Technical Operations Level 3

Role Overview

• The Technical Operations Level 3 role serves as an advanced technical resource for complex IT issues, escalations, and system troubleshooting.
• Resolve advanced IT issues and act as an escalation point for Level 1 and Level 2 support within defined SLAs.
• Document and track all incidents and resolutions in the ticketing system.
• Perform root cause analysis on recurring system issues and recommend long-term solutions
• 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.
• Design, implement, and support complex IT solutions.
• Perform scheduled maintenance, patches, and updates to ensure systems are secure and compliant.
• Lead system upgrades, migrations, and integrations.
• Monitor and maintain IT systems, including servers, networks, and applications.
• Assist in the deployment of new technologies and applications.
• Analyze system performance and recommend optimizations.
• 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.
• Provide mentorship and training to junior staff.
• Participate in IT projects, such as system migrations, upgrades, and implementations.
• Recommend and implement improvements to existing processes to enhance efficiency and reliability.
• Support IT security initiatives, including vulnerability assessments, monitoring, and remediation.

Requirements

• Bachelor’s degree in Information Technology or a related field or minimum of 7+ years of experience in IT support or technical operations roles.
• CompTIA A+, Network+, or Security+ Certification (within 180 days of hire)
• Hands-on experience with IT Service Management Tools (ServiceNow preferred)
• Strong knowledge of enterprise IT infrastructure, 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 and Site24x7.
• Familiarity with remote management and monitoring tools (Endpoint/Desktop central, NinjaOne, Splashtop, TeamViewer).
• Familiarity with SIEM tools such as Azure Sentinel, LevelBlue/AlienVault, Microsoft Defender XDR
• Daily and punctual attendance is required: Remote work, but must be able to coordinate with teams in multiple time zones
• On time and prepared for all scheduled meetings.

Tech Stack

• Azure
• Cloud
• ITSM
• ServiceNow

Benefits

• 100% company paid employee coverage for 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