IT Operations Technician

About the Role:

Key Responsibilities:

• Respond to and resolve incident tickets, including hardware, software, network, printer, email, login, and access-related issues.
• Handle service request tickets, such as user account setup, password reset, software installation, device preparation, access requests, and basic configuration changes.
• Ensure tickets are properly documented with troubleshooting steps, resolution notes, and closure details.
• Follow agreed SLA requirements and escalate tickets when issues cannot be resolved within the expected timeframe.
• Install, configure, and troubleshoot desktops, laptops, printers, scanners, mobile devices, and standard business applications.
• Support Windows, macOS, Microsoft 365, email, VPN, Wi-Fi, and office productivity tools.
• Assist with onboarding and offboarding activities, including device setup, account creation, access removal, and equipment collection.
• Support basic MDM-related tasks, such as enrolling devices, checking device compliance, applying standard policies, and assisting users with mobile device issues.
• Perform basic troubleshooting for network connectivity issues, including LAN, Wi-Fi, VPN, and internet access.
• Maintain accurate records of IT assets, repairs, support activities, and ticket history.
• Prepare simple user guides, knowledge base articles, and support documentation when required.
• Follow company IT security, data privacy, and access control procedures.

Requirements

• Associate’s or Bachelor’s degree in Information Technology, Computer Science, Computer Engineering, or a related field preferred.
• 2–3 years of experience in IT support, service desk, helpdesk, desktop support, or IT operations support.
• Hands-on experience handling tickets in an ITSM or ticketing system, preferably Jira Service Management.
• Understanding of common ITSM ticket types, including incidents, service requests, access requests, and escalations.
• Basic understanding of SLA, ticket priority, ticket status, escalation, and resolution timelines.
• Experience troubleshooting Windows and/or macOS devices.
• Basic 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, Jamf or similar platforms is an advantage.
• Good understanding of computer hardware, software, networking, and common office applications.
• Ability to document troubleshooting steps and ticket resolutions clearly.
• Strong communication skills with a customer-service mindset.
• Able to prioritize multiple support requests and follow up until resolution.
• Professional certifications such as CompTIA A+, ITIL Foundation, Microsoft Certified, or related IT support certifications will be an advantage.

Why Join Us