IT Operations Specialist, Information Technology

Job Title

IT Operations Specialist, Information Technology ( APAC )

Reports To

Senior Manager, IT Operations, Int’l

Position Summary

The IT Operations Specialist is responsible for supporting and maintaining the organization’s day-to-day IT infrastructure, network operations, end-user systems, and technology services. This role combines advanced technical support responsibilities with operational and infrastructure coordination to ensure reliable, secure, and efficient IT services across the organization.

The IT Operations Specialist serves as a technical resource for networking, desktops, mobile devices, printers, conferencing technologies, Microsoft platforms, and operational support processes. The position requires strong troubleshooting abilities, customer service skills, independent judgment, and the ability to manage multiple priorities in a fast-paced environment.

This role also assists with systems administration, network troubleshooting, infrastructure monitoring, vendor coordination, cybersecurity initiatives, and operational expansion/improvement projects which may require travel.

Key Responsibilities

IT Operations & Infrastructure Support

• Provide technical support for desktops, laptops, printers, mobile devices, conferencing systems, and related hardware/software.
• Troubleshoot and resolve hardware, software, connectivity, and user access issues.
• Support and monitor daily IT operational activities and overall system health.
• Assist with onboarding and offboarding activities, including workstation setup, account provisioning, and equipment deployment.
• Support Microsoft Windows environments, Microsoft 365 applications, and collaboration platforms.
• Perform workstation setup, software installation, upgrades, and deployment activities.
• Assist with endpoint management, patching, endpoint protection, and software update processes.
• Maintain and troubleshoot conference room and A/V technologies.

Network & Infrastructure Operations

• Assist with support and troubleshooting of network infrastructure including switches, wireless access points, firewalls, VPN connectivity, and internet services.
• Troubleshoot wired and wireless connectivity issues across office and remote environments.
• Monitor network performance and escalate service-impacting issues as necessary.
• Support remote access technologies and multi-site connectivity.
• Assist with network documentation, inventory management, and infrastructure standardization.
• Coordinate with internet service providers, telecom vendors, and third-party technology partners as needed.
• Support basic network changes, patching, cable management, and infrastructure deployments.
• Participate in troubleshooting outages, performance issues, and operational incidents.

Service Desk & Customer Support

• Respond to and document support requests through the IT ticketing system.
• Prioritize, track, and escalate incidents appropriately to ensure timely resolution.
• Provide professional, high-quality customer service to internal users and external partners.
• Assist users in person, remotely, by phone, and through electronic communication methods.
• Develop positive working relationships with employees across all departments.

Security & Operational Readiness

• Support cybersecurity best practices including endpoint protection, MFA, access controls, and vulnerability remediation efforts.
• Assist with business continuity and disaster recovery readiness activities.
• Follow organizational IT policies, operational standards, and security procedures.
• Identify operational risks and proactively recommend improvements.

Documentation & Process Improvement

• Maintain accurate technical documentation, procedures, and diagrams.
• Create user guides, knowledge base articles, and support documentation.
• Identify recurring technical issues and recommend process improvements.
• Assist in standardizing support procedures and operational workflows.
• Participate in operational improvement initiatives and technology deployments.

Additional Responsibilities

• Participate in after-hours support, maintenance windows, and emergency response activities as required.
• Perform other duties and responsibilities as assigned.

Qualifications & Experience

• Bachelor’s Degree in Information Technology, Computer Science, or related field preferred.
• Equivalent experience and technical certifications may be considered.
• Minimum 6-8 years of relevant IT support or IT operations experience preferred.
• Experience supporting corporate environments with 100+ users preferred.

Technical Skills

• Strong knowledge of Microsoft Windows desktop environments.
• Experience with Microsoft 365 and collaboration platforms.
• Familiarity with ticketing systems and IT service management practices.
• Knowledge of endpoint management, and remote support tools.
• Understanding of TCP/IP networking, VPNs, wireless technologies, switching, and firewall concepts.
• Familiarity with network troubleshooting tools and methodologies.
• Experience supporting conferencing technologies such as Zoom and Microsoft Teams.
• Basic understanding of cybersecurity principles and endpoint security solutions.

Professional Skills

• Strong troubleshooting and analytical abilities.
• Excellent customer service and communication skills.
• Ability to manage multiple priorities and work independently.
• Strong organizational and documentation skills.
• Ability to maintain confidentiality and exercise sound judgment.
• Commitment to the organization’s core values of Mastery, Integrity, Customer Service, and Initiative.

Physical Requirements

• Ability to lift up to 50 lbs. occasionally and up to 25 lbs. frequently.
• Ability to sit, stand, bend, stretch, reach, lift, and carry objects frequently.
• Ability to safely climb a ladder while carrying equipment or tools.