Enterprise Technology Operations Engineer

Enterprise Technology Operations Engineer

Requirements

• 10+ years’ experience in a user or customer facing role with emphasis in providing elevated support.
• 10+ years’ experience in a tech support role.
• Deep technical expertise serving as the final Tier 3 escalation point for a wide range of IT hardware, software, and system issues across enterprise environments.
• High-level knowledge of Microsoft 365 ecosystem (Outlook, Teams, SharePoint, OneDrive, etc.), including user and device policy configuration, troubleshooting, and administration.
• Extensive hands-on experience with Apple ecosystem (macOS, iOS, iPadOS), including device enrollment, management, and support in large-scale environments.
• Proven capability in mobile device management (MDM) using Jamf Pro and Microsoft Intune, with emphasis on zero-touch deployment, policy enforcement, remote troubleshooting, and compliance management.
• Strong scripting and automation skills (PowerShell, bash, and cmd) for system administration, reporting, and process optimization.
• Proficient with identity and access management (IAM) tools such as Okta and Active Directory for account provisioning, MFA, and SSO.
• Solid understanding of enterprise collaboration and communication tools including Zoom and Slack.
• Capable of operating within ITIL-based frameworks, with a strong sense of urgency and dedication to continuous service improvement.

Responsibilities

• Directly oversee the technical systems and services of Enterprise Technology platforms.
• Deliver technical support and engineering solutions to maintain and enhance enterprise platforms and systems, ensuring they effectively and efficiently meet the business’s computing, storage, security, and data communication needs.
• Design and maintain complex systems and services to achieve a high level of availability, as defined by IT leadership, in alignment with business requirements.
• Collaborate with cross-functional teams internally and external vendors as needed to support job functions and business objectives.
• Provide advanced support to maintain, monitor, and troubleshoot applications and systems.
• Identify and recommend infrastructure improvements and projects that enhance capabilities and service quality across the organization.
• Lead the development, implementation, and management of processes and procedures to ensure the reliability, recoverability, and optimal performance of laptops and local services.
• Serve as the escalation and final line of Tier 3 technical support for all Enterprise platforms and services.
• Participate in 24/7 on-call support as part of a rotating response team for urgent technical issues.
• Work with the Operations team to maintain continuous system operations, following a rotating on-call schedule for production support.
• Report infrastructure performance, risks, and upgrades to executive leadership and key business stakeholders.
• Collaborate with IT teams (e.g., software development, cybersecurity, data analytics) to ensure seamless technology stack integration.
• Create and maintain comprehensive technical documentation to support system integrity and knowledge sharing.

Preferred Qualifications

• BA and IT certifications preferred.