IT Operations Support (Internal Systems)

Job summary:

The IT Operations Support (Internal Systems) role at one.com / group.one is a key position responsible for being the first point of contact for employees and ensuring seamless experience with software, hardware, or other internal IT-related requests. This role focuses on troubleshooting a wide range of technical issues with the goal of resolving up to 80% of them at first contact, ensuring employees can quickly resume their work. The position requires effective prioritization of simple requests versus more complex issues, contributing directly to business continuity and operational efficiency.

Key Responsibilities:

• Provide high-quality IT support to group.one India employees via Zendesk, chat, and email by troubleshooting and resolving complex technical problems with timely and effective solutions.

• Document solutions, workarounds, and technical procedures.

• Support and lead IT-related projects, ensuring successful delivery.

• Roll out, configure, and manage employee devices, maintaining accurate records in the inventory tool.

Key Requirements:

• Proven experience in IT support or a similar technical role.

• Strong experience of network technologies, Linux Servers, Windows Servers, macOS, and Microsoft 365.

• Good understanding of hardware, especially laptops, printers, routers, firewalls, etc.

• Experience with device rollout, setup, and inventory management.

• Excellent troubleshooting and problem-solving skills with the ability to prioritize effectively.

• Strong communication skills and the ability to provide user-friendly guidance to non-technical colleagues.

Skills requirements:

• Essential skills: Microsoft 365 (Outlook, Teams, SharePoint, OneDrive), Network technologies (TCP/IP, DNS, DHCP, VPN, firewalls, Wi-Fi), hardware knowledge (laptops, desktops, peripherals)

• Optional skills: Experience in Zendesk, Understanding of cybersecurity best practices, Jira, Confluence

• Certifications: Azure Administrator Associate, CCNA, RHCSA

Education and experience requirements:

• Bachelor’s degree (B.Tech. or B.E.) in Computer Science or Information Technology

• 4–6 years of relevant experience in IT support or similar role.

Keywords

• Windows Server administration, Microsoft 365 (Outlook, Teams, SharePoint, OneDrive), Network technologies (TCP/IP, DNS, DHCP, VPN, firewalls, Wi-Fi), Linux OS troubleshooting, macOS troubleshooting and Windows OS troubleshooting, hardware knowledge (laptops, desktops, peripherals), Zendesk, CCNA, RHCSA.