IT Operations Eng

POSITION SUMMARY:

The IT Operations Engineer is responsible for supporting the technical infrastructure and connectivity of offices globally and the IT service delivery to approximately 400+ end users in the US and internationally. This role will assist in the support and maintenance of the network infrastructure, server infrastructure, cloud, data communications, telecommunications, and collaboration technologies used to support the digital needs of Bettcher operations and business functions. This role will also be responsible for IT service delivery and support to the end user community that is provided in person and via the telephone, email, and remote desktop tools. The support will include troubleshooting and resolving issues with hardware and software as well as configuring/imaging computers. Responds to queries, runs diagnostic programs, isolates problems, and determines and implements solutions. Strong written and oral communication skills are required. Participates as an integral part of the team, exhibiting ownership, follow-through, initiative, awareness, and effective communication with users, peers, and management. Initial assimilation to the role will require onsite support during the Monday-Friday work week. Once fully acclimated to the role, this role could be worked in a hybrid fashion.

POSITION RESPONSIBILITIES:

The duties and responsibilities of the IT Operations Engineer include but are not limited to the following:

Monitor, control, and support service delivery; ensuring systems, methodologies, and procedures are in place and followed.

Monitors and manages the ticketing system, assigning tickets to the proper team members as needed.

Provide end-user support to all staff members, and advice regarding standard applications and best practices as it evolves with the company needs.

Handle complex technical support cases and escalations from team members.

Monitor customer interactions to ensure high levels of customer satisfaction.

Develop and implement strategies to improve customer service quality and efficiency.

Analyze customer feedback and support data to identify trends and areas for improvement.

Foster a customer-centric culture within the team.

Assist support actions with on/offboarding operations of employees include access management

Device procurement, inventory, and management (Laptops, Desktops, Printers, Cell phones, Desk phones, peripherals, and accessories)

Support Laptops, Desktops, Printers, Cell phones, Desk phones, peripherals, and accessories as well as device imaging (SCCM/Intune/PXE)

Support company-specific apps as well as Microsoft applications. Become a support point of contact for applications that are customer facing including but not limited to (Cisco AnyConnect, Cisco DUO, SentinelOne EDR, and Darktrace Email) Evaluate and improve support processes, tools, and workflows.

Assist, Manage, and develop Cybersecurity posture across the IT systems.

Assist, manage, and develop Backup and Disaster Recovery posture across the IT systems.

Develop and maintain documentation for common issues, solutions, and support procedures.

Develop and maintain ticketing system workflows as it evolves with the company's needs.

Maintain an On-Call rotation schedule with the internal team.

Implement best practices for incident and problem management.

Manage relationships with 3rd party vendors where desktop support needs are concerned.

Phone system administration configure extensions/call routes/reset VM passwords/ec500.

Understanding of wired/wireless networks and connectivity to end-user devices.

Windows server administration Strong Active Directory understanding, print server management, file/folder creation and access management, DHCP and DNS services.

Ability to translate technical information into understandable terms for a variety of audiences.

Act as backup to the infrastructure manager as needed.

MINIMUM QUALIFICATIONS:

4+ years supporting technical infrastructure including hardware, software, PCs, and mobile devices.

Experience with technical infrastructure, networks, databases, and systems concerning IT platforms.

Experience with IT Operations processes (Incident, Event, Problem, Releases, Changes)

Strong experience with Microsoft Office applications, in both a cloud-based (Office365) and locally installed environment

Ability to troubleshoot wireless and wired networking issues.

The ability to do routine server and network maintenance.

Knowledge of Service Level Agreements and Operational Levels Agreements

Ability to organize, prioritize, and execute tasks in a high-pressure environment as requested.

Strong written and oral communication skills

Ability and initiative to learn and research new concepts, ideas, and technologies quickly.

Ability to work in a team-oriented, collaborative environment.

PREFERRED QUALIFICATIONS:

Industry certifications (e.g., CompTIA Network+, Security+ ITIL, Microsoft Certified Professional, CCNA) are advantageous.

Understanding of security frameworks (NIST 2.0, CIS v8, ISO 27001, HIPAA, GDPR, etc

Manufacturing IT support a plus

VALUES:

Authentic - To act with trust, respect, integrity, and shared risk

Courage - To seek ownership and think big, embrace change, and make bold decisions

Creative - To apply our individual skills to make a difference

Drive Results - Deliver on our commitments

BUSINESS SYSTEM:

80/20 Thinking prioritization, simplification, and continuous improvement

Business Planning enable the full potential in the business

Empowerment maximize the contribution of our most valuable asset

Paced, Disciplined Execution accelerate and deliver value for our investors