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Job Title Sr. Technical Representative, IT Operations Job Description We’re Concentrix. The intelligent transformation partner. Solution-focused. Tech-powered. Intelligence-fueled. The global technology and services leader that powers the world’s best brands, today and into the future. We’re solution-focused, tech-powered, intelligence-fueled. With unique data and insights, deep industry expertise, and advanced technology solutions, we’re the intelligent transformation partner that powers a world that works, helping companies become refreshingly simple to work, interact, and transact with. We shape new game-changing careers in over 70 countries, attracting the best talent. In our Information Technology and Global Security team, you will deliver the latest technology infrastructure, transformative software solutions and industry-leading global security for our staff and clients. You will work with the best in the world to design, implement and strategize IT, security, application development, innovation, and solutions in today’s hyperconnected world. You will be part of the technology team that is core to our vision of develop, build and run the future of Integrated Services. Our game-changers around the world have devoted their careers to ensuring every relationship is exceptional. And we’re proud to be recognized with awards such as “World’s Best Workplaces,” “Best Companies for Career Growth,” and “Best Company Culture,” year after year. We embrace our game-changers with open arms, people from diverse backgrounds, who are curious and willing to learn. Your natural talent to help others and go beyond WOW for our customers will fit right in with what we do and who we are. Join us and be part of this journey towards greater opportunities and brighter futures. The Sr. Technical Representative, IT Operationsdelivers onsite IT operational support for Concentrix Madagascar, helping ensure the availability, reliability, and compliance of end-user computing devices and IT infrastructure. This role provides hands-on deskside support, incident resolution, change implementation, project support, asset management, and operational readiness activities to support uninterrupted business operations across the site. As a key member of IT Operations, you will help maintain service excellence, support growth initiatives, uphold internal and client requirements, and contribute to efficient, resilient technology operations within the Madagascar sites. Responsibilities Provide onsite deskside support for end users and production operations. Manage incident, service request, and problem tickets in accordance with established SLA commitments. Execute Change Requests, CRQs, Business Recovery Compliance, BRC, and operational maintenance activities. Support workstation deployments, asset movements, hardware replacements, and user onboarding activities. Assist with new site initiatives, business ramp-ups, migrations, and client projects. Maintain asset inventory accuracy and ensure compliance with IT asset management standards. Perform endpoint troubleshooting, software installations, system configurations, and hardware diagnostics. Support IT compliance requirements, audit activities, and security standards. Collaborate with Remote Support, Network, Security, and Production teams to ensure service continuity. Participate in business continuity and disaster recovery readiness activities. Contribute to continuous improvement initiatives and operational efficiency projects. Provide after-hours or emergency support when required by business needs. Complete all assigned, mandatory training within the timeframe provided. Conduct and/or participate in regularly scheduled 1: 1 meetings with your direct manager and/or direct reports. Qualifications Strong knowledge of IT Operations and technical support practices. Experience providing deskside support in a production or business operations environment. Ability to manage incidents, service requests, and problems using Service Now or an equivalent ticketing system. Hands-on troubleshooting skills across hardware, software, endpoints, and Windows operating systems. Understanding of asset management standards, change management processes, and IT compliance requirements. Awareness of IT security standards and operational controls. Strong customer service orientation with a focus on responsive, reliable support. Effective problem-solving skills with the ability to work independently. Strong communication skills and the ability to collaborate with Remote Support, Network, Security, Production, and business teams. Team-oriented mindset with a commitment to service continuity, operational readiness, and continuous improvement. Secteur : Sales and Business Development
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