IT Operations Specialist

Responsible for ensuring the effective delivery, availability, and continuous improvement of technology services across the organization. The role supports day-to-day operations by managing incidents and service requests, maintaining infrastructure and connectivity services, coordinating with vendors and third-party providers, administering operational processes, and ensuring compliance with ITSM practices, SLAs, and organizational standards. The position is focused on maintaining service reliability, operational efficiency, and customer satisfaction through proactive monitoring, issue resolution, asset management, and continuous improvement initiatives. The position utilizes IT Service Management (ITSM) tools to log, track, escalate, and resolve incidents and requests, maintain accurate documentation, manage IT assets, contribute to knowledge management, and support continuous service improvement initiatives to enhance service quality and customer satisfaction.

Operational Duties

• Monitor, maintain, and troubleshoot wired and wireless network infrastructure.
• Administer FortiGate Firewall.
• Analyze and resolve network-related incidents and performance issues.
• Coordinate with telecom providers, network vendors, and service providers to support issue resolution.
• Manage and coordinate the incident lifecycle, including ticket assignment, prioritization, escalation, tracking, and resolution in accordance with SLA commitments
• Maintain IT assets across all sites, including hardware, network equipment, and UPS systems, ensuring accurate inventory records, warranty coverage, lifecycle management, and operational readiness.
• Act as the primary liaison between end users, backline support teams, vendors, and stakeholders to facilitate problem resolution, prevent service disruptions, and ensure high levels of customer satisfaction.
• Deliver Level 1 and Level 2 support services, including troubleshooting, diagnosis, restoration, resolution validation, and documentation of software, hardware, and infrastructure-related incidents.
• Deliver end-user support services and ensure adherence to agreed service levels and customer satisfaction targets.
• Perform diagnostic and troubleshooting activities with users and ensure all actions, decisions, resolutions, and outcomes are accurately documented within the Service Desk system
• Assist users to test fixes to ensure incidents have been adequately resolved.
• Continually measure, monitor, and reduce incident levels by identifying problems and continuous improvement opportunities.
• Provide support and guidance on enterprise collaboration tools and platforms.
• Provide technical guidance and consultation to end users and internal IT teams.
• Deliver knowledge-sharing sessions and technical training to Service Desk and wider BIS teams on supported technologies and processes.

Management of Third-Party Suppliers

• Collaborate with third party suppliers where appropriate and manage and escalate open tickets as required to enable us to meet or exceed service levels.
• Works with vendors or business partners on quotations and Service Requests.

Audits & Controls

• Perform regular self and peer audits of Technical Support team tasks to ensure adherence to policies, processes and audit requirements.
• Complete and retain all required documentation.
• Assist in vendor performance reviews when required.

Incident, Problem and Configuration Coordination

• Follow ITSM processes and contribute to service improvement initiatives
• Support compliance with all ITSM controls, policies, and operational procedures.
  Customer Relationship Management and Service Reviews
• Interact with business stakeholders, including field management, field operations personnel, and executives across all locations.
• Build relationships with customers and vendors.
• Perform regular self and peer reviews of Technical Support tickets including post-resolution follow-ups.
• Develop knowledge Base documentation, help sheets, usage guides, and FAQ lists for end users.

Customer Relationship Management and Service Reviews

• Interact with business stakeholders, including field management, field operations personnel, and executives across all locations.
• Build relationships with customers and vendors.
• Perform regular self and peer reviews of Technical Support tickets including post-resolution follow-ups.
• Develop knowledge Base documentation, help sheets, usage guides, and FAQ lists for end users.

• Network Knowledge and practice – CCNA, R&S is required.
• Strong troubleshooting skills for Windows operating systems, applications, and hardware.
• Strong Knowledge of IT Asset Management lifecycle, inventory control, warranty management, and asset governance.
• Experience using ticketing systems and working within SLA-driven environments
• Ability to prioritize incidents and service requests effectively.
• Strong analytical, problem-solving, documentation, and communication skills.
• Microsoft Domain Services management.
• Good understanding of IT security principles, endpoint protection, access management, and cybersecurity best practices.
• Knowledge of IT process frameworks and supporting roles and tools, especially related to Incident, Critical Incident Management, Problem and Change management
• Proven experience in IT operations or service desk role providing 2nd line support
• Excellent communication, stakeholder management, time management, and multitasking skills.
• Experience in an IT customer-facing role is essential, comfortably and confidently interacting with various levels of users including senior management.
• Experience working within a process-driven and controlled IT organization in alignment with ITIL framework.
• Solid understanding of Microsoft products and suites, network, server, telephony technology and applications and their impact on clients and services.
• Knowledge of ITIL-aligned Incident, Problem, Configuration, Change and Knowledge Management Policies, Processes and Procedures and supporting roles and tools (ITIL Certification)
• IT asset lifecycle, inventory, and infrastructure management.
• Ability to manage own tasks and assigned tickets in a timely manner and ensure closure within the agreed SLAs
• Demonstrated customer focus & service-oriented attitude with a high attention to detail.
• Excellent English, written and verbal communication skills
• Communicating with and presenting to stakeholders if needed
• Ability to provide technical consultation and guidance to end users and IT teams.
• Knowledge transfer, documentation, and technical training skills.

Bachelor’s degree in computer science/ engineering or another related field