IT Operations Senior Technician: 24/7 End-User Support

Concentrix Müşteri Hizmetleri A.Ş.; Çankaya; On-site; TRY 220,000 - 300,000; Full time

Job summary

Concentrix Müşteri Hizmetleri A.Ş. is seeking a Sr. Technical Representative, IT Operations to provide end-user support across desktop, network, telephony, and applications in a 24/7 environment.

The role encompasses incident and problem management, RCA, and coordinating with remote teams to diagnose and resolve issues. Candidates should have 1+ years of Windows desktop support, a Computer Science degree, and preferably MCSE.

Qualifications

• 1+ years of Windows desktop/laptop support in a PC/LAN environment.
• Degree or diploma in Computer Science required.
• MCSE or similar certification preferred.
• Hands-on experience with desktops, laptops, Citrix/Horizon client, Windows software, and hardware.
• Experience troubleshooting Office 2016+ and Office365.
• Experience with ITIL-based processes: problem, incident, RCA, and change management.
• Experience with Remedy ticketing and ticket analysis.
• Strong communication and teamwork skills.
• Willingness to work rotational shifts, including nights.
• Flexibility to work overtime.

Responsibilities

• Provide end user support for desktops, laptops, phones, Wi‑Fi devices, applications, and related hardware and software.
• Apply service management fundamentals (problem management, incident management, RCA, ticket analysis).
• Support troubleshooting of local servers and network devices with remote teams.
• Troubleshoot Windows, Office, Outlook, Skype for Business, OneDrive, VPN, and printers.
• Perform firmware updates for deskside equipment (Cisco/Avaya).
• Coordinate troubleshooting for high-impact incidents and communicate updates to the BRC team.
• Support IT operations and end-to-end service delivery in a 24/7 environment.
• Assist onboarding of new accounts and ramp activities.
• Support BCP testing and failover activities.
• Maintain site compliance and support audits (COPC, ISO27001).
• Raise change requests with artifacts per processes.
• Complete BitLocker and OU policy validations.
• Install encryption software on desktops/laptops to support compliance.
• Complete mandatory training and schedule 1:1 meetings.

Skills

Desktop & laptop support

IT operations

Incident & problem management

ITIL processes

Remote network basics

Education

Bachelor's degree in Computer Science or related

MCSE or similar certification (preferred)

Tools

Remedy

Citrix/Horizon client

Job description

Concentrix Müşteri Hizmetleri A.Ş. is seeking a Sr. Technical Representative, IT Operations to provide end-user support across desktop, network, telephony, and applications in a 24/7 environment.

The role encompasses incident and problem management, RCA, and coordinating with remote teams to diagnose and resolve issues. Candidates should have 1+ years of Windows desktop support, a Computer Science degree, and preferably MCSE.