Technical Operations Level 2

Role Overview

• The Technical Operations Level 2 role provides mid-level technical support, ensuring the smooth operation, maintenance, and optimization of IT systems, infrastructure, and applications.
• This position is responsible for troubleshooting complex issues, coordinating with other teams for resolution, and contributing to projects related to system upgrades, migrations, and integrations.
• Incident Management: Resolve escalated technical issues from Level 1 support within defined SLAs. Document and track all incidents and resolutions in the ticketing system.
• Service Desk Operations: Serve as a point of contact for advanced troubleshooting of hardware, software, and network-related issues. Collaborate with vendors and third-party providers for complex issue resolution.
• System and Application Support: Monitor and maintain IT systems, including servers, networks, and applications. Perform scheduled maintenance, patches, and updates to ensure systems are secure and compliant.
• Asset Management: Manage hardware and software inventory, ensuring compliance with licensing requirements. Oversee the lifecycle of IT assets, including provisioning, decommissioning, and disposal.
• Documentation and Reporting: Maintain accurate and up-to-date technical documentation, including SOPs and Knowledge Base articles. Provide performance metrics and reports to management, highlighting key trends and potential risks.
• Projects and Continuous Improvement: Participate in IT projects, such as system migrations, upgrades, and implementations. Recommend and implement improvements to existing processes to enhance efficiency and reliability.
• Security and Compliance: Support IT security initiatives, including vulnerability assessments, monitoring, and remediation. Ensure adherence to company policies, industry standards, and regulatory compliance.

Requirements

• Bachelor’s degree in Information Technology or a related field or minimum of 5-7 years of experience in IT support or technical operations roles.
• CompTIA A+, Network+, or Security+ (or within 180 days of hire)
• Hands-on experience with IT Service Management Tools (ServiceNow preferred)
• Strong knowledge of enterprise IT infrastructure concepts, including Microsoft 365, Windows 11, Azure IaaS/PaaS, VDI, and cloud-based platforms.
• Experience working with business teams to gather business requirements to build solutions.
• Familiarity with resource availability and performance monitoring tools such as Azure Monitor, LevelBlue/Alienvault, and Site24x7.
• Familiarity with SIEM tools such as Azure Sentinel.
• Microsoft Certifications: Microsoft 365 Fundamentals (MS-900) or Security, Compliance, and Identity Fundamentals (SC-900), Microsoft 365 Certified Endpoint Administrator Associate (MD-102)

Tech Stack

• Azure
• Cloud
• ITSM
• ServiceNow

Benefits

• 100% employee paid Medical, Dental, and Vision insurance
• 401(k) Retirement Plan with Company Match and Roth IRA option
• Employer Paid Life Insurance and AD&D, Short-Term and Long-Term Disability
• Flexible Spending Accounts
• Professional Development Opportunities
• Paid Time Off and Holidays
• Various Employee Perks and Discounts