Senior Technical Operations Specialist

2 weeks ago

Gujranwala, Punjab, Pakistan beBee Careers Full time

Job Overview

This is a comprehensive technical support role focused on ensuring the stability and functionality of IT systems across the organization. The ideal candidate will have hands-on experience in supporting server environments, LAN & WAN infrastructure, and troubleshooting hardware and software issues.

Key Responsibilities

  • Serve as first-line support for core IT infrastructure and network systems within the Asia Pacific region.
  • Maintain and support systems at the Asia Pacific Distribution Centre, including (but not limited to) WMS, ensuring consistent uptime and performance.
  • Administer and monitor network security solutions, including anti-virus, firewall, VPN, and internet usage policies.
  • Define, maintain, and test Disaster Recovery and Backup strategies in line with business continuity requirements.
  • Provide technical support to clients, troubleshooting hardware and software issues, including escalated tickets from support staff.
  • Mentor Support analysts, providing guidance on best practices, training, and support to help them develop their technical skills and improve service delivery.
  • Ability in diagnosing and resolving IT-related problems, involving networks, servers, operating systems, applications, and other IT infrastructure components.
  • Proactively monitoring of IT equipment (including but not limited to network, servers, UPS, storage, temperature monitoring device) connectivity and status through the monitoring tools, notifications, and alerts, ensuring that the connectivity is always up.
  • Perform a variety of network problem analysis and monitoring tasks, monitor network management systems, and respond appropriately to requests and problems.
  • To produce and maintain systems documentation for the Support teams and provide training as necessary.
  • Ensure system, processes, and methodologies are followed to enable effective monitoring control and support of service delivery. This will ensure that the SLA are met or exceeded.
  • Lead departmental representative in IT projects. (Planning, scheduling, coordinating, and implementing)
  • Liaise with third-party vendors and service providers to resolve technical issues, coordinate service requests, and ensure timely resolution of IT-related problems.
  • Record, track and document the service desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken through to final resolution; make recommendations for improvements.
  • Maintaining clear and effective communication with clients to ensure timely resolution of technical issues and a positive client experience.
  • To augment the support activities of the Support teams.
  • Additional duties or projects assigned by the management may be required at times.],

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