Sr. IT Services Operations Engineer

Position : IT Operations Engineer (O365 Administrator)

Location : New York, NY (3-4 days Onsite / 1-2 days Remote)

Work Model : Hybrid (3-4 days Onsite / 1-2 days Remote)

Duration : Permanent Full Time, Direct Hire

Salary Range : 90k to 110k + Excellent Benefits Program at this organization

Required Experience :

• Microsoft 365 Administrative Experience : A Must
• Microsoft Azure Experience : A Must
• Microsoft Intune Experience : A Must
• Microsoft Windows Autopilot Experience : A Must
• At least 5 years of experience in similar role : A Must
• ITIL Certification / Training : Not a must, but a nice to have

Responsibilities :

• To assist with troubleshooting and resolve the more complex issues that have been escalated, whilst maintaining an accurate task record in ServiceNow.
• To be the 1st point of contact for user queries, faults and requests ensuring that correct engagement routes are followed, and all incidents and requests are recorded in ServiceNow
• Keep users updated as to the progress of their issues
• Perform remote deskside support to users primarily based in Europe
• Manage user expectations and ensure all tickets are dealt with according to defined SLA’s, ensuring expectations are met and where possible exceeded
• Assist with problem management resolution, where needed, across all endpoints
• Undertake user creation and termination tasks in Active Directory, Azure AD, and IdentityNow
• Support Operating systems, M365 and software updates
• Ensure that correct and safe procedures are used during the preparation and setting up of equipment.
• Provide induction onboarding and familiarization sessions to new users
• Track regular desktop restarts and ensure devices are regularly restarted to apply updates, creating reporting for management
• Manage and Support desktop & laptop deployments and regular security updates via deployment tools and ensure prior testing is completed
• Escalate deployment issues to the relevant practice team to allow enhancement / development of the gold build
• Provide support of user mailboxes, OneDrive, Teams and SharePoint directories
• Undertake desk, PC, monitor and meeting room moves & adjustments ensuring that all London desks remain fully equipped
• Manage mobile phone deployment and management (MDM).
• Assist in the procurement process and keep Asset records up to date for all workstation, printer and mobile devices
• Provide support to tech projects where your skillset is required
• Identify areas of potential service improvement to support the Continual Service Improvement strategy

What Gets You The Job :

• Strong experience in Windows 10 and 11 environment support
• Incident and request management experience
• Complex issue resolution in an M365 environment
• Understanding of Cloud technologies, platforms, SAAS, PAAS and IAAS
• Previous Level 2 or infrastructure engineer experience
• Knowledge of End-user device management practices
• Microsoft Endpoint Manager, Intune, and Autopilot
• End-user device hardware support (PC, Mac, mobile)
• ITIL based incident, problem and change management

Please send your resume to Dave Lim, Senior Technical Recruiter for immediate consideration.

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