IT Operations Specialist

The opportunity We seek a skilled IT Operations Specialist to join our first line support team and support all Unity's employees. As the first point of contact, you'll play a vital role in ensuring everyone at Unity is able to use their IT equipment and software to do their best work You’ll diagnose and resolve software and hardware problems, provide technical assistance, collaborate with internal teams on new technology solutions and identify areas for continuous improvement. Your excellent communication skills will be critical, as you'll need to communicate effectively with technical individuals, as well as explain technical information to non-technical staff. The goal of this role is to deliver outstanding customer service in a timely and efficient manner while adhering to ITIL service management best practices. What you'll be doing Provide day-to-day IT support for employees including hardware and software troubleshooting for Windows and macOS systems Receive, log, classify, and prioritize incidents and service requests in our Freshservice helpdesk, following established ITIL procedures Troubleshoot and resolve IT issues or escalate complex issues\ to appropriate support teams Provide support for collaboration tools including Zoom, Slack, and Google Workspace Maintain and support end-user computing assets including laptops, desktops, printers, mobile devices, peripherals, A/V equipment, and basic network infrastructure What we're looking for 2- 3 years of experience in a corporate IT support or helpdesk role Proficiency in using ITSM tools and ticketing systems (Freshservice, ServiceNow, Jira, or similar) Experience with both Windows and macOS environments Knowledge of mobile device management (MDM) technologies (Autopilot, Intune, DEP, SimpleMDM and similar) Experience supporting collaboration tools such as Zoom, Slack, and Google Workspace Excellent written and verbal English communication skills and Willingness to work in rotational shifts and during public holidays You might also have Good knowledge of networking and hands-on troubleshooting experience SaaS administration experience (user provisioning, access control) Experience with Linux environments Basic scripting or automation knowledge (PowerShell, Bash, Python or similar) Relevant certifications in ITILv4, CompTIA A+ (or equivalent) Additional information Relocation support is not available for this position Work visa/immigration sponsorship is not available for this position Benefits At Unity, we want our team members to thrive. We offer a wide range of benefits designed to support well-being and work-life balance. Please note: Benefits eligibility, specific offerings, and coverage vary based on the country and employment status. While specific benefits vary, here are some of the ways we strive to take care of our eligible team members globally: Comprehensive health, life, and disability insurance | Commute subsidy | Employee stock ownership | Competitive retirement/pension plans | Generous vacation and personal days | Support for new parents through leave and family-care programs | Office food snacks | Mental Health and Wellbeing programs and support | Employee Resource Groups | Global Employee Assistance Program | Training and development programs | Volunteering and donation matching program Life at Unity Unity [NYSE: U] is the world’s leading game engine, powering play for more than 3 billion consumers each month. The top mobile games in the world, the most played PC indie titles, the most innovative console games, and virtually all of the top XR and Web Games are developed, deployed, and grown in Unity. Unity also enables teams across industries like automotive, manufacturing, and healthcare to design, simulate, and collaborate in 3D — closing the gap between ideas and reality. For more information, please visit www.unity.com. Unity is an equal opportunity employer committed to fostering an inclusive, innovative environment with the best employees. Therefore, we provide employment opportunities without regard to age, race, color, ancestry, national origin, disability, gender, or any other protected status in accordance with applicable law. If you have a disability that means there are preparations or accommodations we can make to help ensure you have a comfortable and positive interview experience, please fill out this form to let us know. This position requires the incumbent to have a sufficient knowledge of English to have professional verbal and written exchanges in this language since the performance of the duties related to this position requires frequent and regular communication with colleagues and partners located worldwide and whose common language is English. Headhunters and recruitment agencies may not submit resumes/CVs through this website or directly to managers. Unity does not accept unsolicited headhunter and agency resumes. Unity will not pay fees to any third-party agency or company that does not have a signed agreement with Unity. Your privacy is important to us. Please take a moment to review our Prospect and Applicant Privacy Policies. Should you have any concerns about your privacy, please contact us at [email protected]. Unity [NYSE: U] is the world’s leading game engine, powering play for more than 3 billion consumers each month. The top mobile games in the world, the most played PC indie titles, the most innovative console games, and virtually all of the top XR and Web Games are developed, deployed, and grown in Unity. Unity also enables teams across industries like automotive, manufacturing, and healthcare to design, simulate, and collaborate in 3D — closing the gap between ideas and reality. At Unity, we're committed to creating a workplace that fosters collaboration and teamwork that allows you to harness your unique skills. Join us in creating industry tools to help creators of all levels bring their projects to reality. Learn more about our culture and values, and get a head start by reading about how our hiring process works.