Sr. Technical Representative, IT Operations (TCF)

Job description

Job Title: Sr. Technical Representative, IT Operations (TCF) 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.As a Sr. Technical Representative, IT Operations, you will provide end-user support across desktop, network, telephony, and application environments, helping ensure a seamless technology experience for the business. In this role, you will troubleshoot, maintain, repair, replace, and upgrade systems, hardware, software, and peripherals while acting as an escalation point for ticket and incident resolution in line with SLAs. This is a hands-on opportunity for a detail-oriented problem solver who thrives in a fast-paced, 24/7 support environment and enjoys delivering reliable, high-impact IT service. ResponsibilitiesProvide end-user support across desktops, laptops, telephony, network, and business applications. Troubleshoot, maintain, repair, replace, and upgrade computer systems, peripherals, and related hardware/software. Serve as an escalation point for incidents and service requests to support SLA achievement. Apply strong service management fundamentals across problem management, incident management, root cause analysis, and ticket analysis for deskside-scoped equipment. Support local servers and network devices in coordination with remote Network and Server teams. Perform troubleshooting using tools and methods such as ping, tracert, DNS resolution checks, net commands, IP configuration review, and AD GP test output analysis. Support deskside voice infrastructure and maintain hub room and data center structured cabling. Provide hands-on support for end-user computing devices including desktops, laptops, hard phones, and Wi-Fi-enabled devices. Perform hardware support including replacement of motherboard, SMPS, RAM, laptop LCD screens, laptop keyboards, and configuration of Avaya hard phones and video conferencing equipment. Deliver software troubleshooting for Windows 10, Microsoft Office 2013 and above, Outlook, Skype for Business, OneDrive, softphones, antivirus tools, printers, scanners, biometric devices, encryption tools, VPN, Wi-Fi, and video conferencing solutions. Perform HDD-to-HDD imaging/ghosting and firmware updates for deskside equipment such as Cisco and Avaya phones. Evaluate scenarios and recommend inputs to support decisions on process exceptions. Troubleshoot and coordinate high-impact Severity 1 and 2 incidents, while communicating real-time updates to the BRC team. Support end-to-end IT service delivery and shift operations in a 24/7 environment. Support onboarding of new accounts, ramp-ups, ramp-downs, and account movements. Manage or coordinate BCP testing and failover activities on the floor. Ensure site compliance and security through systems compliance, audits, and adherence to standards such as COPC and ISO 27001. Resolve IT tickets within an ITIL-based framework and maintain required process and contract compliance. Raise change requests with the required supporting documentation and artifacts. Perform BitLocker desktop validation, OU user policy validation, and computer OU policy validation. Install encryption software on desktops and laptops to maintain compliance. Help achieve and maintain high IT VOC scores from operations teams. Support approximately 200 users with proactive and reactive IT services including incident/request management, onboarding/offboarding, asset tagging, inventory management, remote access support, VPN support, collaboration tool support, and user provisioning/de-provisioning. Coordinate with global IT teams for escalations, updates, and continuity of support. Provide on-site support for VIP users and critical business operations. Support handover and return processes for Concentrix-owned inventory and help migrate inventory assignments to a digital environment. Be available to work rotational shifts, predominantly night shifts, in a 24/7 environment. 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. Qualifications1+ years of experience supporting desktop/laptop hardware and software in a Windows-based PC/LAN environment or equivalent. Bachelor’s degree or diploma in Computer Science required. Associate’s degree or diploma in Computer Science required. MCSE or similar certification preferred. Hands-on experience supporting desktops, laptops, and Citrix/Horizon client environments across Windows hardware and software. Strong troubleshooting experience with Microsoft Office 2016 and above. Demonstrated experience in problem management, incident management, customer/client management, change management, RCA, and ticket analysis. Prior experience troubleshooting and supporting desktops, laptops, applications, hard phones, and Wi-Fi devices. Experience resolving tickets using Remedy and working within an ITIL-based support framework. Knowledge of systems compliance and audits aligned to COPC, ISO 27001, and related standards. Strong communication skills, attention to detail, and problem-solving ability. Ability to manage priorities in a fast-paced operational support environment. Team management, team motivation, and team development skills. Flexibility to work overtime as needed. Willingness to work rotational and predominantly night shifts. Location: TUR - BURSAMERKEZ1 - DUMLUPINAROSB MAH. ISTANBUL CAD. TOFAS AKADEMI SITESI TOFAS TURK OTOMOBIL FA Language Requirements: Time Type: Full time2026-08-01