Technical Operations Associate

About the Role
As we continue to grow, we are looking for a Technical Operations Associate to support the smooth running of our IT and operational environment through hands-on technical assistance, effective issue resolution, and strong process documentation. The role will work closely with the Ops and IT teams across active work streams, help improve recurring processes, and ensure systems, procedures, and SOPs remain accurate and up to date.

We are looking for someone with solid technical knowledge, gained through an IT background or an operations role with significant technical exposure, who can troubleshoot issues independently, collaborate confidently with technical colleagues, and document systems and processes based on practical, firsthand understanding.

Key Responsibilities

IT Technical Support

• Diagnose and resolve technical issues directly, including hardware, software, access, network connectivity, and core business systems.
• Provide IT support with sufficient depth to close most issues without escalation.
• Escalate only genuinely complex or infrastructure-level issues to senior IT.
• Maintain working knowledge of core systems, device and access management.

Systems Ownership & Documentation

• Identify undocumented technical systems and access or security procedures.
• Document processes and systems as an integral part of owning them.
• Convert IT and Operations processes into written, repeatable procedures.
• Keep documentation current as tools, systems, and processes evolve.

Process & Systems Improvement

• Identify recurring friction points across Ops and IT workflows.
• Propose and implement structured, practical improvements.
• Support the rollout of new tools, systems, or process changes.
• Standardize recurring admin or technical processes wherever possible.

Ops & IT Team Support

• Act as a flexible resource for the Ops and IT teams, picking up tasks as required.
• Support day-to-day execution across both teams' active workstreams.
• Take on ad hoc technical or operational requests from Ops and IT leads.
• Build sufficient working knowledge of both functions to provide support.

Reporting & Operational Visibility

• Track documentation coverage, including processes that remain undocumented.
• Report on IT request volume, resolution time, and recurring issue types.
• Maintain a clear record of changes, fixes, and documentation updates.
• Prepare structured updates on operational workload, documentation coverage, and single points of knowledge dependency.

Behavioral Expectations

• Diagnose and resolve issues directly rather than defaulting to escalation.
• Treat undocumented knowledge as an operational risk.
• Operate as a credible technical peer to senior technical staff rather.
• Maintain process discipline, improving systems proactively.
• Adapt readily to shifting priorities across Ops and IT.
• Remain calm and organized under multiple concurrent requests.
• Take ownership of systems through to resolution.

Qualifications and Experience
Required:

• 3+ years' experience in an IT support, systems administration, or technical operations role, with demonstrable hands-on troubleshooting.
• Practical, working understanding of core IT systems: networking fundamentals, device and endpoint management, and access control.
• Track record of documenting processes as an integral part of their role.
• Sufficient technical confidence to operate as a peer to senior technical staff.
• Experience working within an operations function in a structured environment.

Nice to have:

• Formal IT or technical certification (CompTIA A+ / Network+, ITIL Foundation, or similar).
• Experience administering Google or Microsoft at administrator level.
• Experience independently building a documentation system or wiki.
• Experience operating in multi-entity, international, or fast-scaling businesses.

Technical and Soft Skills

• IT troubleshooting across hardware, software, network, and access issues.
• Working knowledge of core Group IT systems architecture.
• Ability to document technical and operational processes clearly.
• Proficiency in documentation tools, workspace platforms, and ticketing software.
• High attention to detail and record-keeping discipline.
• Confidence to engage directly with senior technical staff.
• Clear communication across technical and non-technical audiences.
• Process improvement mindset, resolving root causes.

Benefits
At the company, we value each team member and believe in building high-performing teams within a collaborative, close-knit scale-up environment that encourages ownership, accountability, and long-term growth.

• Make an Impact: Your work will directly contribute to our organizational growth and financial health.
• Collaborate Globally: Work with dynamic teams across multiple countries.
• Innovative Environment: We value ideas and move fast to implement improvements.
• Great Culture: We work hard, support each other, and enjoy what we do.

What We Offer

• Premium Medical Insurance: Your health and well-being are our priority.
• Performance-Based Bonuses: Annual rewards based on your contribution and impact.
• Corporate Benefits: Including gifts for special occasions and team-building activities.
• Visa Sponsorship: Full visa support to ensure seamless work continuity.

At the company, we foster a culture of growth, collaboration, and innovation. By joining our team, you’ll be part of a company that appreciates your skills and empowers you to make a meaningful impact.