Technical I, IT Operations

Job Summary

The Technical I, IT Operations role at Concentrix involves providing end user support for desktop, network, telephony, and application environments. The position includes troubleshooting, repairing, upgrading hardware and software, and ensuring resolution of tickets within SLAs in a 24/7 operations setting.

Responsibilities

• Deliver support for desktops, laptops, hard phones, Wi-Fi devices, applications, and related hardware/software.
• Apply service management practices such as Problem Management, Incident Management, Root Cause Analysis, and ticket analysis.
• Troubleshoot local servers and network devices remotely in collaboration with Network and Server teams.
• Use intermediate knowledge of network, server, and voice infrastructure for troubleshooting and resolving issues.
• Perform technical diagnostics using tools like Ping, Tracert, AD Group Policy outputs, DNS troubleshooting, net commands, and IP configuration.
• Maintain structured cabling in hub rooms and data centers to support IT infrastructure reliability and compliance.
• Repair, replace, and upgrade hardware components including motherboards, SMPS, RAM, laptop LCD screens, keyboards, Avaya hard phones, and video conferencing equipment.
• Support software troubleshooting for Windows 10, MS Office 2013+, Outlook, Skype for Business, OneDrive, softphones, antivirus, printers, scanners, biometric devices, encryption, VPN, Wi-Fi, video conferencing, and HDD imaging.

Requirements

• 4.5+ years experience supporting desktop and laptop hardware/software in Windows PC/LAN environments or equivalent.
• Bachelor’s degree or diploma in Computer Science.
• MCSE or similar certifications preferred.
• Hands-on experience with desktops, laptops, Citrix client, Windows software, and hardware support.
• Experience troubleshooting MS Office 2010 and later versions.
• Proven skills in problem management, incident management, customer/client management, change management, root cause analysis, and ticket analysis.
• Strong team management, motivation, and development capabilities.
• Experience resolving issues with desktops, laptops, applications, hard phones, and Wi-Fi devices.
• Experience using Remedy and ITIL-based frameworks for ticket resolution.
• Experience maintaining compliance and audits aligned with COPC, ISO 27001, and contract standards.
• Flexibility to work overtime as needed.

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