IT Operations Support – Entry Level

About the role

The IT Operations Support position is an entry‑level role within MISUMI Americas' IT Operations team. Reporting to the IT Operations Manager, you will be the first point of contact for employee and partner IT support requests, handling Level 1 tickets and contributing to security and onboarding initiatives.

Key responsibilities

• Receive and triage employee IT support requests via ticketing system, email, phone, and in‑person.
• Resolve Level 1 tickets related to hardware, software, networking, and account access.
• Assist with user account provisioning, password resets, and access management in Okta, Microsoft Entra, and Google Workspace.
• Support onboarding and off‑boarding processes, including laptop setup and equipment collection.
• Help senior engineers integrate SaaS platforms (AWS, Salesforce, Greenhouse) into Okta and Entra.
• Maintain and troubleshoot SaaS tools such as Google Workspace, Zoom, Slack, Microsoft Teams, and MDM solutions.
• Perform basic network troubleshooting for LAN/WAN/VPN connectivity and assist with Cisco Meraki and FortiGate equipment.
• Support deployment of security and facility access controls using Avigilon video monitoring.
• Update hardware inventory tracking and contribute to IT Operations run‑books and knowledge‑base articles.
• Monitor SIEM dashboards, follow security policies, and aid SOC 2 compliance efforts.

Required profile

• Associate degree in Technology, Engineering, Computer Science, or a technical trade.
• 2–7 years of experience in an IT help‑desk or support role.
• Basic understanding of IAM concepts, user provisioning, and SSO.
• Familiarity with SaaS administration (Google Workspace, Microsoft Teams, Slack, Zoom, etc.).
• Knowledge of networking fundamentals (TCP/IP, DNS, DHCP, VPN).
• Experience with ticketing systems such as Jira Service Management, ServiceNow, or Zendesk.
• Strong communication and customer‑service skills with a patient demeanor.
• Ability to document issues clearly and contribute to knowledge‑base content.
• Willingness to learn and support SOC 2 compliance practices.
• Comfortable working night shifts.

Required skills

• Okta and Microsoft Entra administration.
• Google Workspace management.
• Cisco Meraki and FortiGate networking equipment.
• Avigilon video monitoring and access‑control systems.
• SIEM monitoring and alert escalation.
• Ticketing platforms (Jira Service Management, ServiceNow, Zendesk).
• SaaS platforms: AWS, Salesforce, Greenhouse, Zoom, Slack, Microsoft Teams.
• MDM solutions (Kandji, Iru, Jamf or similar).
• Networking concepts: LAN, WAN, VPN, VPC, TCP/IP, DNS, DHCP.