Temporary - Senior IT Operations Engineer

Audax Group•New York, NY

2d•$65 - $75•Onsite

About The Position

The Temporary Senior IT Operations Engineer assists in ensuring that all end-user devices, operating systems, end-user applications, and utilities are available to successfully maintain production schedules and service levels. This individual evaluates all system malfunctions and takes appropriate action. The Senior IT Operations Engineer must have advanced knowledge in a variety of operating systems, hardware platforms, networking and both consumer and enterprise technical disciplines. This role serves as an escalation point for complex issues and plays a critical role in problem resolution.

Requirements

Bachelor’s Degree in information systems or related field.
7+ years of experience in IT customer service or related area.
Strong written and verbal communication skills, analytical skills, and the ability to interact effectively with people at all levels of the organization.
Self-motivated, multi-tasking, ability to prioritize and perform a variety of concurrent tasks with limited direction.
Proven track record of personal and professional growth and development.
Availability for rotating, on-call support services outside of normal working hours including nights, weekends, and holidays.
Some domestic travel required.
Must Have Advanced Skills In: Windows 10, macOS, and iOS ITSM/Ticketing Systems (Fresh Service a plus) Hardware and Software installation/deployment Remote Endpoint Management (Intune & Kaseya a plus) Zoom Meetings & Microsoft Teams VoIP Telephony (Zoom Phones a plus) Print Management (PrinterCloud a plus) TCP/IP networking (DHCP, DNS, Routing) MS Office 365 Administration On-prem and Azure Active Directory Mobile Device Management (MS Intune) Apple Business Manager / Intune DEP Enrollment MS SharePoint and OneDrive MS Exchange Online Email Security and Archiving (Mimecast preffered)
Intermediate Skills In: Azure AD Single Sign-On/MFA Remote Connectivity - RDS/VPN PC Imaging (Smart Deploy a plus) Vendor Management Mobile Device Procurement and Management

Nice To Haves

Preferred Certifications: MCDST, MCP, A+, Network+, Security +

Responsibilities

Provide second-line customer-facing support on desktops, laptops, mobile devices, operating systems, applications, printers, networking, remote access and telephony.
Answer all service requests in a timely manner, set customer expectations around resolution times, and follow-up to ensure overall customer satisfaction. Record all services interactions in IT Ticketing System in a timely and accurate manner.
Provide a consistently high-quality customer service experience by upholding established service standards, creating client technology reference material, and providing suggestions for procedural enhancements.
Participate in 24x7 on-call rotation every 6 weeks.
Provide white-glove service to all Executive staff.
Work closely with Administrative teams for Zoom room meeting setups, screen sharing, and hosting Webinars.
Support IT Operations team with advanced web and email security threat diagnostics, preventions, and remediations.
Act as a senior point of escalation for all level 2 and 3 incidents for the IT Operations team.
Work closely with the Executive Technology Manager to support corporate and consumer technologies to executives, executive family members, and executive residences.
Work closely with the IT Infrastructure team to proactively identify and resolve problems affecting customer experience.
Support the deployment, maintenance, upgrade, and tracking of client technology assets, including desktops, laptops, phones, mobile devices, printers, and other peripherals.
Assist with testing and deployment of desktop security, including O/S and software security updates, antivirus definitions, and full disk encryption.
Assist in maintaining, updating, and improving the Windows 10 image and workstation deployment tools.
Assist with testing, deployment, and management of new applications, policies, or hardware relating to customer facing technologies.
Assist in creating, updating, and maintaining Active Directory Group Policies and Azure Endpoint Manager configuration policies.
Work closely with Human Resources and Department Managers to process account on and offboarding.
Perform tasks associated with adds/moves/changes and the relocation of all IT related assets during office/workspace moves.
Assist the Information Security and IT Infrastructure teams with vulnerability remediation.
Provide as needed, impromptu employee training on various technologies, including mobile devices, operating systems, applications, and office phones.
Contribute to and manage the IT knowledgebase by adding new support knowledge entries and editing/refining entries made by others on the support staff.
Promote professional development by engaging in informal knowledge transfer sessions, attending online & off-site training and conferences, participating in seminars and user groups, and reading industry publications.