Junior Technology Operations Engineer

Компания "Deloitte, Caspian Region"

Deloitte DKU is represented in Kazakhstan and Uzbekistan, with offices in Astana, Almaty, Atyrau, and Tashkent.

The Junior Technology Operations Engineer supports day-to-day IT operations by triaging and resolving end-user and infrastructure issues under guidance from senior engineers. This role focuses on learning Deloitte tools and processes, contributing to reliable service delivery across end-user, server, cloud, and network environments, and escalating appropriately when required.

Key Responsibilities

• Level 1/2 service delivery
  • Provide Level 1/2 support by following runbooks and knowledge articles; escalate complex issues to senior engineers.
  • Complete assigned tickets within agreed SLAs, keeping priority and impact in mind.
  • Support troubleshooting during incidents and follow escalation procedures; engage the appropriate support teams as required.
  • Ensure high-quality service delivery through clear communication, good ticket hygiene, and timely follow-up with users.
• Incident, problem & operational excellence
  • Track ticket resolution progress, spot recurring issues, and flag improvement opportunities to the team.
  • Assist with incident analysis and root-cause investigations under guidance to help prevent repeat issues.
  • Support system monitoring and respond to alerts by performing first-line checks and escalating when needed.
  • Assist in preparing KPI/SLA reports and basic trend summaries for review by senior team members.
• Technical operations & troubleshooting
  • Troubleshoot common hardware, software, and connectivity issues for end users (Windows, mobile devices, etc.).
  • Support monitoring and basic maintenance activities for on-premises and cloud-based servers and virtualization platforms under guidance (Windows/Linux; Hyper-V).
  • Support cloud environments (Azure, Google Cloud) by performing routine checks and assisting with operational tasks.
  • Maintain and develop simple automation scripts (PowerShell; Bash as applicable) to improve repeatable tasks.
  • Assist with user access and account administration tasks (Active Directory, Microsoft 365, IAM tools), including provisioning/deprovisioning following established procedures.
  • Support backup operations and participate in disaster recovery testing activities (e.g., Veeam).
  • Assist with troubleshooting network connectivity and core services (DNS, DHCP, VPN) and support network devices under guidance (e.g., Cisco).
• Process, documentation & stakeholder collaboration
  • Work with ticketing and ITSM tools (ServiceNow); maintain accurate incident/problem/change records.
  • Maintain and updаtеtechnical documentation, knowledge base articles, and user guides to a high standard.
  • Coordinate with system administrators, developers, security teams, and other departments.
  • Participate in IT service implementation projects, audits, and compliance activities.
• Security & compliance
  • Ensure adherence to Deloitte security policies and procedures, including relevant standards (e.g., ISO 27001, ISO 27701).

Qualifications

• Education: Higher education in a technical field (e.g., IT, computer science, engineering).
• Experience: 2 years in IT support / IT operations (including internships). Exposure to enterprise environments is a plus. Leadership or people-management experience is not required.
• ITSM / Process: Basic understanding of incident, problem, and change management (ITIL knowledge is a plus). Experience with ticketing/ITSM tools (e.g., ServiceNow; Jira is a plus).
• Systems: Foundational knowledge of Windows (desktop) and basic Windows Server or Linux concepts; exposure to Microsoft 365 administration and Active Directory is an advantage.
• Cloud & virtualization: Exposure to virtualization (Hyper-V) and/or cloud platforms (Azure and/or Google Cloud) is preferred; willingness to learn is essential.
• Networking: Basic understanding of TCP/IP and common services (DNS, DHCP, VPN). Any exposure to networking hardware (e.g., Cisco) is a plus.
• Automation: Scripting for task automation (PowerShell; Bash as applicable).
• Operations tooling: Exposure to monitoring tools, backup solutions, patching, and endpoint protection practices is beneficial.
• Certifications (preferred): ITIL Foundation; Microsoft (e.g., MS-900/AZ-900); CompTIA (A+/Network+); Cisco (CCNA); or other relevant entry-level certifications.
• Languages: English, Russian.

Core Competencies

• Professional, calm mindset with a customer-focused approach and willingness to learn.
• Good organization and time management; able to prioritize tasks with support from the team.
• Clear, professional communication with users, technical teams, and management.
• Analytical, structured troubleshooting and root-cause approach.
• Able to stay composed under pressure and follow incident procedures, escalating appropriately.

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