IT Operations Engineer

This role is critical in overseeing several key areas, specifically relating to troubleshooting, architecture, procedures, and platform optimization. As a Senior Systems Engineer, you will serve as the go-to expert for complex IT issues, solution design, and improvement of systems and processes. You will be responsible for understanding customer needs and architecting solutions that align with industry best practices and standards. In addition, you will collaborate with a team of engineers to continuously enhance service delivery and ensure customer satisfaction.

Primary Responsibilities:

• Troubleshoot Complex IT Issues:
  Act as the escalation point for critical and high-priority issues that require expert-level troubleshooting. Collaborate with other engineers to diagnose and resolve complex IT problems, ensuring minimal downtime for customers.
• Solution Architecture:
  Design and implement tailored IT solutions, including network architecture, server configurations, and cloud solutions, to meet the specific needs of clients. Ensure all solutions align with standards for reliability, security, and scalability.
• Procedure Creation & Documentation:
  Assist in the development and refinement of IT and security procedures, ensuring they are up to date, comprehensive, and compliant with industry regulations. Maintain thorough documentation for all processes, procedures, and architectural designs.
• Platform Evaluation & Improvement:
  Regularly assess and optimize existing platforms and tools used to improve performance, security, and efficiency. Recommend new technologies and strategies that enhance the customer experience and streamline internal operations.
• Collaboration with Engineering Team:
  Work closely with other engineers to architect, scope, and implement projects for our clients. Contribute to brainstorming sessions, provide insights, and help shape the direction of internal initiatives and product improvements.
• SOP & Automation Development:
  Collaborate with your team to create and refine Standard Operating Procedures (SOPs) and automations to increase reliability and efficiency. Focus on areas that drive performance, security, and ease of management, ensuring that they align with both internal and client needs.
• Training & Knowledge Sharing:
  Provide ongoing training and mentorship to junior technicians and engineers, helping them bridge knowledge gaps and stay up to date on new procedures and technologies. Contribute to a culture of continuous learning and knowledge sharing within the team.
• Customer Engagement & Satisfaction:
  Maintain a customer-first mindset, ensuring the highest levels of service, reliability, and security. Assist with customer inquiries, offering guidance, updates, and support as needed to meet customer expectations and deliver optimal outcomes.
• Compliance & Security Best Practices:
  Stay informed about industry standards, security regulations, and compliance requirements to ensure all solutions and procedures are aligned with the latest best practices. Experience with compliance frameworks is a plus.

Skills & Qualifications:

• Advanced Knowledge of Windows Servers:
  Expertise in managing, troubleshooting, and optimizing Windows Server environments, with experience in various versions and configurations.
• Advanced Networking & Firewall Expertise:
  Deep understanding of network configurations, protocols, and troubleshooting, including proficiency with firewall management and security measures to protect the network infrastructure.
• Hypervisor Experience:
  Hands-on experience with hypervisors such as VMware, Hyper-V, or similar technologies to manage virtualized environments, including resource allocation and management.
• Customer Service Excellence:
  Strong communication and interpersonal skills, with a proven ability to manage customer relationships, address concerns, and provide exceptional service. The ideal candidate will excel in a client-facing environment, helping to ensure customer satisfaction at every level.
• Compliance Experience (Preferred):
  Experience working with compliance standards such as HIPAA, GDPR, or SOC 2, and a deep understanding of how to incorporate compliance requirements into day-to-day operations and client solutions.
• Technical Proficiency with MSP Tools:
  Experience with common MSP products such as Autotask, Datto RMM, Datto backups, Huntress, Microsoft products (Partner Center, Azure, Entra, Exchange), and Fortigate is highly preferred. Familiarity with other tools used in the MSP ecosystem is beneficial.

What We re Looking For: The ideal candidate is someone who thrives on new challenges and enjoys working in a dynamic and constantly evolving environment. We are looking for an individual who is eager to learn, solve complex problems, and collaborate with a team of skilled professionals. Your technical expertise will be key to ensuring the continued success of client environments