Job Description

Summary:

The Advanced Operations Support Group is one of the main arteries of the K2 Managed Services Offering. Our combined teams provide 24x7x365 monitoring and operational support for all Total Care clients. The main objectives of the Advanced Operations team is to assist the NOC (Network Operations Center), Desktop Support and Service Desk with escalations that will result in swift resolutions before they become service impacting incidents. Our team is expected to make sure that all client infrastructure that includes but is not limited to servers, switches, firewalls, access points, UPS’s are online and operational 24x7.

• This role is required to report to our Scottsdale datacenter at 8521 E Princess Drive Scottsdale Arizona, 5 days a week for the full shift duration. Shift: 6am-3:00 pm, with 1 hour paid lunch
• Compensation: 70,000 USD annually base salary

Responsibilities:

In this role you will be responsible for providing technical support and managing the day-to-day operations of our clients' IT infrastructure and systems. You will work closely with clients, NOC and Help Desk to ensure their IT needs are met and the systems are operational. Other responsibilities include accepting and responding to events created from multiple monitoring platforms and tools. These events will span networking, systems, applications, and other service areas that require excellent troubleshooting skills. The resolution of these events requires technical execution and or escalation to a specific practice group or service owner.

· Ability to work specific shift hours.

· Detailed documentation skills and excellent written communication skills.

· The ability to prioritize and determine resolution can be completed efficiently.

· Critical thinking and quick decision making.

· Special Project work as required by the needs of our clients or other departments.

· Experience using ticketing, monitoring and remote management tools such as: ServiceNow, Logic Monitor, Tanium and Auvik.

· Experience performing basic and advanced administration tasks on enterprise storage devices i.e. SAN and NAS. The ideal candidate would have experience with Nutanix, EMC, HP and Dell.

· Handle escalated support requests and incidents from Help Desk and NOC, providing technical guidance and expertise to resolve issues.

· Respond and resolve incoming client support requests and incidents via phone, email, or ServiceNow ticketing system in a timely and professional manner.

· Troubleshoot and resolve technical issues related to hardware, software, network, and other IT infrastructure components with familiarity with Network technology like Routers/ Switches/ Firewalls/ Load balancers/ Circuits

· Perform routine maintenance tasks, such as system updates, patch management, and backup checks and test restore.

· Assist with interdepartmental and clients with user account management, password resets, and access control changes.

· Proactively manage clients' IT systems to identify and resolve potential issues before they escalate into larger issues.

· Complete routine walk-throughs and standard check-lists.

· Record all support activities in ServiceNow cases, including issues, resolutions, and client communications.

· Collaborate with shift leads, department managers and Senior Engineers to escalate complex issues and ensure timely resolution.

· Maintain a strong knowledge of industry best practices, emerging technologies, and trends in Advanced Operations.

· Provide exceptional customer service by effectively communicating with clients and managing their expectations.

Qualifications:

· Proven experience in providing technical support and managing IT systems in an Advanced Operations environment.

· Strong Experience with operating systems (Windows 10 and 11, Server OS 2016, 2019 or 2022), network protocols, hardware (Arista, Nutanix, Juniper, Netapp, Cisco, Cisco Meraki, Fortigate, HP or Dell), and software components.

· Strong Experience with Microsoft Office, Microsoft Office 365/Exchange Online tenant.

· Strong Experience with Mimecast, Proofpoint or other email security gateway.

· Strong Experience with Microsoft MFA (Multi Factor Authentication), DUO MFA or other MFA providers.

· Strong Experience with virtualization technologies and cloud computing that include Hyper-V, VMWare, Nutanix, Citrix, RDS and VDI (Virtual Desktop Interface).

· Proficiency in troubleshooting and problem-solving techniques.

· Excellent communication and customer service skills.

· Ability to work well in a fast-paced and dynamic environment.

· Ability to work alone and in a diverse geographically team environment.

· Certification in one or more of the following: CompTIA A+, CompTIA Network+ or CompTIA Security+.

· Certification in one or more of the following: Microsoft Technology Associate (MTA) in IT Infrastructure (Windows Operating System, Windows Server Administration, Networking or Security Fundamentals).

· Knowledge of law vertical software, such as iManage, NetDoc’s, Literia, PC Law, Pro Law, Juris, Hot Doc’s, Number Cruncher, Pro System Tax FX a plus. Ability to learn latest programs as needed.

Work Environment:

· This role is required to report to our Scottsdale datacenter at 821 E Princess Drive Scottsdale Arizona, 5 days a week for the full shift duration.

· Flexible working days are available when pre-approved with direct manager.

· Ability to lift 50 lbs; UPS, Servers, SAN, etc. for any onsite work/assistance.

· Ability to stand or sit for extended periods of time.

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