IT Operation Specialist (IT Operations)

TL;DR

IT Operation Specialist (IT Operations): Acting as the primary virtual contact for a global service desk, swiftly responding to and resolving technology incidents and service requests from employees worldwide across virtual channels. Focus on efficient troubleshooting using remote diagnostic tools, strict adherence to established SLAs for different global regions, and participation in a mandatory rotating shift schedule covering 24x7 global support.

Location: The role is based out of the Bengaluru office. Day and Morning shifts require full-time, 5-day-a-week onsite presence in the Bengaluru office. The Night shift is performed fully remotely. All employees must participate in a monthly shift rotation covering Day, Night, and Morning shifts, in addition to a rotating weekly on-call schedule for critical weekend and holiday coverage.

Company

hirify.global runs one of the world’s largest networks, powering millions of websites and Internet properties for customers ranging from individual bloggers to Fortune 500 companies, protecting and accelerating Internet applications.

What you will do

• Act as the primary virtual contact for the Global AskIT Service Desk, swiftly responding to and resolving technology incidents and service requests via ticket, phone, and chat.
• Provide first-contact resolution support for complex remote issues involving operating systems (Windows/macOS), remote access (VDI), account management, email, and software applications.
• Master the use of remote diagnostic tools and desktop sharing software to troubleshoot and resolve issues efficiently.
• Adhere strictly to a mandatory monthly rotating shift schedule (Day, Morning, Night) and a weekly rotating on-call schedule to ensure continuous 24x7 global coverage.
• Support user accounts and access permissions, including provisioning, modification, and deactivation across various corporate systems.
• Contribute to the Global Knowledge Base by documenting new resolutions and identifying trends for process or system improvements.

Requirements

• 1–2 years of demonstrated IT Service Desk or helpdesk experience in a high-volume, corporate environment, with a focus on remote/virtual support.
• Expert-level troubleshooting skills across Windows and macOS operating systems, mobile platforms, and Microsoft/Google productivity suites.
• Proven ability to utilize remote desktop tools and diagnostic software to resolve technical issues efficiently.
• Willingness and ability to reliably work a rotating monthly shift schedule (Day, Morning, Night), transitioning between onsite work (Day/Morning) and fully remote work (Night), and participate in a required weekly on-call rotation.
• Excellent written and verbal communication skills in English with a professional, culturally sensitive, and empathetic demeanor for supporting a global, diverse user base.
• Associate’s degree in Information Technology, Computer Science, or a related field (or equivalent professional experience).

Nice to have

• Proven experience with IT Service Management (ITSM) ticketing systems (e.g., Jira Service Management, ServiceNow) in a global setting.
• Familiarity with modern device management/endpoint protection tools such as JAMF or Microsoft Intune for remote administration.
• Strong understanding of networking fundamentals (VPN, TCP/IP, DNS) and IT security best practices.
• Relevant industry certifications such as ITIL 4 Foundation, CompTIA A+, or Microsoft 365 Fundamentals.

Culture & Benefits

• hirify.global is on a mission to help build a better Internet, protecting the free and open Internet.
• Engages in projects like Project Galileo, protecting journalism and civil society organizations, and the Athenian Project, securing government election websites.
• Released 1.1.1.1, a faster, more secure, and privacy-centric public DNS resolver.
• Committed to building a diverse and inclusive team, providing equal employment opportunity for all people.
• Provides reasonable accommodations to qualified individuals with disabilities.