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 Sr. Technical Representative, IT Operations delivers onsite IT operational support for Concentrix Madagascar, helping ensure the availability, reliability, and compliance of end-user computing devices and IT infrastructure. This role provides hands-on deskside support, incident resolution, change implementation, project support, asset management, and operational readiness activities to support uninterrupted business operations across the site.
As a key member of IT Operations, you will help maintain service excellence, support growth initiatives, uphold internal and client requirements, and contribute to efficient, resilient technology operations within the Madagascar sites.
Responsibilities
Provide onsite deskside support for end users and production operations.
Manage incident, service request, and problem tickets in accordance with established SLA commitments.
Execute Change Requests, CRQs, Business Recovery Compliance, BRC, and operational maintenance activities.
Support workstation deployments, asset movements, hardware replacements, and user onboarding activities.
Assist with new site initiatives, business ramp-ups, migrations, and client projects.
Maintain asset inventory accuracy and ensure compliance with IT asset management standards.
Perform endpoint troubleshooting, software installations, system configurations, and hardware diagnostics.
Support IT compliance requirements, audit activities, and security standards.
Collaborate with Remote Support, Network, Security, and Production teams to ensure service continuity.
Participate in business continuity and disaster recovery readiness activities.
Contribute to continuous improvement initiatives and operational efficiency projects.
Provide after-hours or emergency support when required by business needs.
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
Strong knowledge of IT Operations and technical support practices.
Experience providing deskside support in a production or business operations environment.
Ability to manage incidents, service requests, and problems using ServiceNow or an equivalent ticketing system.
Hands-on troubleshooting skills across hardware, software, endpoints, and Windows operating systems.
Understanding of asset management standards, change management processes, and IT compliance requirements.
Awareness of IT security standards and operational controls.
Strong customer service orientation with a focus on responsive, reliable support.
Effective problem-solving skills with the ability to work independently.
Strong communication skills and the ability to collaborate with Remote Support, Network, Security, Production, and business teams.
Team-oriented mindset with a commitment to service continuity, operational readiness, and continuous improvement.
Location
MDG Antananarivo - Andraharo Zone Galaxy
Language Requirements
English, French
Time Type
Full time2027-11-09
