Technical Operations Level 2

Honu Services, Inc

1d•$80,000 - $120,000•Remote

About The Position

The Technical Operations Level 2 role provides mid-level technical support, ensuring the smooth operation, maintenance, and optimization of IT systems, infrastructure, and applications. This position is responsible for troubleshooting complex issues, coordinating with other teams for resolution, and contributing to projects related to system upgrades, migrations, and integrations. The ideal candidate has a proactive approach to problem-solving and demonstrates expertise in IT service management.

Requirements

Bachelor’s degree in Information Technology or a related field or minimum of 5-7 years of experience in IT support or technical operations roles.
CompTIA A+, Network+, or Security+ (or within 180 days of hire)
Hands-on experience with IT Service Management Tools (ServiceNow preferred)
Strong knowledge of enterprise IT infrastructure concepts, including Microsoft 365, Windows 11, Azure IaaS/PaaS, VDI, and cloud-based platforms.
Experience working with business teams to gather business requirements to build solutions.
Familiarity with resource availability and performance monitoring tools such as Azure Monitor, LevelBlue/Alienvault, and Site24x7.
Familiarity with SIEM tools such as Azure Sentinel.
Microsoft Certifications: Microsoft 365 Fundamentals (MS-900) or Security, Compliance, and Identity Fundamentals (SC-900), Microsoft 365 Certified Endpoint Administrator Associate (MD-102)
ITIL v4

Responsibilities

Resolve escalated technical issues from Level 1 support within defined SLAs.
Document and track all incidents and resolutions in the ticketing system.
Conduct root cause analysis for recurring problems and implement corrective actions.
Serve as a point of contact for advanced troubleshooting of hardware, software, and network-related issues.
Collaborate with vendors and third-party providers for complex issue resolution.
Monitor and maintain IT systems, including servers, networks, and applications.
Perform scheduled maintenance, patches, and updates to ensure systems are secure and compliant.
Assist in the deployment of new technologies and applications.
Manage hardware and software inventory, ensuring compliance with licensing requirements.
Oversee the lifecycle of IT assets, including provisioning, decommissioning, and disposal.
Maintain accurate and up-to-date technical documentation, including SOPs and Knowledge Base articles.
Provide performance metrics and reports to management, highlighting key trends and potential risks.
Participate in IT projects, such as system migrations, upgrades, and implementations.
Recommend and implement improvements to existing processes to enhance efficiency and reliability.
Support IT security initiatives, including vulnerability assessments, monitoring, and remediation.
Ensure adherence to company policies, industry standards, and regulatory compliance.
Other duties as assigned.