IT Operations Administrator (Break-Fix & Hardware Support)

About the role

The IT Operations Administrator provides reliable, hands-on technical support to employees across domestic and international locations, with a focus on hardware support, endpoint troubleshooting and day-to-day break-fix operations. The role is based in Pakistan and covers on-site support for the local office and remote support for employees outside US business hours.

Key responsibilities

• Diagnose and fix hardware issues on laptops, desktops, monitors, docking stations, keyboards, mice, headsets and webcams, and troubleshoot Mac and Windows OS problems such as startup failures, performance and connectivity issues.
• Perform basic repairs, component replacements, system resets, OS reinstallation and device recovery, and coordinate warranty repairs and manufacturer support.
• Provide remote troubleshooting to distributed employees and hands-on support for the Pakistan office, including Wi-Fi, printers, conference room equipment and AV systems.
• Provision and configure laptops and other equipment for new hires and refreshes, support onboarding and offboarding, and wipe devices securely.
• Manage the full hardware lifecycle: procurement, inventory, shipping, repairs and disposal, keeping accurate records of serial numbers, warranties and status.
• Support zero-touch deployment and device enrollment via MDM, and recommend repairs or refreshes for aging hardware.
• Handle IT tickets in Jira Service Management or similar, covering hardware, OS, apps, VPN, authentication and network issues, and escalate complex problems to engineering teams.
• Maintain the Pakistan office workstations, meeting room technology and spare equipment, and coordinate with local vendors.

Required profile

• 2+ years of experience in IT support, desktop support, help desk or a hardware-focused IT operations role.
• Degree in Information Technology, Computer Science or a related field preferred; equivalent hands-on experience accepted.
• Experience with laptop provisioning, hardware imaging, device resets and OS installation.
• Experience with remote support tools, MDM and zero-touch deployment, and IT inventory and procurement processes.
• Preferred: experience in a distributed or remote-first organization.

Required skills

• Hands-on troubleshooting of Mac and Windows endpoints and peripherals.
• Familiarity with Jira Service Management and basic networking concepts (Wi-Fi, DNS, DHCP, VPN).
• Ability to work independently across time zones, with strong customer service and attention to detail.