Devops & Desktop Support Specialist

Skills And Knowledge.

Proficient in troubleshooting Windows and MacOS environments..

Understanding of Microsoft O365/M365/Azure Cloud services and how they are used for troubleshooting..

Knowledge of networking protocols (TCP/IP, Subnets, Routing) and OSI model..

Understanding of system/application logs and their role in troubleshooting..

Technical writing and documentation skills for creating support guides and process documentation..

Ability to manage multiple priorities and work effectively in a fast-paced environment..

Excellent verbal and written communication skills, with the ability to explain complex technical issues to non-technical users..

Good to have knowledge of Virtual Desktops like Citrix / Azure..

Education And Experience.

4 + years' experience in a corporate helpdesk role, with at least 2 years in Global Help Desk Support role..

CompTIA A+ certification is a plus.

Microsoft 365 Certified: Desktop Administrator Associate is a plus.

Experience with scripting (PowerShell, Bash), Azure Active Directory, and IT infrastructure management is a plus.

Familiarity with software deployment tools such as SCCM, Intune, and JAMF..

Knowledge in using ServiceNow for ticketing, asset management, and process automation is a Plus.

Device configuration, app deployment, MDM, and smart groups is a plus.

Microsoft Certified Windows virtual desktop specialty is a plus.

Apple certified JAMF 100 course completion or equivalent experience with macOS, iOS and JAMF Pro is a plus.

JAMF Helpdesk1 course completion or equivalent experience is a plus.

What You Will Be Doing/Key Responsibilities.

Technical Support & Troubleshooting:.

Provide both remote and on-site support, ensuring quick and effective resolution of technical issues..

Handle incoming support requests via phone, email, or ticketing system (ServiceNow), maintaining high service levels..

Install, configure, and troubleshoot operating systems (Windows, macOS), hardware, software, and peripherals, , connectivity, permissions, and conference room issues.

Provide white glove support for executive teams and ensure exceptional service delivery..

Leverage knowledge of system/application logs to diagnose and resolve issues effectively..

Understand and apply the appropriate level of admin/root access across different OS environments to resolve technical challenges..

Ensure that work is carried out within agreed service level agreements (SLA's) and in accordance with department policies..

Rebuilding the Laptops and Shipping out to the users, follow the Dispatch process..

System Management & Automation.

Perform regular operating system patching, updates, and security compliance using tools like SCCM, Intune, and JAMF..

Develop and implement automation scripts (PowerShell, Bash) to reduce manual processes and improve efficiency..

Maintain and update software packages for deployment, ensuring all systems meet security and compliance requirements..

Manage IT asset inventory and stock through ServiceNow HAM processes..

Apply basic-intermediate knowledge of Microsoft O365/M365/Azure Cloud for effective troubleshooting and support..

Knowledge of where System/Application Logs are, and how to view them for troubleshooting..

Project Management, Process Improvement & Documentation.

Lead small to medium-sized projects, including planning, execution, and delivery, while adhering to Agile and Scrum methodologies..

Identify potential system and operational improvements and present recommendations to senior technicians and management..

Guide on process improvement initiatives to enhance IT support efficiency and user experience..

Provide feedback on documentation and processes to leadership..

Create, update, and maintain internal documentation, including troubleshooting guides and self-service processes for end-users..

Conduct onboarding of new users, ensuring they have the necessary tools and knowledge to perform their roles effectively.