IT Operations Specialist

Role Overview Unity is looking for an IT Operations Specialist to join our first-line support team in Bengaluru. In this customer-centric role, you will serve as the primary point of contact for Unity employees globally, helping diagnose and resolve hardware and software issues. You will collaborate with internal teams to deploy new technologies, manage end-user assets, and deliver exceptional technical support based on ITIL best practices. Key Responsibilities - Provide day-to-day IT support, hardware troubleshooting, and software troubleshooting for Windows and macOS systems - Log, classify, and prioritize incidents and service requests in the Freshservice helpdesk system following ITIL guidelines - Support and configure SaaS collaboration tools including Zoom, Slack, and Google Workspace - Maintain, track, and support end-user computing assets including laptops, desktops, mobile devices, printers, and A/V equipment - Troubleshoot basic network infrastructure and escalate complex technical issues to the appropriate secondary support teams - Create user provisioning and access control profiles while maintaining security and data privacy standards Required Qualifications - At least 2 to 3 years of experience in a corporate IT support, service desk, or helpdesk role - Strong proficiency in using ITSM tools and ticketing systems like Freshservice, ServiceNow, or Jira - Hands-on troubleshooting experience with both Windows and macOS operating systems - Knowledge of mobile device management (MDM) technologies such as Microsoft Autopilot, Intune, or SimpleMDM - Willingness to work in rotational shifts and during public holidays to support global operations Why Join Us Unity is the world's leading game engine, powering play for over 3 billion consumers monthly and enabling developers to close the gap between ideas and reality. We offer an inclusive, creative, and highly rewarding environment with a robust global support network.

- 2 to 3 years of corporate IT service desk or technical helpdesk experience - Strong operating system troubleshooting skills in both macOS and Windows environments - Experience with ITSM tools (such as Freshservice, ServiceNow, or Jira) and ITILv4 framework - Practical knowledge of Mobile Device Management (MDM) software like Intune, Autopilot, or Jamf - Proficiency in managing SaaS collaboration suites including Zoom, Slack, and Google Workspace - Excellent written and verbal English communication skills and flexibility for rotational shifts

- Comprehensive health, life, and disability insurance options - Employee stock ownership program (ESPP) and retirement plans - Commute subsidies and flexible transport options - Generous vacation days, personal leaves, and support programs for new parents - Mental health resources, wellness programs, and free office snacks - Volunteer donation matching and dedicated career training budget