IT Operations Specialist I (Global Virtual Service Desk)

TL;DR

IT Operations Specialist I (Global Virtual Service Desk): Providing Tier 1 virtual technical support for global employees across various platforms with an accent on rapid incident resolution and service request fulfillment. Focus on troubleshooting operating systems, remote access, account management, and ensuring 24x7 global support coverage from a dedicated shift.

Location: Fully onsite at our Bengaluru office, requiring a variable shift schedule including nights, evenings, or weekends to ensure 24x7 global coverage.

Company

hirify.global runs one of the world’s largest networks, providing security and acceleration for millions of websites and Internet properties, from individual bloggers to Fortune 500 companies.

What you will do

• Act as the primary virtual contact for the Global AskIT Service Desk, resolving incidents and service requests from employees worldwide via ticket, phone, and chat.
• Provide first-contact resolution for complex remote issues involving Windows/macOS operating systems, remote access (VDI), account management, email, and software applications.
• Utilize remote diagnostic tools and desktop sharing software to troubleshoot and resolve issues efficiently.
• Ensure all interactions are accurately logged, updated, and closed within the IT ticketing system, adhering to established SLAs.
• Proactively triage and escalate complex or high-priority incidents to Tier 2 support teams.
• Adhere strictly to a variable shift schedule (including nights, evenings, or weekends) 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 recommending process 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 variable shift schedule (including nights, evenings, or weekends) to meet the 24x7 global coverage requirement.
• Excellent written and verbal communication skills 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 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 (MFA, phishing awareness).
• Relevant industry certifications such as ITIL 4 Foundation, CompTIA A+, or Microsoft 365 Fundamentals.

Culture & Benefits

• On a mission to help build a better, free, and open Internet.
• Committed to building a diverse and inclusive team.
• Involved in initiatives like Project Galileo (protecting journalism), Athenian Project (government election security), and 1.1.1.1 (privacy-centric public DNS resolver).
• Focus on continuous development and learning new skills.