It Operation Specialist

TL;DR

It Operation Specialist (System Engineering): Provide Tier 1 technical support for global employees via virtual channels with an accent on remote incident resolution, shift rotation, and account management. Focus on managing 24x7 global support coverage, troubleshooting Windows/macOS systems, and ensuring seamless service continuity across multiple shifts.

Location: Must be based in Bengaluru, India with mandatory onsite presence for Day and Morning shifts and remote work for Night shifts

Company

hirify.global operates one of the world’s largest networks powering millions of websites, focusing on internet security and performance.

What you will do

• Serve as primary virtual contact for global IT service desk, resolving technology incidents via ticket, phone, and chat.
• Provide first-contact resolution for complex remote issues on Windows/macOS, remote access, and software applications.
• Adhere to mandatory rotating shift schedule covering Day, Morning (onsite), and Night (remote) shifts plus weekly on-call rotation.
• Support user account and access management including provisioning and enforcing IT security policies.
• Document resolutions and contribute to knowledge base and process improvements.

Requirements

• Must be located in Bengaluru, India with ability to work onsite and remotely as per shift schedule.
• 1–2 years IT service desk or helpdesk experience with remote support focus.
• Expert troubleshooting skills on Windows, macOS, and productivity suites.
• Ability to work rotating shifts including nights and participate in on-call rotations.
• Excellent communication skills for supporting a global, diverse user base.
• Associate’s degree in IT, Computer Science, or equivalent experience.

Nice to have

• Experience with ITSM ticketing systems like Jira Service Management or ServiceNow.
• Familiarity with device management tools such as JAMF or Microsoft Intune.
• Understanding of networking fundamentals and IT security best practices.
• Relevant certifications like ITIL 4 Foundation, CompTIA A+, or Microsoft 365 Fundamentals.

Culture & Benefits

• Work in a diverse and inclusive environment committed to equal opportunity.
• Opportunity to contribute to impactful projects protecting free and open internet.
• Supportive team culture with focus on learning and development.
• Reasonable accommodations available for qualified individuals with disabilities.