IT Tier 3 Operations Engineer

Join Verinext, a technology company that's not just keeping up with the future but actively shaping it. At Verinext, we firmly believe that work should be as enjoyable as it is rewarding. As Fortinet Network Engineer, you'll be stepping into an environment that thrives on innovation and fun. Our team-oriented culture isn't just a buzzword; it's a cornerstone of our success. We're incredibly proud to have been recognized as a "Best Place to Work" by the Philadelphia Business Journal for 10 consecutive years.

The role of an IT Tier 3 Operations Engineer is pivotal in bridging the gap between user needs and technical execution to ensure seamless operational support. This position focuses on delivering hands-on technical solutions to support all teams within the Atlanta office, ensuring that infrastructure, equipment provisioning, and support processes align with business objectives. This role serves as a key liaison between Solution Architects, Service Delivery Managers, and the Global Information Security corporate teams, driving efficient and effective IT operations.

This position is primarily responsible for technical support in the Atlanta, GA office. The scope of responsibility encompasses the support, installation, and troubleshooting of desktop/laptop systems, software deployments, office printers, conference room AV systems, and basic networking support, with additional opportunities to enhance endpoint management, user provisioning, and asset tracking processes.

Specific Responsibilities:

• Provide primary on-site support for technical issues and inquiries, including troubleshooting laptops (primarily Dell, with some Mac), AV/conference room systems (integrated with MS Teams/Exchange), desk setups (docks, monitors, keyboards, mice, external cameras), network connectivity (Cisco-based, with Wi-Fi and wired connections), and Xerox MFP printers managed via Papercut.
• Manage provisioning of new hire equipment, set up workstations, maintain inventory, and assist with broader IT configurations as needed.
• Perform software installations and updates on desktops and laptops, ensuring compatibility and functionality.
• Troubleshoot IT infrastructure services (network, Wi-Fi, etc.) and collaborate with corporate IT teams to resolve issues.
• Request quotes and assist procurement with purchasing IT assets.
• Leverage ITSM/ITIL knowledge (e.g., Change Requests, Service Requests, Incidents, Problems) to manage tickets, prioritizing local issues while supporting remote tickets as capacity allows, using the current ticketing platform.
• Write, update, and publish technical documentation and knowledge base articles, primarily using Confluence.
• Maintain availability in the office Tuesday through Thursday, with Monday and Friday remote unless in-person work is required; be prepared for occasional after-hours or emergency on-site support.
• Adhere to documented processes and corporate standards while ensuring a strong customer service focus.
• Attend daily standup meetings to track progress and ensure timely delivery of solutions.
• Validate technical changes prior to implementation and implement best practices to streamline deployment and maintenance.

Value-Add Opportunities:

• Endpoint Management (SCCM/MECM): Support endpoint patching, deployments, and management; collaborate with third-party IT providers to troubleshoot and resolve vulnerabilities as directed by Information Security.
• Azure AD/Entra: Enhance user and account management by documenting and automating onboarding/offboarding processes, working with stakeholders to reduce friction and improve efficiency.
• Microsoft Licensing: Conduct cleanup of existing license assignments, develop policies for automated provisioning, and optimize user installations.
• Asset Management (Eracent): Improve device discovery, enrollment, and tracking processes within the current asset management tool, enhancing overall inventory accuracy.

Required Competencies:

• Proficiency in operating systems (Windows, macOS/iOS), Microsoft Office, and troubleshooting desktop/mobile devices.
• Expertise in Microsoft Office 365, Exchange Online, Teams, OneDrive, SharePoint Online, Intune, and Azure AD.
• Systems administration knowledge, including Microsoft Windows Server, Active Directory, and Group Policies.
• Familiarity with endpoint threat management tools (e.g., EDR, DLP agents).
• Experience with identity and access management (e.g., Active Directory, Azure AD, Group Policy).
• Proficiency with management tools such as Microsoft SCCM, Autopilot, and endpoint deployment solutions.
• Strong documentation skills and an information security/automation mindset.
• Ability to collaborate across teams and adapt to evolving technical requirements.