Service Operations Centre Technician

About the role

bmit is looking for a Service Operations Centre Technician in Handaq/Smart City, Malta. You will act as the first line of defence across the company's services, monitoring services, responding to alerts, handling customer requests and managing incidents across infrastructure, platforms and security domains. The role is shift-based and covers first-level troubleshooting, escalation coordination and hands-on data centre support.

Key responsibilities

• 24x7 operations centre support: act as first point of contact for customer requests, incidents and alerts across security, network and platform services, log and triage tickets and meet SLAs.
• Monitoring, event detection and incident response: continuously monitor systems, networks and security events, investigate and respond initially, and escalate where needed.
• First-line technical support: troubleshoot infrastructure including servers, networking, cloud platforms and operating systems, and restore service or coordinate resolution with internal teams and vendors.
• Data centre and field operations: hardware installation, component replacement, racking, cabling (power, fibre, Ethernet) and supporting customer on-site activities.
• Provisioning, change and operational excellence: support IP, DNS and network configuration, planned maintenance and changes, and keep accurate documentation and reports.

Required profile

• At least A level or equivalent education.
• Strong analytical and critical thinking skills.
• Strong interpersonal skills and effective communication with clients, stakeholders, third parties and colleagues.
• Effective documentation skills and time management.
• Able to write and present clearly.

Desirable but not mandatory: a degree in an IT-related subject, industry certifications in network, cloud or security, and proven experience in an IT operational or support role.