IT Operations Support

About the role

This role combines IT customer support and system administration, with roughly 70% of the time spent helping users and 30% on system administration. It covers network and server maintenance, hardware and asset management, and Tier 1 helpdesk support for employees worldwide, on site and remotely.

Key responsibilities

• Maintain network connectivity and system security, patches, updates and resources; manage Active Directory / Entra ID, file sharing, email, firewalls, switches and database/application servers
• Plan, run and optimise backups and restores, and contribute to disaster recovery planning and testing
• Install and maintain Windows system software and commercial applications such as Microsoft 365, accounting and data management tools
• Write automation scripts (e.g. PowerShell) and provide Tier 1 helpdesk support, logging tickets and resolving them within SLA
• Support the adjacent Drug Depot(s), including relocation of temperature sensors and the Vaisala monitoring system
• Manage hardware maintenance, procurement and asset records for the office, satellite offices and home-based users
• Travel to other offices and home-based users when remote support is not enough, and assist colleagues with local deployments
• Follow ITIL (or similar) practices, document incidents and build knowledge-base articles

Required profile

• Diploma or bachelor's degree in IT, Computer Science or a related field
• 5+ years of experience in OS/LAN administration and end-user support
• Experience with Active Directory / Entra ID and Exchange (on-premises and Exchange Online / Microsoft 365)
• Excellent written and spoken English; fluent Serbian for Serbia roles, local language proficiency an advantage for India roles
• Willingness to support users across time zones and work occasional out-of-hours maintenance windows

Required skills

• Server hardware and Windows Server (2016, 2019, 2022); basic SD-WAN and firewall/switch configuration
• Ticketing and helpdesk tools (e.g. ServiceNow)
• Device imaging and management (SCCM/MECM, WDS, Intune, Autopilot)
• Microsoft 365, endpoint protection, remote support tools, mobile device management (iOS and Android)