Sr. Technical Representative, IT Operations (TCF)

Concentrix Müşteri Hizmetleri A.Ş.; Çankaya; In loco; TRY 220.000 - 300.000; Tempo pieno

Descrizione del lavoro

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.

Competenze

• 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.

Mansioni

• 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.

Conoscenze

Desktop & laptop support

IT operations

Incident & problem management

ITIL processes

Remote network basics

Formazione

Bachelor's degree in Computer Science or related

MCSE or similar certification (preferred)

Strumenti

Remedy

Citrix/Horizon client

Descrizione del lavoro

Job Title: Sr. Technical Representative, IT Operations (TCF)

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. As a Sr. Technical Representative, IT Operations, you will provide end user support across desktop, network, telephony, and application environments.

Responsibilities

• Provide end user support for desktops, laptops, hard phones, Wi‑Fi devices, applications, peripherals, and related hardware and software.
• Apply service management fundamentals, including problem management, incident management, root cause analysis, and ticket analysis for deskside-supported equipment.
• Support troubleshooting of local servers and network devices in coordination with remote Network and Server teams.
• Use intermediate knowledge of network, server, and voice infrastructure to support issue diagnosis and resolution.
• Perform troubleshooting using tools and methods such as ping, tracert, AD Group Policy test outputs, DNS resolution checks, net commands, and IP configuration.
• Maintain hub room and data center structured cabling as needed.
• Support hardware repair and replacement activities, including motherboards, SMPS, RAM, laptop LCD screens, laptop keyboards, Avaya hard phone configuration, and video conferencing equipment.
• Troubleshoot software and operating system issues, including Windows 10, Microsoft Office 2013 and above, Office 365, Outlook configuration, Skype for Business, OneDrive, softphones, antivirus, VPN, Wi‑Fi configuration, printers, scanners, biometric devices, data encryption, imaging/ghosting, and video conferencing.
• Perform firmware updates for deskside equipment, including Cisco and Avaya phones.
• Evaluate scenarios, capture key information, and recommend inputs to support decisions on process exceptions.
• Coordinate troubleshooting for high‑impact and severity 1/2 issues and communicate real‑time updates to the BRC team as required.
• Support IT operations and end‑to‑end IT service delivery in a shift‑based environment.
• Assist with onboarding new accounts, ramp‑ups, ramp‑downs, and account movements.
• Support BCP testing and failover activities by completing or coordinating floor checkouts.
• Help ensure site compliance and security by maintaining systems compliance and supporting audits aligned with COPC, ISO27001, and contract requirements.
• Resolve IT tickets using an ITIL‑based framework and maintain required documentation for compliance and audit readiness.
• Raise change requests with supporting artifacts according to defined processes.
• Complete BitLocker desktop validation, OU user policy validation, and computer OU policy validation.
• Install encryption software on desktops and laptops to support compliance requirements.
• Help achieve and maintain strong IT VOC scores from operations teams.
• Work rotational shifts, including night shifts, in a 24/7 environment.
• Complete all assigned, mandatory training within the timeframe provided.
• Conduct and/or participate in regularly scheduled1:1 meetings with your direct manager and/or direct reports.

Qualifications

• 1+ years of experience supporting desktop/laptop hardware and software in a Windows-based PC/LAN environment, or equivalent experience.
• Degree or diploma in Computer Science required.
• MCSE or similar certification preferred.
• Hands‑on experience supporting desktops, laptops, Citrix/Horizon client, Windows software, and hardware.
• Experience troubleshooting Microsoft Office 2016 and above and/or Office365.
• Proven experience in problem management, incident management, customer/client management, change management, RCA, and ticket analysis.
• Prior experience troubleshooting and supporting desktops, laptops, applications, hard phones, and Wi‑Fi devices.
• Demonstrable experience with ticket resolution using Remedy and an ITIL-based framework.
• Experience maintaining systems compliance and supporting audits aligned with standards such as COPC and ISO27001.
• Strong communication skills, attention to detail, and problem‑solving capabilities.
• Strong team collaboration, team motivation, and development skills.
• Flexibility to work overtime as needed.
• Willingness to work rotational shifts, including night shifts, in a 24/7 support environment.

Location: TUR - ANKARAMERKEZ2 - KIZILIRMAK MAH. DUMLUPINAR BULV. N: 9/A CANKAYA / ANKARA Language Requirements: Time Type: Full time2026-11-01

Mission

Hi, we're Concentrix. We’re a global technology and services leader that powers the brands of the future. We help well-known brands — the ones you use every day — improve their businesses with technology and integrated solutions, in over 70 countries.

Company Overview

We power the brands of the future. Some call us a global technology and services leader. But we’re so much more. Human-centered, tech-powered, intelligence fuelled. Every day we’re busy helping over 2000 of the world's best brands solve their toughest business challenges. Whether it’s…… designing game‑changing brand experiences, building and scaling secure AI technologies, or building loyalty to drive revenue. We’ve got them covered. But how? We design, build, and run fully integrated, end‑to‑end solutions across the entire enterprise, at speed and scale. We’re the strategic thinkers who designbrand-defining experiences. The technologists & engineers who buildsmarter solutions. And the operational experts who run it all and make it work seamlessly. By integrating strategy & design with data & analytics, enterprise technology, and digital operations. You could say, at the heart of everything we do lies a commitment to transform the way companies connect, interact, and grow across the world and into the future. Experience the power of Concentrix.

Concentrix CVG Corporation is an EEO/AA/M/F/Vet/Disability Employer.