IT Operations Support Specialist

Client IT Operations Support Specialist

Job Details

Position: IT Operations Support Specialist for a US-based Client Account

Staffing Model: Full-time (40 hours per week)

Target Start Date: August 2026

This shift time converts to: 9:30 PM - 5:30 AM IST

Estimated Volume: Approximately 30-40 tickets per week

Location Preference: India or Philippines

Business Objective

iMerit is (An EXL Company) seeking a dedicated IT Operations Support Specialist for one of our clients, to assume routine IT operations and user lifecycle management activities currently being performed by the Clients internal engineering resources. This role is intended to support IT operations and user lifecycle management activities and is not expected to function as a traditional high-volume help desk position.

Job Description- Roles and Responsibilities

• User onboarding and offboarding
• Account provisioning and deprovisioning
• Access and permission management
• Software license administration
• Endpoint administration and device management
• Ticket triage and routing
• Basic troubleshooting and issue resolution
• Documentation maintenance
• Escalation of complex issues to internal EIT personnel

Sample Activities

Examples of activities may include:

• Provisioning accounts for new hires
• Disabling accounts during employee offboarding
• Assigning and removing application access
• Managing software licenses
• Supporting endpoint enrollment and administration
• Triaging incoming IT requests
• Escalating technical issues to internal EIT staff
• Maintaining support documentation and records

Systems and Tools

The resource may support activities across platforms including:

• Google Workspace
• Microsoft 365
• Slack
• Zoom
• Bitdefender
• Hexnode
• Additional internal systems as required

Desired Candidate Profile

• Experience in IT Operations or Tier 1 IT Support
• Experience supporting SaaS-based environments
• Familiarity with user lifecycle management and access administration
• Strong process and documentation discipline
• Excellent written and verbal English communication skills
• Ability to work independently within established procedures and escalation paths

Additional Information

• Existing task inventories, process documentation, and operational playbooks are available.
• The selected candidate would work closely with the Clients internal EIT team and follow

established procedures and escalation paths.