Job Description

DIRECTLY REPORTS TO: VP of Engineering
MAIN AREA OF RESPONSIBILITY: The primary responsibility of an IT Operations Engineer is to provide appropriate level assistance to customers. He / she will manage IT incidents and service requests for both remote and onsite employees, following company processes and guidelines to ensure that tasks are completed consistently and efficiently.
TASKS:

• Receive and respond to user inquiries via available communication channels professionally and with speed, accuracy, and proficiency.
• Resolve open tickets and keep the customer updated of the status and resolution times.
• Quickly escalate unresolved cases to appropriate groups, as needed.
• Contribute technical solutions to the IT Knowledge Base.
• Participate in projects and initiatives as directed by the VP of Engineering
• Assist in the administration of IT assets
• Manage timely sending of IT Communication emails and updates during shift
• Recommend technical products that would make IT processes more efficient
• Perform duties as assigned by the IT Operations Lead/VP of Engineering

• BS degree in Information Technology, Computer Science or relevant field
• Hands-on experience with Windows/Linux/Mac OS environments
• 1-3 years IT support experience on a corporate service desk or in another technical support role
• Good understanding of computer systems, mobile devices, and other tech products
• Ability to diagnose and troubleshoot basic technical issues
• Excellent writing, communication, documentation, and interpersonal skills
• Able to work as part of a larger team of Engineering
• Familiarity with resolving issues in a hybrid setup.
• Additional certification in Microsoft, Linux, Cisco, or similar technologies is a plus