Senior Technical Representative – IT Operations

About the role

Concentrix is seeking a Senior Technical Representative to provide onsite IT operational support for its Madagascar site. The role ensures the availability, reliability, and compliance of end‑user devices and core infrastructure while supporting business continuity and growth initiatives.

Key responsibilities

• Deliver onsite deskside support for end users and production operations.
• Manage incident, service request, and problem tickets in line with SLA commitments.
• Execute change requests, business recovery compliance activities, and routine maintenance.
• Support workstation deployments, hardware replacements, asset movements and user onboarding.
• Assist with new site initiatives, business ramp‑ups, migrations and client projects.
• Maintain accurate asset inventory and ensure compliance with IT asset management standards.
• Perform endpoint troubleshooting, software installations, system configurations and hardware diagnostics.
• Collaborate with Remote Support, Network, Security and Production teams to ensure service continuity.
• Participate in business continuity and disaster‑recovery readiness activities.
• Provide after‑hours or emergency support when required.

Required profile

• Strong knowledge of IT Operations and technical support practices.
• Proven experience delivering deskside support in a production or business‑operations environment.
• Ability to manage incidents, service requests and problems using ServiceNow or a comparable 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.
• Customer‑service orientation with strong communication and collaboration abilities.

Required skills

• ServiceNow (or equivalent ticketing platform)
• Windows operating systems
• Hardware troubleshooting
• Software troubleshooting
• Endpoint troubleshooting