What are the responsibilities and job description for the Service Operations Technician position at Synercomm Inc?
Description
Under the guidance of Network and Security Architects and Engineers and with supervision by the Service Operations Manager, a Service Technician will apply their interpersonal communication skills and IT experience for day-to-day support, monitoring, operation, administration, and maintenance of SynerComm internal IT infrastructure, systems and applications. Ensures effective and timely support for SynerComm’s IT users.
ESSENTIAL JOB FUNCTIONS:
- Monitor and maintain physical Data Center, Lab, Facilities, and Security systems.
- Monitor and support Network (wired/wireless/VPN) systems.
- Maintain IP address management, DHCP and DNS systems.
- Operate and administer cybersecurity control systems (Firewalls, IDS, SIEM, DLP, Authentication).
- Monitor and administer server, storage, and backup systems.
- Monitor and administer Microsoft 365 communication and collaboration applications (Email, VOIP, Messaging, Document Collaboration, etc.).
- Provide tier 1 support of IT systems.
- Support and maintain end-user computer systems (Hardware, OS, and Applications).
- Support office Audio/Visual and Information Presentation Systems.
- Monitor and support endpoint system patching.
- Analyze, isolate, and issue resolution on IT systems.
- Monitor and manage help desk requests and issues related to lab, test, and production environments.
- Support compliance tasks (evidence and artifact collection) related Information Security Program requirements.
- Report regularly to Management on the overall health and performance of SynerComm IT applications, systems and infrastructure.
- Support customer projects as directed and assigned by manager including technical, administrative, and physical (e.g., warehouse shipping and handling) tasks and activities.
- Obtain professional and technical certifications as directed by SynerComm.
Working Conditions:
- Reports to and work in a normal office, warehouse, data center environment.
- Opportunity for infrequent, remote work.
- Some business travel. Valid driver’s license and automobile insurance is required.
Other tasks and duties to be performed as requested, subject to all applicable state and federal laws.
Requirements
Education/Training/Experience:
- Technical School IT training or equivalent relevant experience (as determined by SynerComm).
- Experience working in a customer service or help desk role.
- Experience working as a Systems Administrator.
- Warehouse experience a plus.
Skills/Knowledge/Personal Qualities:
- Active Directory, EntraID, or substantially similar authentication environments.
- Networking (routing, switching, Wi-Fi).
- Server and workstation endpoint administration.
- Microsoft 365 administration.
- Data Center or Facilities support and administration.
- Inquisitive, innovative and collaborative problem-solving skills.
- Self-Motivated, detail-oriented and reliable.
- Strong oral and written communications skills.
- Ability to work well with others as a team member and team leader.
- Professional attitude in support of continual improvement activities.