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POSITION SUMMARY:

The 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 IT Operations Engineer must have advanced knowledge in a variety of operating systems, hardware platforms, and both consumer and enterprise technical disciplines.

RESPONSIBILITIES:

Customer Service

• Provide first point of contact for 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 the Executive Technology Manager to support corporate and consumer technologies to executives, executive family members, and executive residences.
• Exhibit resolved demeanor when working with compressed deadlines

Systems Management

• 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.

Process Management

• Assist supporting Zoom room meeting setups, screen sharing, and video conferencing.
• Perform tasks associated with adds/moves/changes and the relocation of all IT related assets during office/workspace moves.
• 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.
• Independently manage competing timelines and priorities accordingly on engagements

COMPETENCIES:

Must have advanced skills in:

• Windows 10, macOS, and iOS
• MS Office 365 and Outlook 2016/2019
• ITSM/Ticketing Systems (Fresh Service a plus)
• Hardware and Software installation/deployment
• Remote Endpoint Management (Intune & Kaseya a plus).
• Zoom & Microsoft Teams
• VoIP Telephony (Zoom Phones a plus)
• PC Imaging (Smart Deploy a plus)
• Print Management (PrinterCloud a plus)

Must have intermediate skills in:

• TCP/IP networking (Meraki a plus)
• On-prem and Azure Active Directory
• Mobile Device Management (MS Intune a plus)
• MS Exchange Online (Mimecast a plus)
• MS SharePoint and OneDrive
• Azure AD Single Sign-On/MFA
• Remote Connectivity - RDS/VPN

REQUIREMENTS/QUALIFICATIONS:

• Bachelor's Degree in information systems or related field.
• 5+ 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.
• Preferred Certifications: MCDST, MCP, A+, Network+, Security +

TRAVEL: Some domestic travel required.

LOCATION: New York, NY. This position is in the office 4 days/week. These in-office requirements may be adjusted based on the needs of the business.

For New York City only: The base salary range for this position is $90,000 - $105,000. The base salary range represents the estimated low and high end for this position at the time of this posting. Consistent with applicable law, compensation may vary and will be determined based on but not limited to, the skills, qualifications, and experience of the applicant along with the requirements of the position, and Audax reserves the right to modify this pay range at any time. An employee may also be eligible for annual discretionary incentive compensation based on performance.

Audax offers a wide range of employee benefits, including health insurance, life insurance, disability insurance, paid time off (including sick leave, parental leave, volunteer leave, and vacation), charitable donation match, family support services (including Bright Horizons and Benefit Advocate Center), and a 401(k) in addition to other benefits.