hardware support for Dell and Apple products, Adobe Creative Cloud, EndPoint Central, SQL Server, Jira, RabbitMQ, and Great Plains.
• Exposure to Linux, Containers, and to additional cloud platforms such as OVH, AWS or Google Cloud