Technical I, IT Operations

The Technical I, IT Operations role provides end user support across Concentrix s desktop, network, telephony, and application environments. In this hands-on position, you will maintain, analyze, troubleshoot, repair, replace, and upgrade computer systems, hardware, software, and peripherals while serving as an escalation point to help ensure tickets and incidents are resolved within defined SLAs. Responsibilities Provide end user support across desktops, laptops, hard phones, Wi-Fi devices, applications, and related hardware and software environments. Apply service management fundamentals, including Problem Management, Incident Management, Root Cause Analysis, and ticket analysis for deskside equipment and support issues. Troubleshoot local servers and network devices in partnership with Network and Server teams through remote support channels. Use intermediate knowledge of network, server, and voice infrastructure to support effective troubleshooting and issue resolution. Perform technical analysis using tools and commands such as Ping, Tracert, AD Group Policy outputs, DNS troubleshooting, net commands, IP configuration, and related diagnostics. Maintain hub room and data center structured cabling, supporting a reliable and compliant IT infrastructure environment. Troubleshoot, repair, replace, and upgrade hardware components including motherboards, SMPS, RAM, laptop LCD screens, laptop keyboards, Avaya hard phone configurations, and video conferencing equipment. Support software troubleshooting, including Windows 10, MS Office 2013 and above, Outlook configuration, Skype for Business, OneDrive, softphones, antivirus, printers, scanners, biometric devices, data encryption, VPN, Wi-Fi configuration, video conferencing, and HDD imaging/ghosting. Perform firmware updates for deskside equipment, including Cisco and Avaya phones. Evaluate technical scenarios and recommend inputs to support decision-making on process exceptions. Coordinate troubleshooting for high-impact and Severity 1/2 issues, including communicating real-time updates to the BRC team. Support IT operations, end-to-end IT service delivery, and shift management activities. Assist with onboarding new accounts, ramp-ups, ramp-downs, and account movements. Manage BCP testing and failover activities by completing and/or coordinating floor checkouts. Help ensure site compliance and security by maintaining systems in alignment with COPC, ISO 27001, and contract compliance requirements. Resolve IT tickets using an ITIL-based framework while supporting audits and maintaining compliance standards. Raise change requests with required supporting artifacts as defined by process. Perform BitLocker desktop validation, OU Users Policy validation, and Computer OU Policy validation. Install encryption software on desktops and laptops to help ensure compliance. Support high IT VOC scores by delivering responsive, high-quality support to operations teams. Work rotational shifts, including predominant night shifts, in a 24/7 environment. Complete all assigned, mandatory training within the timeframe provided. Conduct and/or participate in regularly scheduled 1:1 meetings with your direct manager and/or direct reports. Desired Candidate Profile 4.5+ years of experience supporting desktop and laptop hardware and software in a Windows-based PC/LAN environment or equivalent. Bachelor's degree or diploma in Computer Science required. MCSE or similar certifications preferred. Hands-on experience supporting desktops, laptops, Citrix client, Windows software, and hardware. Experience troubleshooting MS Office 2010 and above. Proven experience in problem management, incident management, customer/client management, change management, root cause analysis, and ticket analysis. Strong team management, team motivation, and development skills. Prior experience troubleshooting, resolving, and supporting desktops, laptops, applications, hard phones, and Wi-Fi devices. Demonstrable experience in ticket resolution using Remedy and an ITIL-based framework. Experience maintaining systems compliance and audits aligned with COPC, ISO 27001, and contract compliance standards. Flexibility to work overtime as needed.