IT Operations Technician

About the role

TMGM is looking for a proactive IT Operations Technician to deliver day‑to‑day technical assistance across the organisation. You will handle service requests and incident tickets, support hardware and software issues, and ensure users receive timely, effective support while gaining exposure to infrastructure, endpoint management, and security practices.

Key responsibilities

• Review, prioritise and resolve assigned tickets, documenting troubleshooting steps and resolutions.
• Provide first‑line support for hardware (desktops, laptops, printers, scanners, mobile devices) and software issues.
• Support Windows, macOS, Microsoft 365, email, VPN, Wi‑Fi and standard office productivity tools.
• Assist with onboarding and off‑boarding, including device setup, account creation and access removal.
• Perform basic MDM tasks such as device enrolment, compliance checks and policy application.
• Troubleshoot network connectivity (LAN, Wi‑Fi, VPN, internet) and maintain accurate IT asset records.
• Prepare simple user guides, knowledge‑base articles and support documentation.
• Follow SLA requirements, escalate when necessary and adhere to security and data‑privacy procedures.

Required profile

• Detail‑oriented and proactive approach to technical support.
• Strong communication skills for interacting with users of varying technical levels.
• Ability to work independently while following documented processes.

Required skills

• Windows operating system
• macOS operating system
• Microsoft 365 suite
• VPN configuration and troubleshooting
• Wi‑Fi networking
• Mobile Device Management (MDM) basics
• LAN/network connectivity troubleshooting
• Hardware troubleshooting for desktops, laptops, printers and scanners