The IT Operations Administrator is responsible for providing reliable, responsive, and hands-on technical

support to employees across domestic and international locations, with a primary focus on hardware

support, endpoint troubleshooting, and day-to-day break-fix IT operations.

This role serves as a frontline technical resource for diagnosing and resolving laptop, desktop, peripheral,

and other end-user technology issues. Responsibilities include troubleshooting Mac and Windows

devices, repairing or replacing faulty equipment, configuring and deploying hardware, and managing the

full lifecycle of IT assets.

The ideal candidate is a resourceful, hands-on problem solver who enjoys diagnosing technical issues,

resolving employee problems, and ensuring employees have the equipment and tools needed to work

effectively. Strong customer service, attention to detail, and the ability to independently troubleshoot

hardware and software issues are essential.

This position is based in Pakistan and primarily provides direct, on-site IT support for the local office

while also delivering remote IT support to employees across international time zones not covered by the

US-based IT team.

Key Functions of This Role:

● Hardware Support and Break-Fix Troubleshooting

● Serve as the primary point of contact for day-to-day IT support requests, focusing on hardware issues, endpoint troubleshooting, and break-fix resolution.

● Diagnose and resolve hardware problems involving laptops, desktops, monitors, docking stations, keyboards, mice, headsets, webcams, and other peripherals.

● Troubleshoot Mac and Windows operating system issues, including startup failures, performance problems, connectivity issues, driver conflicts, and hardware compatibility.

● Perform basic hardware repairs, component replacements, system resets, operating system reinstallation, and device recovery when appropriate.

● Coordinate warranty repairs, manufacturer support cases, and hardware replacements for devices that cannot be repaired internally.

● Provide remote troubleshooting assistance to distributed employees and hands-on technical support for the Pakistan office.

● Troubleshoot common office technology issues, including Wi-Fi connectivity, printers, conference room equipment, and audiovisual systems.

Device Provisioning and Asset Management:

● Prepare, configure, and deploy laptops and other IT equipment for new hires, replacements, and hardware refreshes.

● Support employee onboarding and offboarding, including device preparation, equipment distribution, collection, and secure device wiping.

● Manage the end-to-end hardware lifecycle, including procurement, inventory tracking, provisioning, shipping, returns, repairs, and disposal.

● Maintain accurate IT asset inventory records, including device assignments, serial numbers, warranty information, and equipment status.

● Coordinate domestic and international hardware shipments, working with vendors and logistics providers when necessary.

● Support zero-touch deployment and device enrollment using Mobile Device Management (MDM) solutions.

● Identify aging or unreliable hardware and proactively recommend repairs, replacements, or refreshes.

IT Help Desk and End-User Support

● Monitor, prioritize, troubleshoot, and resolve IT support tickets through Jira Service Management or similar ticketing platforms.

● Provide timely, professional support for hardware, operating systems, common business applications, and employee technology issues.

● Troubleshoot common software installation, application performance, VPN, authentication, and network connectivity problems.

● Assist employees with basic account access and application login issues involving Okta, Google Workspace, and other business applications.

● Escalate complex infrastructure, security, or application issues to the appropriate engineering or IT team members.

● Document troubleshooting steps, resolutions, and recurring issues to improve support efficiency.

● Provide clear guidance to employees through remote support sessions, written instructions, and direct communication.