IT Operations Technician

About the role

Lifebyte System is looking for a proactive IT Operations Technician to deliver day‑to‑day technical assistance across the organisation. You will be the first point of contact for users, handling service requests and incident tickets while supporting a wide range of hardware, software and network issues.

Key responsibilities

• Review, prioritise and resolve incident and service request tickets in a timely manner.
• Install, configure and troubleshoot desktops, laptops, printers, scanners, mobile devices and standard business applications.
• Support Windows, macOS, Microsoft 365, email, VPN, Wi‑Fi and office productivity tools.
• Assist with onboarding and off‑boarding activities, including device setup and account management.
• Perform basic MDM tasks such as device enrolment, compliance checks and policy application.
• Document troubleshooting steps, resolution notes and maintain accurate asset records.
• Escalate tickets according to SLA requirements and follow security and data‑privacy procedures.

Required profile

• Associate’s or Bachelor’s degree in IT, Computer Science or related field (preferred).
• 2‑3 years of experience in IT support, help‑desk or desktop support.
• Hands‑on experience with an ITSM or ticketing system, preferably Jira Service Management.
• Understanding of ticket types, SLA, priority and escalation processes.

Required skills

• Windows and macOS troubleshooting.
• Microsoft 365 and Active Directory (or Entra ID) administration.
• VPN, Wi‑Fi and basic networking (LAN) support.
• Printer, scanner and mobile device management.
• MDM tools (e.g., basic enrolment and policy enforcement).
• Jira Service Management or similar ticketing platform.