IT Operations Engineer

Summary

Join our Mission to Protect Humankind! We are seeking a customer-focused IT Operations Engineer to provide high-quality technical support for both onsite and remote employees.

Requirements

• Minimum of 5+ years of experience in IT Support
• Demonstrated experience in IT operations or technical support roles, ideally in a mid-sized or large organization, with a strong focus on customer service
• Proven ability to provide friendly and effective remote and onsite support, resolving issues in a way that prioritizes user satisfaction
• Proficiency in Windows-based environments, troubleshooting hardware and software for end users
• Experience supporting Microsoft 365 suite, including Outlook, Office 365, Teams, etc., with a customer-first approach
• Experience with Okta for user management and identity authentication
• Experience with Intune or similar MDM solutions
• Basic knowledge of networking fundamentals (e.g., VPNs, Wi-Fi) to support end-user connectivity
• Familiarity with ticketing systems like Freshservice or similar, with a focus on user satisfaction
• Ability to maintain and troubleshoot conference room A/V equipment
• Ability to write clear and user-friendly documentation, including knowledge base articles and how-to guides
• Experience in customer-facing IT support roles, providing excellent service to both remote and onsite users
• Hands-on experience in biotech or similarly regulated industries is a plus
• Certifications such as CompTIA A+, Network+, or Microsoft certifications are valued but not required

Responsibilities

• Deliver exceptional customer service while providing technical support, ensuring users feel supported and satisfied with the resolution process
• Respond to and resolve IT tickets for both onsite and remote users, addressing hardware, software, and network-related issues
• Handle IT tickets via Freshservice, ensuring quick and efficient resolutions to a range of technical issues
• Manage and troubleshoot user accounts through Okta, supporting identity and access needs
• Provide customer-focused support for Microsoft 365 applications, including Outlook, Office 365, Teams, and more
• Manage, troubleshoot, and support Windows desktops and laptops, ensuring users’ devices function optimally
• Use Intune to manage mobile devices, focusing on customer satisfaction while ensuring device security
• Perform basic network diagnostics and troubleshooting for onsite and remote employees
• Maintain and troubleshoot conference room A/V equipment
• Assist with setup, configuration, and troubleshooting of IT hardware such as desktops, laptops, and peripherals
• Install and maintain software, providing guidance and support to users throughout the process
• Collaborate with the IT Systems Engineering group to support cross-functional projects and initiatives, contributing technical expertise
• Create and maintain user-friendly documentation, including knowledge base articles and how-to guides, ensuring users and IT staff can easily follow instructions

Benefits

• Comprehensive benefits
• Equity component