IT Operations & Support Engineer 19N25

An IT Operations & Support Engineer plays a crucial role in maintaining the integrity and reliability of an organization's technical infrastructure. They are entrusted with ensuring the seamless functioning of network operations, server upkeep, and offering end-user support. This position requires a mix of proactive maintenance and reactive problem-solving to optimize IT systems. The ideal candidate will possess strong analytical skills, a meticulous approach to troubleshooting, and the ability to communicate effectively with both technical and non-technical stakeholders. They must keep abreast of technological developments and ensure compliance with relevant IT service management processes. This role offers the opportunity to work in a dynamic environment where technical expertise and a passion for innovation are highly valued.

Responsibilities

• Monitor and maintain the performance and security of computer systems and networks.
• Troubleshoot system and network problems, diagnosing and solving hardware or software faults.
• Provide professional and efficient IT support to end-users in a timely manner.
• Conduct regular system evaluations to improve performance and ensure technology compliance.
• Implement and manage backups, disaster recovery plans, and restoration procedures.
• Collaborate with software developers and engineers to implement system updates and enhancements.
• Maintain inventory of all equipment, software licenses, and ESCROW agreements.
• Document IT processes, system modifications, and troubleshooting steps for reference.
• Coordinate with external service providers for support and maintenance activities.
• Offer guidance and training to users regarding IT systems and best practices.
• Assist in the planning and execution of IT projects as assigned by supervisors.
• Ensure compliance with IT policies, procedures, and quality standards across all areas.

Requirements

• Bachelor's degree in Information Technology, Computer Science, or a related field.
• Proven experience in IT operations, system administration, or related roles.
• Strong knowledge of networks, hardware, software, and IT support processes.
• Excellent problem-solving skills with a detail-oriented approach to troubleshooting.
• Ability to work independently and as part of a cross-functional team.
• Strong communication skills, both written and verbal, for user support and coordination.
• Experience with IT Service Management (ITSM) frameworks such as ITIL is beneficial.