Operations Technician

Overview

This permanent Operations Technician position involves providing technical support to clients and resolving complex or escalated technical issues. The role encompasses a broad range of hardware and systems, including desktop support, hosting services, and networking. Collaboration with team members, management, and clients is integral to effectively diagnosing and fixing problems.

Key Responsibilities

• Configure and commission new hardware, software, and service deployments.
• Expand subject matter expertise to communicate intricate technical concepts clearly.
• Maintain and update client and internal IT infrastructure.
• Develop and uphold business continuity procedures and documentation.
• Contribute to organizational documentation through approved channels.
• Handle initial client support requests received via email, phone, or Zendesk.
• Generate and manage support tickets and corresponding documentation.
• Actively interact with clients to understand and prioritize issues.
• Troubleshoot and resolve technical problems effectively.
• Accurately document resolutions and maintain timesheets.
• Escalate complex issues to designated subject matter experts as necessary.
• Conduct periodic on-site client visits to install equipment, diagnose issues, and provide support.

Technical Requirements

• Proficiency with Microsoft 365 is essential.
• Strong knowledge of networking technologies including Cisco routing, switching, and VPN.
• Familiarity with Microsoft Azure cloud platform.
• Experience with virtualization technologies such as VMware and Hyper-V.
• Understanding of backup solutions like Veeam.
• Competence with Linux operating systems.
• Experience managing Microsoft Windows server and desktop environments.
• Knowledge of Apple Mac OS.
• Familiarity with monitoring tools such as CheckMK, Observium, and Zabbix.

Additional Information

This role requires occasional visits to client sites for installations and support. Excellent problem-solving and communication skills are vital to succeed.