Job Title:
Technical I, IT Operations
Job Description
We're Concentrix. The intelligent transformation partner. Solution-focused. Tech-powered. Intelligence-fueled.
The global technology and services leader that powers the world’s best brands, today and into the future. We’re solution-focused, tech-powered, and 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 to 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.
As a Technical I, IT Operations specialist, oversee and manage IT operations ensuring system compliance, troubleshooting, and exceptional service delivery across our network. As part of our team, you will report to the IT Operations Manager.
Responsibilities:
- Mount, install, and maintain switches and peripheral equipment in IDFs.
- Perform hardware and software upgrades and ensure antivirus and patches are updated.
- Attend to break/fix issues, supporting both internal and external clients.
- Prepare, maintain reports and records of hardware/software inventory.
- Conduct safety and maintenance checks on equipment.
- Clear trouble tickets and work orders promptly, spending 60%-70% of time on these tasks.
- Manage service management activities including problem and incident management.
- Ensure compliance with SLA/SLO, and maintain efficient IT operations.
- Support global projects, automation initiatives, and manage site transitions.
- Address high-severity issues, ensuring efficient troubleshooting and compliance.
- Maintain detailed records, playbooks, asset inventory, and manage ticket resolutions.
- Ensure high IT VOC scores by providing reliable IT support in a 24/7 shift environment.
- 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:
- 1+ year of call center experience.
- CCNA, MCSA, SCCM, BigFix certifications preferred.
- Fluent in English.
- Bachelor's degree in IT, Computer Science, or related field desirable.
- Strong IT service management and troubleshooting capabilities.
- Excellent client coordination and project management skills.
- Ability to work in compliance with ITIL and ISO standards.
- Flexible to work in rotating and night shifts.
Location:
Egypt, Cairo RHQ
Language Requirements:
Time Type:
Full time
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