Offer summary

Qualifications:

Proven experience in an IT Helpdesk or technical support role., Strong understanding of computer hardware, software, and networks., Excellent problem-solving skills and attention to detail., Bachelor’s degree in Computer Science, Information Technology, or a related field is preferred..

Key responsibilities:

Provide remote helpdesk support to affiliate employees across various platforms.

Assist with network maintenance, troubleshooting, and upgrades.

Support pre-sales and post-sales activities, including customer assistance and RMA processes.

Monitor user/customer requests and assist with department process documentation.

Job description

Technical Operations Specialist responsibilities, but not limited to:
Helpdesk End User Support
Provide remote helpdesk support to affiliate employees. Including but not limited to supporting the following platforms:
Microsoft Windows, MacOS, Android, and iOS
Microsoft 365, including all Microsoft 365 apps; Outlook, Teams, Excel, Word, and others.
Remote Desktop support using Connectwise Automate
Endpoint - SentineOne
Proofpoint
Adobe
All major browsers
Other applications
Network support
Remotely assist with network maintenance, troubleshooting, modifications, and upgrades of all facilities, including its affiliates. Including, but not limited to
Supporting Fortinet Fortigate Gateways, all high availability setups
Microsoft 365 Entra, Intune, Exchange Online, Pureview
Microsoft Azure servers
Migrating to new network platforms as needed
Pre-Sales Support
Assist pre-sales engineering team, sales teams, and customers
Wi-Fi coverage heat map design using tools, such as Ekahau, and others
Generate sample BOM lists with the assistance of the pre-sales engineering team Post-Sales Support
Mikrotik post-sales support to customers after they purchase a Mikrotik product
Support other products
RMA Process
Monitor RMA requests
RMA Process
Monitor RMA requests
Create RMAs, VRAS
Technical Operations Department Administrative Tasks
Monitoring user/customer requests Connectwise Automate and shared inbox email
Assistance with department process documentation, including user, network, RMA, and
support processes
Assisting with Al training and validation
Assisting documenting department procedures
Other duties as assigned by the manager
The focus will be on end user and internal network monitoring and support, other responsibilities not limited to the list above will be assigned during downtime.

Requirements

Proven experience in an IT Helpdesk or technical support role.
Strong understanding of computer hardware, software, and networks.
Excellent problem-solving skills and attention to detail.
Effective communication and interpersonal skills.
Relevant certifications (e.g., CompTIA A+, Microsoft) are an advantage.
Bachelor’s degree in Computer Science, Information Technology, or a related field is preferred.

Benefits

- Competitive salary and benefits package.

- Opportunity for growth and career development.

- Training and support to enhance technical and customer service skills.

- Work in a dynamic and multicultural environment.

Required profile