Sr. IT Operations Technician

Description

Fluidra’s looking for a Senior IT Operations Technician to join our North America team in Portland, TN.

As a Senior IT Operations Technician, you will serve as a frontline technical expert and escalation point within our Help Desk team. This role requires a strong blend of advanced technical troubleshooting, exceptional customer service, and operational ownership. You will play a key role in ensuring high‑quality end‑user experience while supporting and improving our IT support processes.

• Provide Tier 1 and Tier 2 technical support to end users in North America via phone, email, Service Now, and in‑person support for Portland, TN manufacturing facility for including but not limited to hardware, software, and connectivity issues, workstations, printers, labelers, scanners, network drops, wireless issues, production equipment interfaces, and shop‑floor technology.
• Act as an escalation point for complex or persistent technical issues, ensuring timely resolution and clear communication with stakeholders.
• Accurately log, track, prioritize, and manage help desk tickets to meet or exceed established SLAs within Service Now.
• Proactively monitor and follow up on open and aging tickets to ensure timely resolution and root cause analysis where appropriate.
• Support the full employee lifecycle by executing onboarding and offboarding processes, including system access, hardware provisioning, and asset recovery.
• Assist with user account management, permissions, and group policies within Active Directory and other enterprise systems.
• Provide mentorship and guidance to junior help desk staff, sharing best practices and technical knowledge.
• Partner with IT infrastructure, security, and application teams on projects, upgrades, and system improvements.
• Contribute to the development and maintenance of help desk documentation, knowledge base articles, and standard operating procedures.
• Identify recurring issues and recommend process improvements or preventive solutions.
• Occasionally lift and move computer, printer, and related equipment as needed.
• Perform other duties and special projects as assigned.

• 5+ years of progressively responsible experience in an IT operation or help desk role, with Tier 2 troubleshooting capabilities demonstrated.
• Experience supporting manufacturing environments is strongly preferred.
• Strong working knowledge and experience supporting:
  • Required:
    • Windows 11
    • Microsoft 365 (Office, Exchange, SharePoint, One Drive)
    • Microsoft Active Directory and Servers
    • Enterprise managed mobile devices with Intune or similar MDM platform (Apple or Android)
  • Preferred:
    • Apple macOS
    • Okta or similar IAM platforms
    • Netskope or similar Zero Trust / SASE platforms.
    • VMware, Nutanix or similar virtualization platforms.
    • Fortinet or similar firewalls and/or switching hardware.
    • Strong customer service mindset with excellent verbal and written communication skills.
    • Ability to manage multiple priorities in a fast‑paced environment.
    • Ability to work independently and collaborate effectively with global and regional teams.
    • Familiarity with ITIL processes and best practices.

• College degree, technical degree, or relevant IT certifications preferred. High school diploma or equivalent required.

An exciting opportunity to dive in and begin your career with a company that offers a competitive total rewards package that includes:

• 2 weeks Paid vacation
• Full range of health benefits including medical, dental & vision, short & long‑term disability
• 401(K) matching (100% of first 3% contributed, 50% of the next 2%)
• Health and wellness programs / gym reimbursement
• Educational assistance up to $7,000 per year
• Company sponsored FUN events!
• Generous product discounts

Fluidra is a publicly listed company focused on developing innovative products, services and IoT solutions for the residential, commercial and wellness pool markets, globally. The company operates in over 45 countries, has over 7,000 employees and owns a portfolio of some of the industry’s most recognized and trusted brands:
Polaris®, Jandy®, CMP, S.R. Smith, and Zodiac®. We also sell products under the…