IT Administrator

The IT Operations Administrator is responsible for providing reliable, responsive, and hands-on technical
support to employees across domestic and international locations, with a primary focus on hardware
support, endpoint troubleshooting, and day-to-day break-fix IT operations.

This role serves as a frontline technical resource for diagnosing and resolving laptop, desktop, peripheral,
and other end-user technology issues. Responsibilities include troubleshooting Mac and Windows
devices, repairing or replacing faulty equipment, configuring and deploying hardware, and managing the
full lifecycle of IT assets.

The ideal candidate is a resourceful, hands-on problem solver who enjoys diagnosing technical issues,
resolving employee problems, and ensuring employees have the equipment and tools needed to work
effectively. Strong customer service, attention to detail, and the ability to independently troubleshoot
hardware and software issues are essential.

This position is based in Pakistan and primarily provides direct, on-site IT support for the local office
while also delivering remote IT support to employees across international time zones not covered by the
US-based IT team.

Key Functions of This Role:

● Hardware Support and Break-Fix Troubleshooting
● Serve as the primary point of contact for day-to-day IT support requests, focusing on hardware issues, endpoint troubleshooting, and break-fix resolution.
● Diagnose and resolve hardware problems involving laptops, desktops, monitors, docking stations, keyboards, mice, headsets, webcams, and other peripherals.
● Troubleshoot Mac and Windows operating system issues, including startup failures, performance problems, connectivity issues, driver conflicts, and hardware compatibility.
● Perform basic hardware repairs, component replacements, system resets, operating system reinstallation, and device recovery when appropriate.
● Coordinate warranty repairs, manufacturer support cases, and hardware replacements for devices that cannot be repaired internally.
● Provide remote troubleshooting assistance to distributed employees and hands-on technical support for the Pakistan office.
● Troubleshoot common office technology issues, including Wi-Fi connectivity, printers, conference room equipment, and audiovisual systems.

Device Provisioning and Asset Management:

● Prepare, configure, and deploy laptops and other IT equipment for new hires, replacements, and hardware refreshes.
● Support employee onboarding and offboarding, including device preparation, equipment distribution, collection, and secure device wiping.
● Manage the end-to-end hardware lifecycle, including procurement, inventory tracking, provisioning, shipping, returns, repairs, and disposal.
● Maintain accurate IT asset inventory records, including device assignments, serial numbers, warranty information, and equipment status.
● Coordinate domestic and international hardware shipments, working with vendors and logistics providers when necessary.
● Support zero-touch deployment and device enrollment using Mobile Device Management (MDM) solutions.
● Identify aging or unreliable hardware and proactively recommend repairs, replacements, or refreshes.

IT Help Desk and End-User Support

● Monitor, prioritize, troubleshoot, and resolve IT support tickets through Jira Service Management or similar ticketing platforms.
● Provide timely, professional support for hardware, operating systems, common business applications, and employee technology issues.
● Troubleshoot common software installation, application performance, VPN, authentication, and network connectivity problems.
● Assist employees with basic account access and application login issues involving Okta, Google Workspace, and other business applications.
● Escalate complex infrastructure, security, or application issues to the appropriate engineering or IT team members.
● Document troubleshooting steps, resolutions, and recurring issues to improve support efficiency.
● Provide clear guidance to employees through remote support sessions, written instructions, and direct communication.

Local Office IT Operations

● Maintain and troubleshoot IT equipment and employee workstations in the Pakistan office.
● Support meeting room technology, video conferencing systems, network connectivity, and shared office peripherals.
● Set up, move, and reconfigure workstations and office equipment as needed.
● Maintain spare laptops, accessories, and replacement equipment to minimize employee downtime.
● Coordinate with local vendors for hardware purchases, repairs, warranty services, and equipment deliveries.

Education and Experience Required

● 2+ years of experience in IT support, desktop support, help desk, or a hardware-focused IT operations role.
● Associate's degree in Information Technology, Computer Science, or a related field preferred; equivalent hands-on experience is acceptable.
● Demonstrated experience diagnosing and resolving laptop, desktop, and peripheral hardware issues.
● Hands-on experience supporting macOS and Windows operating systems.
● Experience with laptop provisioning, hardware imaging or deployment, device resets, and
operating system installation.
● Familiarity with remote support tools, MDM platforms, and zero-touch device deployment.
● Experience managing IT inventory, equipment procurement, warranties, and device replacement
processes.
● Familiarity with 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 a distributed or remote-first organization preferred.

Knowledge, Skills, and Abilities Required

● Strong practical troubleshooting skills with the ability to independently diagnose and resolve
hardware and software problems.
● Solid understanding of Mac and Windows endpoint hardware, operating systems, and common
peripherals.
● Strong customer service skills with a patient, professional, and solution-oriented approach.
● Ability to manage multiple support requests, prioritize urgent issues, and minimize employee
downtime.
● Demonstrates ownership and accountability by following issues through to resolution.
● Maintains organized and accurate asset inventory, troubleshooting records, and ticket
documentation.
● Works independently while collaborating effectively with IT and Engineering teams across
different time zones.
● Communicates technical information clearly to employees with varying levels of technical
knowledge.
● Dependable, detail-oriented, and consistent in meeting commitments.
● Willingness to learn new technologies, troubleshooting techniques, and device management
tools.

Essential Functions

● Regular and reliable attendance is an essential function of this position.
● Ability to effectively communicate with employees and team members, both verbally and in
writing.
● Ability to operate computers and technical equipment for extended periods.
● Ability to physically handle, unpack, configure, move, and install laptops, monitors, and other IT
equipment.
● Ability to perform routine hands-on hardware troubleshooting, workstation setup, and peripheral
replacements.
● Ability to provide remote support independently while maintaining open communication with the
broader IT team.
● Ability to work effectively with international employees across different time zones.
● This role may require travel of up to 10%