IT Operation Specialist I

Cloudflare•San Francisco, CA

3d•Hybrid

About The Position

As an IT Operations Specialist I (P2), you will be a critical member of our Global AskIT Service Desk team, dedicated to ensuring our employees worldwide have a seamless and reliable technology experience. Based out of our Bengaluru office, your primary focus will be delivering Tier 1 technical support exclusively through virtual channels (ticket, phone, chat) as the first point of contact for all global employee technology needs. This role is essential for maintaining our commitment to 24x7 global support coverage. To achieve this, all employees must participate in a monthly shift rotation covering Day, Night, and Morning shifts (shift timings are subject to change based on business needs), in addition to a rotating weekly on-call schedule for critical weekend and holiday coverage. While Day and Morning shifts are fully onsite (5 days a week) in our Bengaluru office, the Night shift is designated as fully remote. Your effectiveness in remote incident resolution and service request fulfillment is key to minimizing disruption across the organization. This role reports directly to the IT Service Desk Manager or Lead for the specific region and collaborates closely with the wider Global IT Service Desk, IT Operations Support team, and IT Security teams.

Requirements

1–2 years of demonstrated IT Service Desk or helpdesk experience in a high-volume, corporate environment, with a focus on remote/virtual support.
Expert-level troubleshooting skills across a range of common technology stacks, including Windows and macOS operating systems, mobile platforms, and Microsoft/Google productivity suites.
Proven ability to utilize remote desktop tools and diagnostic software to resolve technical issues efficiently.
Willingness and ability to reliably work a rotating monthly shift schedule (Day, Morning, Night), transition between onsite work (Day/Morning) and fully remote work (Night), and participate in the required weekly on-call rotation for weekends and holidays to meet the 24x7 global coverage requirement.
Excellent written and verbal communication skills with a professional, culturally sensitive, and empathetic demeanor for supporting a global, diverse user base.
Associate’s degree in Information Technology, Computer Science, or a related field (or equivalent professional experience).

Nice To Haves

Proven experience with IT Service Management (ITSM) ticketing systems (e.g., Jira Service Management, ServiceNow) in a global setting.
Familiarity with modern device management/endpoint protection tools such as JAMF or Microsoft Intune for remote administration.
Strong understanding of networking fundamentals (VPN, TCP/IP, DNS) and IT security best practices (MFA, phishing awareness).
Relevant industry certifications such as ITIL 4 Foundation, CompTIA A+, or Microsoft 365 Fundamentals.

Responsibilities

Act as the primary virtual contact for the Global AskIT Service Desk, swiftly responding to and resolving technology incidents and service requests from employees worldwide across all virtual channels (ticket, phone, chat).
Provide first-contact resolution (FCR) support for complex remote issues involving operating systems (Windows/macOS), remote access (VDI), account management, email, and software applications.
Master the use of remote diagnostic tools and desktop sharing software to troubleshoot and resolve issues efficiently without physical access to the device.
Ensure all interactions are accurately and professionally logged, updated, and closed within the IT ticketing system, strictly adhering to established SLAs for different global regions.
Proactively triage and escalate complex or Priority 1 or 0 incidents to Tier 2 support teams (e.g., Network, Security, System Administration, Service Operations, Enterprise Applications, Security, etc.) following defined global escalation paths.
Adhere strictly to the mandatory monthly rotating shift schedule (Day, Morning, Night) to ensure continuous 24x7 coverage for the global employee base. The Day and Morning shifts require full-time, 5-day-a-week onsite presence in the Bengaluru office. The Night shift is performed fully remotely.
Participate in a weekly rotating on-call schedule to provide coverage for critical incidents during weekends and holidays.
Participate in thorough cross-training and detailed shift handover processes to guarantee a seamless transition of critical issues and maintain support consistency across all time zones.
Maintain a high level of performance and focus regardless of the scheduled shift time.
Support user accounts and access permissions, including provisioning, modification, and deactivation across various critical corporate systems (e.g., Active Directory, identity platforms, SaaS tools).
Enforce IT Security policies related to password management, access control, and endpoint security during remote support interactions.
Contribute to the Global Knowledge Base by documenting new resolutions, troubleshooting steps, and standard operating procedures (SOPs) for common issues encountered across time zones.
Identify trends in recurring incidents to recommend process, system, or training improvements to the Tier 2 and IT Operations teams.