TL;DR

IT Operation Specialist I: Providing Tier 1 technical support to global employees through virtual channels, focusing on remote incident resolution and service request fulfillment. With an accent on operating systems, remote access, account management, and software applications. Focus on minimizing disruption across the organization by ensuring continuous global support coverage.

Location: Fully onsite in Bengaluru, India, 5 days a week. Afternoon Shift schedule 3:30 pm IST to 12:30 am IST, subject to change based on business needs

Company

%hirify_global% is on a mission to help build a better Internet by providing security and acceleration services to millions of websites and Internet properties globally.

What you will do

Act as the primary virtual contact for the Global AskIT Service Desk, resolving technology incidents and service requests.
Provide first-contact resolution support for complex remote issues involving operating systems, remote access, and software applications.
Ensure all interactions are accurately logged, updated, and closed within the IT ticketing system, adhering to SLAs.
Support user accounts and access permissions across various critical corporate systems.
Contribute to the Global Knowledge Base by documenting new resolutions and troubleshooting steps.

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 common technology stacks.
Proven ability to utilize remote desktop tools and diagnostic software.
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 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 in a global setting.
Familiarity with modern device management/endpoint protection tools such as JAMF or Microsoft Intune.
Strong understanding of networking fundamentals and IT security best practices.
Relevant industry certifications such as ITIL 4 Foundation, CompTIA A+, or Microsoft 365 Fundamentals.

Culture & Benefits

Committed to protecting the free and open Internet.
Offer tools to defend journalism and civil society organizations against attacks.
Provide governments with protection and reliability for election information and voter registration.
Focused on building a faster, more secure, and privacy-centric public DNS resolver.

It Operation Specialist I