We are seeking a skilled and experienced IT Helpdesk & Operations Technician to join our team.
This mid-level position requires 2-5 years of experience in IT support, including helpdesk, hardware, and software troubleshooting.
The ideal candidate will have a strong understanding of IT operations, equipment management, network setup, and experience working in a dynamic, expanding environment, with a focus on supporting both HQ and multiple restaurant locations.

Key Responsibilities:
On-Site IT Support: Provide IT support at the office three days a week, troubleshooting common user issues (e.g., laptop problems, software errors) and assisting with software installations and updates.
Support for Restaurants: Assess IT issues for restaurants, ensure a ticket is opened for every case, and either resolve the issue or collaborate with external helpdesk team to ensure SLA is met.
Hardware Setup & Installation: Set up new hardware (laptops, monitors, peripherals) for incoming employees and ensure all devices are connected to the office network.
Equipment Management: Handle courier deliveries of IT equipment, index items in asset management, and store them in HQ storage. Assist with AWB creation and shipping of IT equipment as needed.
Pre-Installation Tasks: Pre-set up equipment by connecting devices to the network for remote configuration, then repack devices for transport.
Fill-in for Opening Specialist: Fill in for the Opening Specialist for tasks like equipment pickup, delivery, or installation, which may involve travel to other cities.
Reporting: Provide weekly reports on relevant tasks and issues. Maintain active monitoring over JIRA tickets, dispatch them, or follow up to ensure SLA is met.
Supervise External Helpdesk: Supervise the external helpdesk team, ensuring the team meets quality service standards.
Equipment Handover: Manage the equipment handover process, including configuring first-time setups, installing default apps, setting up accounts, completing handover forms, and ensuring users sign them. Properly index documents.
On-Call Support & Disaster Recovery: Provides on-call support in case of disasters or critical incidents, ensuring quick assistance is provided towards resolution. Within 10:00 – 22:00. This refers to serious events.
Enforces IT Policies & Security: Ensures all IT policies and security measures are consistently applied, enforced, and regularly reminded to all teams, ensuring compliance at all times.