Job Summary:

The Operations Engineer will be responsible for handling Level 3 support tickets, managing complex service requests, constructing and assisting with advanced system builds. Key responsibilities of this engineer include resolving Level 3 support tickets, overseeing intricate service requests, and contributing to advanced system builds. In addition to technical proficiency with both hardware and software, this role requires meticulous attention to inventory management and the ability to effectively handle service calls both on-site and remotely. Beyond these technical capabilities, the engineer will take on significant responsibility for product ownership, managing products end-to-end, which includes monitoring performance, leading updates, and ensuring continuous improvement. The role also encompasses full project leadership duties, from initial conception through to completion, requiring the engineer to not only serve as a project lead but also to coordinate cross-functional team efforts, manage timelines, and drive project deliverables to successful execution. The ideal candidate will merge in-depth technical knowledge with strong leadership skills and project management experience to excel in this comprehensive role.

Key Responsibilities:

Level 3 Support: Provide exceptional support by resolving Level 3 technical issues, serving as an advanced point of escalation for complex problems.
Level 3 Service Requests: Respond to and execute complex service requests with precision and expert knowledge.
Advanced System Builds: Expertly build and maintain a variety of systems including workstations, network gear, cameras, servers, and printers.
Service Calls: Perform both on-site and remote service calls with a commitment to resolving issues efficiently and effectively.
Product Ownership: Assume ownership products, taking full responsibility for their documentation, management, performance, and troubleshooting.
Project Leadership: Lead full custom projects from conception to delivery, including project planning, execution, and team coordination.
Scripting: Leverage PowerShell scripts to automate routine tasks, manage configurations, and streamline operational processes related to the service desk and IT infrastructure.
Reporting & Analytics: Collect, analyze, and interpret service desk data to identify trends, measure performance against service level agreements (SLAs), and provide actionable insights.
On-Call Rotation Participation: Engage in an on-call rotation to provide critical after-hours support, ensuring prompt response to urgent issues and maintaining system reliability.

Qualifications:

Bachelor's degree in Computer Science, Information Technology, or related field; or equivalent work experience.
Minimum of 3-5 years of experience in an advanced technical support role.
Demonstrated ability to manage Level 3 technical support tickets.
Proven leadership skills and experience in project management.
Robust knowledge of computer systems, IT products, and networking.
Strong analytical and problem-solving skills.
Exceptional organizational and time management skills.
Superior verbal and written communication abilities.
Physical capability to lift and maneuver heavy equipment as needed.
Valid driver's license and readiness to travel for on-site service calls.

Physical Demands and Work Environment:

This job is both office-based and field-oriented, requiring physical mobility and the ability to engage in on-site activities. The role demands frequent lifting of equipment, and full engagement in various physical tasks associated with IT installations and service management.

Note: This job description is not intended to be all-inclusive. The employee may perform other related duties to meet the ongoing needs of the organization.

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Operations Engineer