Information Technology Operations Specialist

Job Description

• Serve as the first line of technical support (L1), handling incoming IT incidents, service requests, and query escalations via ticketing systems.
• Manage, track, and resolve IT tickets efficiently using tools such as Zoho and Odoo within a Service Management environment.
• Perform routine monitoring, troubleshooting, and support for cloud environments and virtualization infrastructure utilizing VMware.
• Monitor network and security parameters across enterprise environments, working on basic configurations and issues involving Palo Alto and Cisco network/security devices.
• Investigate, diagnose, and resolve technical issues independently or route them to higher-tier engineering teams with clear documentation.
• Provide clear, professional, and effective communication to end-users and cross-functional teams to ensure high SLA compliance.

Qualifications

• Minimum Bachelor's degree (S1) in Computer Science, Information Technology, Information Systems, or a related field.
• Minimum 1 year of professional experience in an IT Helpdesk, Technical Support, or Data Center Operations role (full-time experience preferred).
• Strong foundational knowledge of IT helpdesk processes, incident resolution methodologies, and systematic problem-solving techniques.
• Mandatory: Excellent communication skills (written and verbal) for end-user and stakeholder interactions.
• Hands-on experience or working knowledge of cloud environments and virtualization technologies (e.g., VMware).
• Practical experience handling ticketing systems, specifically Zoho and/or Odoo (SM+).
• Familiarity or working knowledge of enterprise network and firewall platforms, specifically Cisco and Palo Alto.