Technical Operations Level 3

Honu Services, Inc

12d•$100,000 - $130,000•Remote

About The Position

The Technical Operations Level 3 role serves as an advanced technical resource for complex IT issues, escalations, and system troubleshooting. This role involves deep technical expertise, project leadership, and collaboration with engineering teams for infrastructure improvements. Other duties as assigned.

Requirements

Bachelor’s degree in Information Technology or a related field or minimum of 7+ years of experience in IT support or technical operations roles.
CompTIA A+, Network+, or Security+ Certification (within 180 days of hire)
Hands-on experience with IT Service Management Tools (ServiceNow preferred)
Strong knowledge of enterprise IT infrastructure, 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 and Site24x7.
Familiarity with remote management and monitoring tools (Endpoint/Desktop central, NinjaOne, Splashtop, TeamViewer).
Familiarity with SIEM tools such as Azure Sentinel, LevelBlue/AlienVault, Microsoft Defender XDR
Daily and punctual attendance is required:
Remote work, but must be able to coordinate with teams in multiple time zones
On time and prepared for all scheduled meetings

Nice To Haves

CompTIA Security+
ITIL v4
Microsoft Certifications: Endpoint Administrator Associate (MD-102), Azure Virtual Desktop Specialty (AZ-140)

Responsibilities

Resolve advanced IT issues and act as an escalation point for Level 1 and Level 2 supportwithin defined SLAs.
Document and track all incidents and resolutions in the ticketing system.
Perform root cause analysis on recurring system issues and recommend long-term solutions.
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.
Design, implement, and support complex IT solutions.
Perform scheduled maintenance, patches, and updates to ensure systems are secure and compliant
Lead system upgrades, migrations, and integrations.
Monitor and maintain IT systems, including servers, networks, and applications.
Assist in the deployment of new technologies and applications.
Analyze system performance and recommend optimizations.
Work closely with security and compliance teams to ensure IT best practices
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.
Provide mentorship and training to junior staff.
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.