Professional I, IT Operations- Bilingual

Job description

Job Title: Professional I, IT Operations- Bilingual Job Description We're Concentrix. The intelligent transformation partner. Solution-focused. Tech-powered. Intelligence-fueled. The global technology and services leader that powers the world’s best brands, today and into the future. We’re solution-focused, tech-powered, intelligence-fueled. With unique data and insights, deep industry expertise, and advanced technology solutions, we’re the intelligent transformation partner that powers a world that works, helping companies become refreshingly simple to work, interact, and transact with. We shape new game-changing careers in over 70 countries, attracting the best talent. In our Information Technology and Global Security team, you will deliver the latest technology infrastructure, transformative software solutions and industry-leading global security for our staff and clients. You will work with the best in the world to design, implement and strategize IT, security, application development, innovation, and solutions in today’s hyperconnected world. You will be part of the technology team that is core to our vision of develop, build and run the future of Integrated Services. Our game-changers around the world have devoted their careers to ensuring every relationship is exceptional. And we’re proud to be recognized with awards such as "World's Best Workplaces," “Best Companies for Career Growth,” and “Best Company Culture,” year after year. We embrace our game-changers with open arms, people from diverse backgrounds, who are curious and willing to learn. Your natural talent to help others and go beyond WOW for our customers will fit right in with what we do and who we are. Join us and be part of this journey towards greater opportunities and brighter futures. The Senior Technical, IT Operations Engineer provides end user support across the organization’s desktop, network, telephony and application(s) environment. The candidate will maintain, analyze, troubleshoot and repair/replace/upgrade computer systems, hardware, software, and computer peripherals, as well as serve as an escalation point to ensure tickets/incidents are resolved according to SLAs. The position requires excellent communication skills, attention to detail and problem-solving capabilities. The Senior Technical, IT Operations Engineer provides end user support across the organization’s desktop, network, telephony and application(s) environment. The candidate will maintain, analyze, troubleshoot and repair/replace/upgrade computer systems, hardware, software, and computer peripherals, as well as serve as an escalation point to ensure tickets/incidents are resolved according to SLAs. The position requires excellent communication skills, attention to detail and problem-solving capabilities. Key Duties and Responsibilities Build and support Windows and iOS workstations and laptops including image builds, testing, deployment, patches as well as ongoing maintenance. Install, configure and support all desktop applications (such as MS Office, Office365, Outlook, Teams, One Drive, softphones, Imaging, printer, scanner, bio metric, data encryption, VPN, WIFI configuration, and firmware updates for deskside equipment such as Cisco & Avaya phones). Install and support encryption software on all workstations. Support and maintain user account information including rights, security and systems groups. Diagnosis, repair and/replace hardware such as motherboards, SMPS, RAM, laptop LCD and HDD. Install and support Avaya hard phone, video conferencing equipment, etc. Resolve tickets within prescribed SLAs. Partner with vendor support contacts to resolve technical issues within the desktop/laptop environment. Escalate issues and involve management and experts wherever needed to resolve issues as quickly as possible with a sharp focus on maintaining SLAs. Exercise discretion and judgment on matters related to ticket priority, on premises network/WIFI stability, and similar matters related to customer satisfaction on a regular basis. Use diagnostic tools to analyze, troubleshoot and resolve problems associated with network connectivity and/or workstation hardware/software. Use tools and methodologies to load, copy and customize operating system configurations for deployment. Provide support in testing and failover of the business continuity plan. Perform basic troubleshooting of phone issues and assist the telephony team as needed. Setup and maintain training rooms as needed. Track hardware and software inventory; escalate issues to manager as needed. Coach end users on basic software, hardware and peripheral device operation. Proactively suggest modifications and additions to desktop standards and guidelines. Arrange and/or prepare equipment for shipping/receiving. Complete all assigned, mandatory training within the timeframe provided. Conduct and/or participate in regularly scheduled 1:1 meetings with your direct manager and/or direct reports. Qualifications and Experience Required 1-3 years supporting desktop/laptop hardware and software in a Windows-based PC/LAN environment or equivalent. CompTIA A+/ Network+/Server+, MCSA/MCSE and/or CCNA or similar certifications required. Bachelor’s degree/diploma in Computer Science preferred. Proven problem management, incident management, customer/client management, change management, RCA, and ticket analysis experience. Strong technical knowledge of desktop/laptop hardware and software applications. Proficient in current protocols, operating systems and standards including Windows 11, iOS, and Open-Source Initiative. Demonstrable experience using desktop management tools such as SCCM, WDS, WSUS, LanDesk, Bigfix or equivalent is preferred. Prior experience troubleshooting, resolving and supporting desktops, laptops, applications, hard phones and WIFI devices. Demonstrable experience in ticket resolution using industry leading ticketing systems and ITIL based framework. Experience managing Active Directory at the Organization Unit level. Experience supporting VOIP-enabled contact center preferred. Flexibility to work overtime as needed. #ITOperations #ITSupport #DesktopSupport #TechnicalSupport #HelpDesk #Windows11 #iOS #ActiveDirectory #SCCM #WSUS #WDS #LAN #WiFi Location: Dominican Republic- Santo Domingo Language Requirements: Time Type: Full time2026-09-08