IT Operations Specialist
This role is perfect for an individual with extensive experience in Windows OS environments, Microsoft 365 administration and retail IT operations. They should thrive in a fast-paced, customer-centric environment where they can make a significant impact.
Main Responsibilities:
* Troubleshoot Windows OS issues including user profiles, group policies, and performance bottlenecks.
* Provide advanced support for Microsoft 365 services: Exchange Online, Teams, SharePoint, and OneDrive.
* Manage user accounts and permissions in on-prem Active Directory and Microsoft Entra ID (formerly Azure AD).
* Handle ticket triage, escalation, and resolution tracking using platforms like ServiceNow, Freshservice, Jira or Salesforce Service Cloud.
* Support legacy VB6 applications to ensure continuity of service.
* Resolve networking issues involving TCP/IP, DNS, DHCP, VPN, and local network infrastructure.
* Provide Salesforce support focused on customer service workflows such as case management and email-to-case.
* Monitor and respond to security alerts from SIEM platforms, including LDAP anomalies and suspicious login activity.
* Deliver endpoint support including imaging, patching, driver troubleshooting, and peripheral support (printers, scanners, POS).
* Assist with store-level device support and logistics workflows in retail and supply chain systems.
* Automate repetitive tasks using PowerShell or batch scripting.
* Provide remote support using tools like TeamViewer, Intune, and RDP.
* Apply ITIL principles in incident, problem, and change management processes.
Required Skills:
* Excellent communication and documentation abilities.
* Strong collaboration across IT and business units.
* Detail-oriented with a customer-first mindset.
* Willingness to participate in a 7-day on-call rotation every three weeks.
Qualifications:
* Bachelor's Degree in IT, Networking or a related field.
* Microsoft certifications (e.g., MS-900, AZ-104) are a plus.