IT Support and Operations Engineer

Job Summary

1. Keeping our coworkers productive by quickly resolving issues that arise and putting (where possible) solutions in place to prevent issues from impacting productivity. If our coworker's productivity suffers because of IT roadblocks, then somewhere down the line, a customer experience is jeopardized and can lead to loss of customers.
2. Operate the department in adherence to security and compliance frameworks as determined by the business. Many of our customers; SaaS contracts require us to pass regular security audits, so security and compliance requirements cannot be ignored.
3. IT Support and Operations Engineers are responsible for learning, implementing, enforcing, and being ready to be audited for compliance of security rules. Within the framework of security and compliance, IT Support Engineers then interface with coworkers to create, work, and resolve support tickets for our range of hardware (mostly laptops and peripherals) and software (mostly Windows OS and Office 365.)
4. When IT staff aren't working support tickets (the IT Support part of the job title), they flip to the IT Operations part of the job title to implement security and compliance policies (like managing device and software patching), utilize tools like Intune to manage application and script deployments or working on refining deployment images with hardware vendors.
5. The team needs to work with employees in India and the United States, so work shifts will be setup to have someone from the team online to support the major rush hours of 8-5 IST and 8-5 EST. Due to the team not being online all together, it will be important to escalate issues to hardware and software vendor supports as necessary. Also, due to the emphasis on providing IT Support to team members in the United States (in addition to India team members), both very strong spoken and written English skills and IT knowledge will be required of the team member.

Responsibilities:

• Collaborate with Human Resources and hardware vendors to order and prepare laptops for new hires and retire laptops from terminated employees.
• Collaborate with coworkers to resolve IT support issues of fleet computers and software using a ticket system.
• Escalate to Hardware Vendor Warranty Team or Software Vendor Support when necessary.
• Collaborate with Cyber Security and Compliance to learn, implement, and enforce policy using auditable methods.
• Manage Patching of OS and 3 rd Party Software using Intune.
• Maintain accurate and up-to-date inventory of all IT assets.
• Maintain accurate proof of decommissioned IT assets.
• Use Intune App and Script Management and Entra Groups to get our coworkers as handsoff as possible for application installs and running scripts.
• Propose ideas for how to improve our processes.
• Implementation and support of various IT projects.
• Perform other duties as required.

Required Skills and Qualifications

• Ability to recognize appropriate time to escalate due to working on different time zones.
• At least very strong spoken and strong written English skills, with an emphasis on technical vocabulary.
• Strong knowledge of IT service operations, ITIL certification is a plus.
• Experience using the following technologies will be given very strong consideration:
• Microsoft Intune (especially update and patch management, scripts and remediations, and app management).
• Any ticketing systems (Jira ITSM, ServiceNow, etc.).
• Windows OS (especially managing patching, system performance, system security, and troubleshooting issues).
• Experience using the following technologies will be given above-average consideration:
• Tenable, or other vulnerability management tools.
• Sophos, or other endpoint protection tools.
• Mac OS.
• Experience managing the following technologies will be given average consideration
• Peripherals (mouse, keyboard, docking station, camera, headset and
• speakers).
• Office 365.
• Strong ability to pay attention to details and demonstrates a habit of recording details.
• Good problem-solving skills.
• Good cross-team and collaboration skills.