IT Operations Technician

Provide day-to-day technical assistance across the organization by handling IT service requests and incident tickets, troubleshooting hardware and software, maintaining IT assets, and supporting users. The role offers career growth with exposure to infrastructure, endpoint management, security practices, and enterprise productivity tools.

Responsibilities

• Review, update, prioritize, and follow up on assigned tickets.
• Resolve hardware, software, network, printer, email, login, and access-related incidents.
• Handle account setup, password resets, software installation, device preparation, and access requests.
• Document troubleshooting steps, resolution notes, and ticket closure details.
• Follow SLA requirements and escalate unresolved issues.
• Install, configure, and troubleshoot desktops, laptops, printers, scanners, mobile devices, and business applications.
• Support Windows, macOS, Microsoft 365, email, VPN, Wi-Fi, and office productivity tools.
• Assist with onboarding and offboarding, including device setup, account creation, access removal, and equipment collection.
• Support basic MDM tasks, device compliance, standard policies, and mobile device issues.
• Troubleshoot LAN, Wi-Fi, VPN, and internet connectivity issues.
• Maintain IT asset, repair, support, and ticket records.
• Prepare user guides, knowledge base articles, and support documentation.
• Follow IT security, data privacy, and access control procedures.

Requirements

• Associate's or Bachelor's degree in IT, Computer Science, Computer Engineering, or a related field preferred.
• 2–3 years of IT support, service desk, helpdesk, desktop support, or IT operations experience.
• Hands-on experience with ITSM or ticketing systems, preferably Jira Service Management.
• Understanding of ITSM ticket types, SLA concepts, priorities, statuses, escalations, and resolution timelines.
• Experience troubleshooting Windows and/or macOS devices.
• Knowledge of Microsoft 365, Active Directory or Entra ID, email support, VPN, printer support, and endpoint troubleshooting.
• Basic exposure to MDM tools such as Microsoft Intune or Jamf is advantageous.
• Understanding of computer hardware, software, networking, and office applications.
• Clear technical documentation and strong communication skills with a customer-service mindset.
• Ability to prioritize multiple support requests and follow through to resolution.
• Relevant certifications such as CompTIA A+, ITIL Foundation, or Microsoft Certified are advantageous.

Benefits

• Performance-based incentives
• Clear career growth and development opportunities
• Collaborative and inclusive work environment with cross-regional exposure
• Health and wellness benefits