IT Operations, Support Engineer

Position Summary

The IT Operations, Support Engineer will play a key role in supporting a variety of IT services, managing technical projects, and serving as an escalation point for complex end-user issues. This position involves both hands-on technical support and coordination with other teams to ensure the stability, performance, and improvement of services such as storage, backups, email, asset management, and hardware imaging. This role requires a proactive, customer-focused mindset and a strong commitment to operational excellence.

Key Responsibilities

• Provide advanced support for escalated technical issues from a multi-site user base
• Deliver hands-on assistance to end users, ensuring optimal hardware and software performance
• Serve as an escalation point for service-related problems, complex technical incidents, and sensitive support cases
• Collaborate with the IT Operations team to uphold system SLAs, including participation in a rotating on-call support schedule
• Assist in managing and maintaining core IT services (e.g., storage, backups, asset tracking, imaging) in coordination with other teams
• Lead or coordinate various IT projects, from planning to implementation, ensuring successful delivery
• Guide internal and external service providers in resolving support tickets efficiently and professionally
• Research and evaluate new hardware and software solutions as directed by leadership
• Prepare and image PCs for user deployment
• Maintain accurate and up-to-date internal and end-user documentation for all managed systems
• Foster relationships with internal stakeholders to understand technology needs and support continuous improvement

Basic Qualifications

• Minimum 2 years of experience in an enterprise IT support role
• Strong experience supporting Windows desktops and servers
• Experience with Active Directory administration
• Ability to travel occasionally to domestic and international remote offices
• Proven problem-solving skills and a strong customer-service orientation
• Effective communication and teamwork abilities