IT Operations Engineer

Location:

US – Remote

Description:

Logically is the leading provider of Managed IT Services to small and midsize organizations. We help our customers leverage the power of information technology to achieve their goals by becoming their trusted IT ally. Since 1999, we have made IT management easy and secure for hundreds of corporations, healthcare organizations, non-profits, and public sector agencies. We provide complete IT outsourcing to business leaders, and augmentation services to IT teams.

We are recognized for our outstanding customer service, technical depth, and operational excellence. Our best-in-class service delivery is powered by two pillars, OpLogicTM and Care Teams. OpLogic is our unique cloud-based IT management system that allows your IT environment to self-heal, increasing uptime and reducing security risks. Dedicated Care Teams are how we deliver our deep and wide-ranging technical expertise while providing personalized service and the familiarity of a trusted ally.

Why Work for Us: 

• A culture of “absolutely doing the right thing,” that values taking care of colleagues, clients, and our community
• An opportunity to work with cutting-edge technology and ambitious and talented colleagues
• A fun work environment and a focus on ensuring a good work-life balance
• Competitive wages and benefits to ensure we attract and retain the best staff
• Opportunities to grow and develop personally and professionally

Job Summary: 

As a member of the IT Operations team, the IT Operations Engineer acts as a key resource in triaging and resolving technical issues for employees within the organization. This position works closely will all departments in the organization and acts to keep key, business-critical systems online and maintained, following and updating documentation and processes associated. The IT Operations Engineer works to resolve every assigned issue and possesses rudimentary technical skills and advanced written, verbal, and interpersonal communication skills. A basic understanding of Microsoft Active Directory, Office 365, and Networking is required.

Responsibilities:

• Adhere to company values while following best practices and operational procedures
• Manage the status of open tickets/projects and complete technical and operational tasks to address project deliverables efficiently and accurately
  • Account for time by function and by customer in ConnectWise with a high level of accuracy
  • Communicate with customers via the ticketing system and through email in a clear and concise manner
  • Complete internal engineering notes thoroughly on all work done to ensure continuity of service
  • Complete other ticket classifications in adherence with ITIL
• Document internal processes and procedures with a high level of detail through configurations, documentation, and network diagrams
• Identify and escalate complex issues to supervisor for resolution and, at the direction of supervisor, work directly with vendor on unresolved issues.
• Function as an independent producer but also work effectively and collaboratively as of a team
  • Communicate and strategize with members of the IT Operations team on high priority issues, changes in project timelines, employee issues, and training
  • Based on customer and company needs, work after hours for scheduled projects
  • Participate, be present, and do what is right for the company and team
  • Continuously seek out more information through resources including documentation and peers

Qualifications:

• Bachelor’s Degree in Computer Science or related field is preferred
• 2 to 3 years experience in a closely related position doing diagnostic system and networking support—including network/system security—with the ability to identify, address, troubleshoot and resolve issues
• Microsoft Certified Professional certification a plus
• Familiarity with Microsoft Exchange, SQL, Sharepoint, Windows Server, ConnectWise and Remote Desktop Services preferred
• Experience in LAN/WAN, VPNs and remote VPN users, and basic network troubleshooting
• Demonstrated experience with Microsoft Office Suite, Office 365, Azure, PowerShell modules, and Windows Operating Systems (Desktop and Server)
• Experience with Kaseya is a plus
• Superior organization skills and the ability to work on many tasks simultaneously in a high-pressure environment.
• Strong interpersonal skills, including verbal and written communication skills along with excellent listening skills