IT Technical Operations Specialist
21 hours ago
This is a technical support specialist position that provides advanced technical assistance, escalated troubleshooting, and assists in maintaining operational continuity across various systems, hardware, and software platforms.
">- Tier 2 Support & Troubleshooting: Handle escalated issues from Tier 1 support, including hardware, software, network, and application issues. Perform root cause analysis and implement permanent solutions.
- Incident & Request Management: Manage and resolve incidents and service requests using ITSM tools (e.g., Jira Service Management), ensuring proper documentation, ticket updates, and timely communication with stakeholders.
- Hardware & Software Support: Configure, deploy, and troubleshoot laptops, desktops, mobile devices (macOS, Windows, iOS, Android), and business-critical software.
- Account & Access Management: Administer user accounts, permissions, and security groups across Active Directory, SSO platforms, SaaS applications, and collaboration tools.
- System Maintenance: Perform scheduled system checks, software installations, updates, and patching to maintain compliance and system health.
- Knowledgebase & Documentation: Contribute to internal documentation and support knowledgebase articles to improve resolution efficiency and promote self-service.
- Onboarding & Offboarding Support: Ensure smooth onboarding and offboarding by preparing devices, accounts, and resources, coordinating with HR and ITAM for asset handling.
- Collaboration & Escalation: Collaborate with engineering, security, and vendor support teams for high-complexity incidents, infrastructure issues, and service outages.
- Compliance & Audits: Support IT audits and compliance efforts (ISO, SOC 2, internal controls) by maintaining secure practices and accurate logs.
The ideal candidate will have experience supporting and managing IAM platforms such as Okta, familiarity with enterprise applications such as Microsoft 365, Intune MDM, Kandji, Microsoft Exchange, GSuite, Atlassian Jira/Confluence, Zoom, and Slack, and a solid understanding of SAML, SCIM, and OAuth-based application integrations.
Requirements- Coursework in IT or a related field, or an equivalent combination of skills and experience.
- Able to juggle multiple requests, prioritize appropriately, and resolve technical issues independently.
- Working knowledge of system provisioning, OS configuration, and patch management.
- Proactive approach to continuous learning and problem-solving in a dynamic IT environment.
This role offers a competitive salary, comprehensive benefits package includes HMO for the contractor and immediate family after three months, sick leave and paid time off after three months, maternity/paternity leave (applicable after six months), internal training, opportunities for personal and professional growth within a supportive team.
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