IT Operations Engineer

RELEX Solutions•Atlanta, GA

2d•Hybrid

About The Position

The IT Operations Engineer keeps RELEX's internal IT environment running reliably by resolving technical issues, owning platforms and tooling, supporting the ITAM function, contributing to automation, and ensuring the organization receives consistent, high-quality service. Engineers in this role are expected to understand systems deeply, not stop at the ticket in front of them. We expect problem-solving, self-direction, and technical curiosity.

Requirements

Problem-solving: You dig into root causes and do not close a ticket until the underlying problem is addressed or properly handed over.
Self-awareness: You know what you know and what you do not. You ask for help when needed and flag risks before they become incidents.
Technical curiosity: You want to understand the platforms you own at a deeper level than the task in front of you requires.
Ownership: You see what needs improving and act on it without waiting to be told. That includes keeping asset and platform records accurate, not letting them drift.
Solid technical foundation across IT infrastructure: operating systems, networking fundamentals, M365, identity and access, and SaaS platform administration.
Scripting and automation capability: able to write scripts to automate routine tasks independently. Specific languages to be agreed with the team.
Comfortable owning and administering IT platforms end to end.
IT asset management familiarity: comfortable keeping asset records accurate and following asset policy day to day, escalating vendor and contract matters to ITAM.
Strong troubleshooting instincts: knows when to go deeper and when to escalate.
Clear written communication: documentation and knowledge articles are readable and useful to others.
Works well independently and manages own workload without close supervision.

Responsibilities

Resolve IT issues across hardware, software, platforms, connectivity, and access. Fix root causes, not just symptoms.
Handle escalations from the IT Ops agent and from first-line colleagues, with full context and without passing problems on unresolved.
Work alongside the IT Ops agent: handle what it escalates, give feedback on its handling quality, and flag patterns that should be automated.
Cover first-line support as needed while agent capability develops. Treat this as a transitional responsibility, not the definition of the role.
Own one or more IT platform areas, covering configuration, maintenance, compliance, and change management. Specific platforms will be agreed with the team after summer 2026.
Keep owned platforms healthy: compliant with security standards, up to date, and free of recurring incidents that could be prevented.
Manage changes through the change management process, with appropriate testing and documentation.
Keep local asset records accurate: log new devices, licenses, and subscriptions as they enter the estate, and flag discrepancies to ITAM.
Support onboarding and offboarding from an asset perspective: confirm devices and licenses are issued, reclaimed, and reconciled on time.
Enforce ITAM policy in day-to-day work: no unregistered hardware, no untracked software installs, no gaps between what is deployed and what is recorded.
Reconcile local records against endpoint management and identity data on a regular cadence, and escalate mismatches to ITAM rather than resolving them independently.
Flag license or hardware over-provisioning and under-provisioning as it is spotted, so ITAM can act on it.
Act as the local point of contact for ITAM-related questions and issues in the US, escalating anything requiring vendor or contract action to the ITAM team.
Identify opportunities to reduce manual effort in your own work and across the team, and implement or propose automation to address them.
Contribute to the IT Ops agent's development: surface use cases, test behaviour, and help it handle more volume over time.
Build and maintain runbooks, scripts, and tooling that make the team more efficient and less dependent on individual knowledge.
Link every resolved issue to an existing knowledge article, or write one if it does not exist. Knowledge should land in the Confluence structure the team is building, where it can actually be found.
Take ownership of your own development. Identify where your technical depth is thinner and work to close those gaps. Raise development needs proactively.
Share knowledge actively with colleagues who are earlier in their development.