Overview

A leading global technology organization is seeking a Technical Operations Support Specialist to support data collection systems and operational processes. This role requires technical troubleshooting expertise, analytical thinking, and the ability to manage multiple priorities in a dynamic environment. The successful candidate will work across hardware, software, and network systems, with a focus on supporting macOS and iOS environments.

Key Requirements

Ability to work effectively in a fast-paced and evolving environment.
Good organizational and time management skills, with the ability to prioritize multiple tasks.
Analytical skills with the ability to gather, interpret, and utilize data to support operational decisions.
Experience troubleshooting hardware and software issues.
Knowledge of macOS and iOS troubleshooting methodologies, including hardware and software isolation techniques.
Experience with network configuration and troubleshooting, including VPN connectivity.
Familiarity with performing diagnostics and firmware updates to resolve technical issues.
Understanding of services, protocols, and remote access technologies such as SSH, SMB, and VNC.
Ability to meet deadlines while maintaining attention to detail and quality.
Effective verbal and written communication skills, with the ability to work collaboratively across teams.
Bachelor's Degree, Diploma, or equivalent practical experience in Information Technology, Computer Science, Engineering, Information Systems, or a related discipline.

Additional Skills

The following skills will be advantageous:

Experience working with Command Line Interface (CLI) tools.
Exposure to Windows and Linux operating systems.
Knowledge of scripting or automation tools such as AppleScript, Automator, or Python.
Experience supporting IT Operations, Systems Support, Infrastructure Support, Technical Support, or End User Computing (EUC) environments.

Responsibilities

Coordinate and manage technical investigations to support operational objectives.
Collaborate with cross-functional teams to support testing and operational activities.
Provide Level 2 support for escalated technical issues and work towards timely resolution.
Assess, prioritize, and triage operational issues according to impact and urgency.
Gather and analyze operational metrics to identify process improvement opportunities.
Troubleshoot hardware, software, network, and system-related issues to maintain operational continuity.
Maintain accurate documentation of investigations, technical issues, and resolutions.
Support continuous improvement initiatives that enhance operational efficiency and service quality.
Contribute to the reliability and effectiveness of operational support processes.