Technical Support II, IT Operations

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Job Description

The global technology and services leader that powers the world’s best brands, today and into the future. We’re solution-focused, tech-powered, intelligence-fueled. With unique data and insights, deep industry expertise, and advanced technology solutions, we’re the intelligent transformation partner that powers a world that works, helping companies become refreshingly simple to work, interact, and transact with. We shape new game-changing careers in over 70 countries, attracting the best talent.

In our Information Technology and Global Security team, you will deliver the latest technology infrastructure, transformative software solutions and industry-leading global security for our staff and clients. You will work with the best in the world to design, implement and strategize IT, security, application development, innovation, and solutions in today’s hyperconnected world. You will be part of the technology team that is core to our vision of develop, build and run the future of Integrated Services.

Our game-changers around the world have devoted their careers to ensuring every relationship is exceptional. And we’re proud to be recognized with awards such as "World's Best Workplaces," “Best Companies for Career Growth,” and “Best Company Culture,” year after year.

We embrace our game-changers with open arms, people from diverse backgrounds, who are curious and willing to learn. Your natural talent to help others and go beyond WOW for our customers will fit right in with what we do and who we are.

Join us and be part of this journey towards greater opportunities and brighter futures.

The Technical Support II, IT Operations role provides end-user support across desktop, network, telephony, and application environments. This role maintains, analyzes, troubleshoots, repairs, replaces, and upgrades computer systems, hardware, software, and peripherals while serving as an escalation point to help ensure incidents and tickets are resolved according to SLAs. The ideal candidate brings strong communication, attention to detail, sound judgment, and end-to-end accountability for keeping the on-premises network operating effectively.

Responsibilities

• Participate in Incident Management, including Sev1 incident support, production floor validation, artifact collection, Ping/Trace Route analysis, and coordination with technical teams to isolate and resolve issues.

• Provide L1 support for network, server, voice, desktop, application, and telephony infrastructure, including Concentrix and client-owned equipment as applicable.

• Support new transitions by ensuring image and desktop readiness, validating SCCM images, and keeping systems updated with required patches, service packs, customer software, and documentation.

• Support IT compliance, security, audit readiness, and BCP testing across PCI, HIPAA, COPC, ISO 27001, SSAE, endpoint encryption, access controls, failover testing, and required documentation.

• Oversee and coordinate a team of 5-10 team members, including scheduling work hours and shifts, providing real-time performance feedback, assisting with hiring activities, and preparing reports and updates for management.

• Complete all assigned, mandatory training within the timeframe provided.

• Conduct and/or participate in regularly scheduled 1:1 meetings with your direct manager and/or direct reports.

Qualifications

• 3-5 years of experience supporting desktop, network, server, voice, telephony, and application environments in an IT Operations or technical support setting.

• Working knowledge of Active Directory, Group Policy, DNS, DHCP, file servers, SCCM imaging, endpoint encryption, patching, and desktop compliance controls.

• Ability to troubleshoot hardware, software, network, and peripheral issues while managing tickets and incidents in line with SLA expectations.

• Understanding of IT security, compliance, audit, and business continuity practices, including PCI, HIPAA, COPC, ISO 27001, SSAE, and BCP requirements.

• Strong communication, problem-solving, prioritization, documentation, and attention-to-detail skills.

• Ability to manage health checklists, asset and software inventory validation, bandwidth consumption reporting, and operational updates on daily, monthly, quarterly, half-yearly, and yearly schedules.

• Willingness to work rotational shifts in a 24/7 environment, including predominantly night shifts as required.

• Nice to have: Experience overseeing or coordinating a team of 5-10 people, including shift scheduling, real-time feedback, hiring support, and management reporting.

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