IT Operations Engineer I

The IT Operations Engineer delivers exceptional, personalized technology support to clients across all work environments. This position ensures seamless operation of all technology systems—on-premises, cloud, and mobile—providing proactive solutions and rapid response to maintain an uninterrupted user experience. The role requires discretion, professionalism, and a commitment to excellence in every interaction.

• Rapid Issue Resolution:
  Diagnose and resolve complex technical problems across hardware, cloud applications, SaaS platforms, and connectivity (Wi-Fi, VPN, and Zero Trust network access) with minimal downtime.
• Desktop & Deskside Support:
  Provide hands-on desktop and deskside support, including hardware setup, software installation, peripheral configuration, and workstation troubleshooting for executive offices.
• Confidentiality & Security:
  Ensure strict adherence to data privacy and security protocols, including multi-factor authentication, endpoint detection and response (EDR), and Zero Trust principles, when handling sensitive information.
• Personalized Technology Consulting:
  Advise executives on emerging technologies, cloud upgrades, and optimizations tailored to their workflows and preferences.
• Disaster Recovery & Continuity:
  Participate in planning and execution of cloud-based business continuity and disaster recovery strategies, including data redundancy and rapid failover, for executive systems.
• Documentation & Training:
  Maintain clear documentation of configurations and processes using modern knowledge-base and ticketing platforms. Provide discreet training and guidance to VIPs on new tools and workflows as needed.

Technical Expertise Required:

• Advanced knowledge of Microsoft 365 and Entra ID (Azure AD), Exchange Online, SharePoint/OneDrive, and Windows/macOS endpoint management; familiarity with Copilot and other AI-powered productivity tools.
• Proficiency in mobile device management platforms (Intune, Jamf) for iOS/Android/macOS, and secure remote access technologies (VPN, Zero Trust Network Access, RMM tools).
• Strong understanding of modern networking (SD-WAN, Wi-Fi 6/7), unified communications platforms (Teams, Zoom), and security protocols including MFA and Zero Trust.
• Experience with cloud backup and disaster recovery solutions, endpoint detection and response (EDR)/next-gen antivirus, email security tools, and system performance tuning.
• Familiarity with automation and scripting (PowerShell, Python) to streamline routine support tasks.
• Hands-on desktop support skills, including PC/Mac hardware break-fix, OS imaging and deployment, printer/peripheral setup, and A/V and conference room equipment support.
• Other duties may be assigned.

Key Attributes:

• Exceptional communication and interpersonal skills.
• Ability to work under pressure with urgency and precision.
• High level of discretion and professionalism.
• Strong problem-solving and analytical skills.
• Adaptability and eagerness to learn emerging technologies in a fast-changing IT landscape.
• Willingness to travel occasionally (minor travel required) to support executive locations or offices as needed.

Skills, Education, and Experience:

• Education:
  Bachelor’s Degree in a computer-related field preferred (or equivalent professional experience).
• Experience:
  • 5+ years of progressive IT support experience, with at least 2+ years in executive or VIP technology support.
  • Proven expertise in Ethernet network environments, enterprise-grade peripherals, and advanced troubleshooting.
  • Hands-on experience with server platforms (HP, Lenovo, or equivalent), including deployment and monitoring tools.
  • Solid desktop support background, including ticketing systems, asset/inventory management, and new-hire onboarding/offboarding.
  • Strong background in Microsoft ecosystems (Windows Server, Exchange, O365) and mobile device management (iOS, Android).
  • Familiarity with cloud technologies, remote access solutions, and collaboration platforms.
• Technical Skills:
  • Understanding of TCP/IP, DHCP, DNS, WINS, and network security principles.
  • Proficiency in endpoint security, backup solutions, and disaster recovery planning.
• Soft Skills & Attributes:
  • Exceptional communication skills (verbal and written) with the ability to interact confidently with senior executives.
  • Strong analytical and problem-solving skills with a proactive mindset.
  • Project management experience for technology rollouts and upgrades.
  • High level of discretion and professionalism when handling sensitive information.
  • Ability to work independently and as part of a team in a fast-paced, high-pressure environment.
• Other Requirements:
  • Must be available for on-site support 5 days/week, flexible for after-hours/on-call needs, and committed to white-glove, premium service.