Job Summary:

The Operations Engineer will be responsible for handling Level 3 support tickets, managing complex
service requests, constructing and assisting with advanced system builds. Key responsibilities of this
engineer include resolving Level 3 support tickets, overseeing intricate service requests, and contributing
to advanced system builds. In addition to technical proficiency with both hardware and software, this
role requires meticulous attention to inventory management and the ability to effectively handle service
calls both on-site and remotely. Beyond these technical capabilities, the engineer will take on significant
responsibility for product ownership, managing products end-to-end, which includes monitoring
performance, leading updates, and ensuring continuous improvement. The role also encompasses full
project leadership duties, from initial conception through to completion, requiring the engineer to not
only serve as a project lead but also to coordinate cross-functional team efforts, manage timelines, and
drive project deliverables to successful execution. The ideal candidate will merge in-depth technical
knowledge with strong leadership skills and project management experience to excel in this
comprehensive role.

Key Responsibilities:

 Level 3 Support: Provide exceptional support by resolving Level 3 technical issues, serving as an
advanced point of escalation for complex problems.
 Level 3 Service Requests: Respond to and execute complex service requests with precision and
expert knowledge.
 Advanced System Builds: Expertly build and maintain a variety of systems including
workstations, network gear, cameras, servers, and printers.
 Service Calls: Perform both on-site and remote service calls with a commitment to resolving
issues efficiently and effectively.
 Product Ownership: Assume ownership products, taking full responsibility for their
documentation, management, performance, and troubleshooting.
 Project Leadership: Lead full custom projects from conception to delivery, including project
planning, execution, and team coordination.
 Scripting: Leverage PowerShell scripts to automate routine tasks, manage configurations, and
streamline operational processes related to the service desk and IT infrastructure.
 Reporting & Analytics: Collect, analyze, and interpret service desk data to identify trends,
measure performance against service level agreements (SLAs), and provide actionable insights.

 On-Call Rotation Participation: Engage in an on-call rotation to provide critical after-hours
support, ensuring prompt response to urgent issues and maintaining system reliability.

Qualifications:
 Bachelor's degree in Computer Science, Information Technology, or related field; or equivalent
work experience.
 Minimum of 3-5 years of experience in an advanced technical support role.
 Demonstrated ability to manage Level 3 technical support tickets.
 Proven leadership skills and experience in project management.
 Robust knowledge of computer systems, IT products, and networking.
 Strong analytical and problem-solving skills.
 Exceptional organizational and time management skills.
 Superior verbal and written communication abilities.
 Physical capability to lift and maneuver heavy equipment as needed.
 Valid driver’s license and readiness to travel for on-site service calls.

Physical Demands and Work Environment:
This job is both office-based and field-oriented, requiring physical mobility and the ability to engage in
on-site activities. The role demands frequent lifting of equipment, and full engagement in various
physical tasks associated with IT installations and service management.
Note: This job description is not intended to be all-inclusive. The employee may perform other related
duties to meet the ongoing needs of the organization.