Temporary - Senior IT Operations Engineer

This is a short-term contract 3+ months, starting ASAP at our NYC office, in 5 days/week.

POSITION SUMMARY:

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.

RESPONSIBILITIES:

Customer Service

• Provide first, second, and third-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.
• Provide white-glove service to all Executive staff.
• Work closely with Administrative teams for Zoom room meeting setups, screen sharing, and hosting Webinars.
• Act as a senior point of escalation for level 2 and 3 incidents for the IT Operations team.

Systems Management

• Work closely with the IT Infrastructure team when needed to 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 with testing, deployment, and management of new applications, policies, or hardware relating to customer facing technologies.
• Assist in creating, updating, and maintaining Active Directory and Entra configuration policies.

Process Management

• 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 remote hands support.
• 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.

COMPETENCIES:

Must have advanced skills in:

• Windows 11, 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)
• MS SharePoint and OneDrive
• MS Exchange Online

Must have 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

REQUIREMENTS/QUALIFICATIONS:

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

OTHER DUTIES:  

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities and activities may change, or new ones may be assigned at any time with or without notice.

For New York City only: The hourly range for this position is $65 - $75. The hourly 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.