IT operations Technician

TESTQ Technologies is an IT services and solutions company whose offerings spans over variety of industry sectors with strong technical, domain and process expertise helping clients grow their businesses and decrease operational costs on continuous basis in an ever-changing business environment. The IT Operations Technician is responsible for supporting day-to-day operations, monitoring, maintenance, and troubleshooting of IT systems, networks, hardware, and applications across the organization. The role ensures availability, reliability, and security of IT services while providing technical support to end users and contributing to continuous improvement of IT operations.

Job Description (Main Duties and Responsibilities): Monitor and maintain servers, storage devices, network equipment, and cloud-based systems. Perform routine system checks, backups, patching, and preventative maintenance. Assist with the installation, configuration, and upgrades of hardware, operating systems, and software. Support incident management, service requests, and operational tasks in line with ITIL processes. Maintain LAN/WAN, Wi-Fi, VPN, and firewall connectivity. Troubleshoot network performance issues including latency, outages, bandwidth, and configuration errors. Assist with network device configuration (switches, routers, access points) under supervision of senior staff. Provide 1st and 2nd line technical support to end users on desktops, laptops, printers, mobile devices, and applications. Manage tickets via ITSM tools, ensuring timely resolution and escalation when required. Support onboarding/offboarding activities including device setup, user accounts, and access rights. Assist in implementing security controls: antivirus, endpoint protection, MFA, patching, and encryption. Support vulnerability remediation and compliance reporting. Follow cybersecurity guidelines and escalate suspicious activities or incidents. Monitor system dashboards, alerts, logs, and performance metrics. Respond to incidents, outages, and service degradations according to SLAs. Participate in root cause analysis (RCA), documentation, and service improvement initiatives. Maintain accurate records of configurations, procedures, incidents, and asset inventories. Prepare operational reports for system performance, incidents, and maintenance activities. Document standard operating procedures (SOPs) and knowledge-base articles.

Key Skills, Qualifications and Experience Needed [The candidate must demonstrate these in all stages of assessment] 5+ years of experience in IT operations technicians or related field. Working knowledge of Windows Server, Linux OS, Active Directory, DHCP, DNS, and Group Policy. Experience with system imaging tools, virtualisation platforms (VMware, Hyper-V), and backup technologies. Familiarity with cloud platforms (Azure, AWS, M365) from an operational support perspective. Understanding of TCP/IP, VLANs, routing, switching, DNS, VPNs, NAT, firewalls, and network monitoring tools. Ability to troubleshoot connectivity issues across devices and infrastructure. Strong experience supporting Windows and macOS environments. Knowledge of O365, Teams, SharePoint, and collaboration tools. Ability to diagnose issues related to hardware, drivers, peripherals, and applications. Understanding of endpoint protection, patch management, access control, MFA, and security best practices. Familiarity with ITIL concepts: incident, problem, change, and service request management. Experience using ITSM tools such as ServiceNow, Freshservice, Jira Service Management, or Remedy. Ability to use monitoring tools (SolarWinds, Nagios, Zabbix, PRTG, or similar). Basic scripting skills (PowerShell, Bash, Python) for automation and troubleshooting are beneficial.

Other Key skills: Good analytical and Problem-solving skills Good communication skills A thorough approach and Self starter Focus on quality and delivery Working together in teams. Leadership and effective decision making. Flexible Attitude Excellent customer service, Qualifications: Bachelor's degree or above in the UK or Equivalent.