IT Operations Engineer
7 days ago
Job Summary:
The IT Operations Engineer is a critical role within the Bettcher organization, responsible for ensuring the smooth operation of our technical infrastructure and connectivity across global offices. This position will support the delivery of IT services to approximately 400+ end-users in the US and internationally, requiring strong technical expertise and excellent communication skills.
Key Responsibilities:
- Monitor and control service delivery, ensuring systems, methodologies, and procedures are in place and followed.
- Manage the ticketing system, assigning tickets to team members as needed, and provide end-user support to all staff members.
- Handle complex technical support cases and escalations from team members, and develop strategies to improve customer service quality and efficiency.
- Assist with on/offboarding operations, including access management, device procurement, and inventory management.
- Support laptops, desktops, printers, cell phones, desk phones, peripherals, and accessories, as well as device imaging and company-specific apps.
- Develop and maintain documentation for common issues, solutions, and support procedures, and maintain an On-Call rotation schedule with the internal team.
Requirements:
- 4+ years of experience supporting technical infrastructure, including hardware, software, PCs, and mobile devices.
- Strong experience with IT Operations processes, including Incident, Event, Problem, Releases, and Changes.
- Ability to troubleshoot wireless and wired networking issues, and perform routine server and network maintenance.
- Knowledge of Service Level Agreements and Operational Levels Agreements, and ability to work in a team-oriented, collaborative environment.
Preferred Qualifications:
- Industry certifications, such as CompTIA Network+, Security+, ITIL, or Microsoft Certified Professional.
- Understanding of security frameworks, such as NIST 2.0, CIS v8, ISO 27001, HIPAA, or GDPR.
Values:
- Authenticity, courage, creativity, and a drive to deliver results.
Business System:
- 80/20 Thinking, Business Planning, Empowerment, and Paced, Disciplined Execution.
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