IT Operations Specialist

The opportunity

We seek a skilled IT Operations Specialist to join our first line support team and support all Unity's employees. As the first point of contact, you'll play a vital role in ensuring everyone at Unity is able to use their IT equipment and software to do their best work

You’ll diagnose and resolve software and hardware problems, provide technical assistance, collaborate with internal teams on new technology solutions and identify areas for continuous improvement.

Your excellent communication skills will be critical, as you'll need to communicate effectively with technical individuals, as well as explain technical information to non-technical staff. The goal of this role is to deliver outstanding customer service in a timely and efficient manner while adhering to ITIL service management best practices.

What you'll be doing

Provide day-to-day IT support for employees including hardware and software troubleshooting for Windows and macOS systems

Receive, log, classify, and prioritize incidents and service requests in our Freshservice helpdesk, following established ITIL procedures

Troubleshoot and resolve IT issues or escalate complex issues to appropriate support teams

Provide support for collaboration tools including Zoom, Slack, and Google Workspace

Maintain and support end-user computing assets including laptops, desktops, printers, mobile devices, peripherals, A/V equipment, and basic network infrastructure

What we're looking for

2- 3 years of experience in a corporate IT support or helpdesk role

Proficiency in using ITSM tools and ticketing systems (Freshservice, ServiceNow, Jira, or similar)

Experience with both Windows and macOS environments

Knowledge of mobile device management (MDM) technologies (Autopilot, Intune, DEP, SimpleMDM and similar)

Experience supporting collaboration tools such as Zoom, Slack, and Google Workspace

Excellent written and verbal English communication skills and Willingness to work in rotational shifts and during public holidays

You might also have

Good knowledge of networking and hands-on troubleshooting experience SaaS administration experience (user provisioning, access control)

Experience with Linux environments

Basic scripting or automation knowledge (PowerShell, Bash, Python or similar)

Relevant certifications in ITILv4, CompTIA A+ (or equivalent)

Additional information

Relocation support is not available for this position

Work visa/immigration sponsorship is not available for this position

Benefits

At Unity, we want our team members to thrive. We offer a wide range of benefits designed to support well-being and work-life balance.

Please note: Benefits eligibility, specific offerings, and coverage vary based on the country and employment status.

While specific benefits vary, here are some of the ways we strive to take care of our eligible team members globally: Comprehensive health, life, and disability insurance | Commute subsidy | Employee stock ownership | Competitive