IT Operations Engineer | Systems & Infrastructure

World Kinect•Webster, TX

12h

About The Position

World Fuel is seeking an experienced IT Operations Engineer II to help maintain the stability, performance, and availability of its enterprise technology environment. The role troubleshoots and resolves IT infrastructure issues, supports operational excellence, and collaborates with cross-functional teams to deliver reliable technology services to employees and business stakeholders worldwide. It is suited to an IT professional who enjoys problem-solving across diverse technologies and continuous improvement in a fast-paced enterprise environment. The engineer provides Tier-2 support across hybrid enterprise environments, manages incidents and service requests, supports infrastructure monitoring and maintenance, and helps restore service within defined SLOs and SLAs. The role also contributes to root-cause analysis, ITIL-aligned processes, operational documentation, and workflow improvements. Collaboration with Service Desk, Infrastructure Engineering, Information Security, and business stakeholders is central to the position.

Requirements

At least 5 years of experience in IT Operations, Systems Administration, Technical Support, or a related technology discipline.
Hands-on experience working in enterprise IT environments.
Experience with IT service management and ticketing platforms such as Jira Service Management, ServiceNow, or similar tools.
Proficiency supporting Microsoft Windows 10/11 and Apple macOS in an enterprise network.
Working knowledge of modern endpoint platforms such as Microsoft Intune, Windows Autopilot, and Jamf Pro.
Working knowledge of identity systems, including Microsoft 365 and Entra ID / Active Directory, as well as cloud platforms and networking fundamentals.
Understanding of networking concepts including TCP/IP, DNS, DHCP, VPN, and Wi-Fi.
Experience with infrastructure monitoring, log analysis, troubleshooting, and operational support.
Understanding of ITIL service management practices, including Incident, Change, Request, and Problem Management.
Strong analytical and problem-solving skills, with the ability to prioritize multiple tasks effectively.
Excellent written and verbal communication skills and a customer-first mindset.

Nice To Haves

Familiarity with automation and scripting tools, including PowerShell, Python, or similar technologies.
Experience supporting virtual desktop platforms such as Citrix DaaS, Windows 365 Cloud PC, or Azure Virtual Desktop.
Experience with cloud environments such as Microsoft Azure or AWS.
Industry certifications such as ITIL 4 Foundation, Microsoft Azure Cloud Fundamentals, Apple Certified Support Professional (ACSP), AWS Cloud Practitioner, CompTIA Network+, or Security+.
Experience supporting enterprise-scale environments across multiple locations.

Responsibilities

Provide Tier-2 technical support across Windows 11, macOS, iOS, and Android enterprise environments.
Investigate, troubleshoot, and resolve routine to moderately complex infrastructure, systems, and operational issues.
Manage support requests and incidents through established ticketing and IT service management processes.
Deliver VIP and executive desktop support, on-site assistance, and hybrid meeting room and AV support for Zoom and Microsoft Teams.
Restore service disruptions within defined service level objectives and service level agreements.
Document incidents, resolutions, and follow-up actions accurately.
Use enterprise AI tools to accelerate troubleshooting and diagnostic workflows.
Monitor enterprise systems and infrastructure to identify potential issues before they affect business operations.
Perform system health checks, maintenance, patching, upgrades, and operational support tasks.
Support cloud, endpoint, server, and network technologies to help ensure performance and availability.
Assist with operational readiness during planned maintenance and deployments.
Gather diagnostics, logs, and technical data to analyze root causes and drive resolution.
Escalate critical or highly complex issues to senior engineers and technical teams with complete documentation.
Participate in problem management to reduce recurring incidents and improve service reliability.
Follow ITIL-aligned Incident, Change, Request, and Problem Management processes and corporate Information Security standards.
Identify opportunities to improve workflows, automate repetitive tasks, and enhance team efficiency.
Contribute to operational runbooks, standard operating procedures, and knowledge management resources.
Support the adoption of best practices across the IT Operations organization.
Partner with Service Desk, Infrastructure Engineering, Information Security, and business stakeholders to deliver solutions.
Share technical knowledge and guide junior team members when appropriate.
Participate in team projects and operational initiatives supporting business growth and technology transformation.