IT Helpdesk

• Technical Operations Specialist responsibilities, but not limited to:
• Helpdesk End User Support
• Provide remote helpdesk support to affiliate employees. Including but not limited to supporting the following platforms:
• Microsoft Windows, MacOS, Android, and iOS
• Microsoft 365, including all Microsoft 365 apps; Outlook, Teams, Excel, Word, and others.
• Remote Desktop support using Connectwise Automate
• Endpoint - SentineOne
• Proofpoint
• Adobe
• All major browsers
• Other applications
• Network support
• Remotely assist with network maintenance, troubleshooting, modifications, and upgrades of all facilities, including its affiliates. Including, but not limited to
• Supporting Fortinet Fortigate Gateways, all high availability setups
• Microsoft 365 Entra, Intune, Exchange Online, Pureview
• Microsoft Azure servers
• Migrating to new network platforms as needed
• Pre-Sales Support
• Assist pre-sales engineering team, sales teams, and customers
• Wi-Fi coverage heat map design using tools, such as Ekahau, and others
• Generate sample BOM lists with the assistance of the pre-sales engineering team Post-Sales Support
• Mikrotik post-sales support to customers after they purchase a Mikrotik product
• Support other products
• RMA Process
• Monitor RMA requests
• RMA Process
• Monitor RMA requests
• Create RMAs, VRAS
• Technical Operations Department Administrative Tasks
• Monitoring user/customer requests Connectwise Automate and shared inbox email
• Assistance with department process documentation, including user, network, RMA, and
• support processes
• Assisting with Al training and validation
• Assisting documenting department procedures
• Other duties as assigned by the manager
• The focus will be on end user and internal network monitoring and support, other responsibilities not limited to the list above will be assigned during downtime.

• Proven experience in an IT Helpdesk or technical support role.
• Strong understanding of computer hardware, software, and networks.
• Excellent problem-solving skills and attention to detail.
• Effective communication and interpersonal skills.
• Relevant certifications (e.g., CompTIA A+, Microsoft) are an advantage.
• Bachelor’s degree in Computer Science, Information Technology, or a related field is preferred.

- Competitive salary and benefits package.

- Opportunity for growth and career development.

- Training and support to enhance technical and customer service skills.

- Work in a dynamic and multicultural environment.