Technical Operations Support Specialist

Overview

A leading global technology organization is seeking a Technical Operations Support Specialist to support data collection systems and operational processes. This role requires technical troubleshooting expertise, analytical thinking, and the ability to manage multiple priorities in a dynamic environment. The successful candidate will work across hardware, software, and network systems, with a focus on supporting macOS and iOS environments.

Key Requirements

• Ability to work effectively in a fast-paced and evolving environment.
• Good organizational and time management skills, with the ability to prioritize multiple tasks.
• Analytical skills with the ability to gather, interpret, and utilize data to support operational decisions.
• Experience troubleshooting hardware and software issues.
• Knowledge of macOS and iOS troubleshooting methodologies, including hardware and software isolation techniques.
• Experience with network configuration and troubleshooting, including VPN connectivity.
• Familiarity with performing diagnostics and firmware updates to resolve technical issues.
• Understanding of services, protocols, and remote access technologies such as SSH, SMB, and VNC.
• Ability to meet deadlines while maintaining attention to detail and quality.
• Effective verbal and written communication skills, with the ability to work collaboratively across teams.
• Bachelor's Degree, Diploma, or equivalent practical experience in Information Technology, Computer Science, Engineering, Information Systems, or a related discipline.

Additional Skills

The following skills will be advantageous:

• Experience working with Command Line Interface (CLI) tools.
• Exposure to Windows and Linux operating systems.
• Knowledge of scripting or automation tools such as AppleScript, Automator, or Python.
• Experience supporting IT Operations, Systems Support, Infrastructure Support, Technical Support, or End User Computing (EUC) environments.

Responsibilities

• Coordinate and manage technical investigations to support operational objectives.
• Collaborate with cross-functional teams to support testing and operational activities.
• Provide Level 2 support for escalated technical issues and work towards timely resolution.
• Assess, prioritize, and triage operational issues according to impact and urgency.
• Gather and analyze operational metrics to identify process improvement opportunities.
• Troubleshoot hardware, software, network, and system-related issues to maintain operational continuity.
• Maintain accurate documentation of investigations, technical issues, and resolutions.
• Support continuous improvement initiatives that enhance operational efficiency and service quality.
• Contribute to the reliability and effectiveness of operational support processes.