IT Administrator

The IT Operations Administrator plays a critical role in delivering dependable and hands-on technical support to employees both locally in Pakistan and across international locations. This position primarily focuses on hardware support, endpoint troubleshooting, and managing day-to-day break-fix IT operations. The role involves diagnosing and resolving issues related to laptops, desktops, peripherals, and other end-user technology. The IT Operations Administrator ensures employees have the necessary equipment and tools to work efficiently by handling hardware repairs, device provisioning, and asset management. This role requires a resourceful problem solver with strong customer service skills who can work independently and collaboratively across different time zones.

Key Responsibilities

- Serve as the primary contact for daily IT support requests, focusing on hardware issues, endpoint troubleshooting, and break-fix resolutions.
- Diagnose and resolve hardware problems involving laptops, desktops, monitors, docking stations, keyboards, mice, headsets, webcams, and other peripherals.
- Troubleshoot Mac and Windows operating systems, addressing startup failures, performance issues, connectivity problems, driver conflicts, and hardware compatibility.
- Perform basic hardware repairs, component replacements, system resets, OS reinstallation, and device recovery as needed.
- Coordinate warranty repairs, manufacturer support, and hardware replacements for devices that cannot be fixed internally.
- Provide remote troubleshooting for distributed employees and hands-on support for the Pakistan office.
- Troubleshoot office technology including Wi-Fi, printers, conference room equipment, and audiovisual systems.
- Prepare, configure, and deploy laptops and IT equipment for new hires, replacements, and hardware refreshes.
- Support onboarding and offboarding processes, including device preparation, distribution, collection, and secure wiping.
- Manage the full hardware lifecycle: procurement, inventory tracking, provisioning, shipping, returns, repairs, and disposal.
- Maintain accurate IT asset records, including device assignments, serial numbers, warranty details, and status.
- Coordinate domestic and international hardware shipments with vendors and logistics providers.
- Support zero-touch deployment and device enrollment via Mobile Device Management (MDM) solutions.
- Identify aging or unreliable hardware and recommend repairs or replacements proactively.
- Monitor, prioritize, troubleshoot, and resolve IT support tickets using Jira Service Management or similar platforms.
- Provide timely support for hardware, operating systems, business applications, VPN, authentication, and network connectivity issues.
- Assist employees with account access and application login issues involving Okta, Google Workspace, and other tools.
- Escalate complex infrastructure, security, or application issues to appropriate teams.
- Document troubleshooting steps, resolutions, and recurring issues to enhance support efficiency.
- Maintain and troubleshoot IT equipment and workstations in the local office.
- Support meeting room technology, video conferencing, network connectivity, and shared peripherals.
- Set up, move, and reconfigure workstations and office equipment as required.
- Maintain spare laptops and accessories to minimize downtime.
- Coordinate with local vendors for hardware purchases, repairs, warranty services, and deliveries.

Required Qualifications

- Minimum of 2 years’ experience in IT support, desktop support, help desk, or hardware-focused IT operations.
- Associate’s degree in Information Technology, Computer Science, or related field preferred; equivalent hands-on experience accepted.
- Proven ability to diagnose and resolve laptop, desktop, and peripheral hardware issues.
- Hands-on experience supporting both macOS and Windows operating systems.
- Experience with laptop provisioning, hardware imaging, device resets, and OS installations.
- Familiarity with remote support tools, MDM platforms, and zero-touch device deployment.
- Experience managing IT inventory, procurement, warranties, and replacement processes.
- Knowledge of IT ticketing systems such as Jira Service Management.
- Basic understanding of networking concepts including Wi-Fi, DNS, DHCP, and VPN troubleshooting.
- Experience supporting employees in distributed or remote-first environments preferred.

Preferred Qualifications and Benefits

- Strong troubleshooting skills with the ability to independently resolve hardware and software issues.
- Excellent customer service skills with a patient, professional, and solution-oriented approach.
- Ability to manage multiple support requests, prioritize urgent issues, and reduce employee downtime.
- Demonstrated ownership and accountability in following issues through to resolution.
- Organized with accurate asset inventory, troubleshooting records, and ticket documentation.
- Effective communication skills for technical information across varying employee skill levels.
- Dependable, detail-oriented, and consistent in meeting commitments.
- Willingness to learn new technologies, troubleshooting methods, and device management tools.
- Ability to work independently and collaborate with IT and engineering teams across time zones.
- Regular and reliable attendance is essential.
- Ability to physically handle and install IT equipment.
- Ability to provide remote support while maintaining communication with the broader IT team.
- Willingness to travel up to 10% as required.

OpenSpace values diversity and is proud to be an equal opportunity employer, committed to providing equal employment opportunities without regard to race, color, religion, age, sex, national origin, disability, veteran status, sexual orientation, gender identity, or any other protected characteristic.