Technical I, IT Operations

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, 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 of 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, you will provide essential end-user support across desktop, network, telephony, and application environments. In this role, you will troubleshoot, maintain, repair, replace, and upgrade systems and peripherals while serving as a key escalation point to help ensure incidents and service requests are resolved within SLA expectations. This is an excellent opportunity for a technically strong, service-oriented professional who thrives in a fast-paced, 24/7 support environment and is passionate about delivering reliable IT service experiences.

Responsibilities

• Provide end-user support across desktops, laptops, telephony, network, and application environments.

• Troubleshoot, maintain, repair, replace, and upgrade computer systems, hardware, software, and peripherals.

• Serve as an escalation point for tickets and incidents, helping to ensure timely resolution in alignment with SLAs.

• Apply strong service management fundamentals, including incident management, problem management, RCA, and ticket analysis for deskside support equipment.

• Support and troubleshoot local servers and network devices in coordination with remote Network and Server teams.

• Perform deskside-level troubleshooting across network, server, and voice infrastructure using tools and techniques such as ping, tracert, AD GP test outputs, DNS troubleshooting, net commands, and IP configuration analysis.

• Maintain hub room and data center structured cabling.

• Support end-user computing devices including desktops, laptops, hard phones, Wi-Fi devices, printers, scanners, biometric devices, and video conferencing equipment.

• Diagnose and replace hardware components such as motherboards, SMPS, RAM, laptop LCD screens, keyboards, and Avaya hard phones.

• Perform software and OS troubleshooting for Windows 10, Microsoft Office 2013 and above, Outlook, Skype for Business, OneDrive, softphones, antivirus tools, VPN, Wi-Fi, encryption tools, and conferencing technologies.

• Execute HDD-to-HDD imaging/ghosting and perform firmware updates for deskside equipment including Cisco and Avaya phones.

• Evaluate support scenarios and recommend inputs to support decisions related to process exceptions.

• Troubleshoot and coordinate high-impact severity 1 and 2 issues, providing real-time updates to the BRC team.

• Support end-to-end IT service delivery and shift operations in a dynamic IT support environment.

• Assist with onboarding new accounts, ramp-ups, ramp-downs, and account movement activities.

• Coordinate and complete BCP testing and failover checkouts on the operations floor.

• Maintain site compliance and security standards, including audit readiness and adherence to COPC, ISO 27001, and contractual requirements.

• Manage IT ticket resolution activities using an ITIL-based framework and Remedy or similar ticketing tools.

• Raise change requests and submit supporting artifacts in accordance with defined processes.

• Perform BitLocker desktop validation, OU user policy validation, and computer OU policy validation.

• Install encryption software on desktops and laptops to support compliance requirements.

• Help achieve and maintain strong IT VOC scores through responsive, high-quality support.

• 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

• 1-3 years of experience supporting desktop and laptop hardware and software in a Windows-based PC/LAN environment or equivalent.

• Bachelor’s degree or diploma in Computer Science required.

• MCSE or similar technical certifications preferred.

• Hands-on experience supporting desktops, laptops, Citrix clients, and Windows-based hardware and software environments.

• Strong troubleshooting experience with Microsoft Office 2010 and above.

• Demonstrated experience in problem management, incident management, customer/client management, change management, RCA, and ticket analysis.

• Prior experience troubleshooting and supporting desktops, laptops, business applications, hard phones, and Wi-Fi devices.

• Working knowledge of network, server, voice, and deskside infrastructure troubleshooting.

• Experience with ticket resolution in Remedy and within an ITIL-based support framework.

• Demonstrated experience maintaining systems compliance and supporting audits in alignment with COPC, ISO 27001, and related standards.

• Strong communication, attention to detail, and problem-solving skills.

• Excellent team management, team motivation, and people development skills.

• Flexibility to work overtime as needed.

Location:

CZE Prague - Vyskocilova 1481/4 (9th floor)

Language Requirements:

Time Type:

Full time