IT Support Engineer, Opus 2

• Windows 11, macOS and Office 365 suite
• Microsoft Office 365 platforms (SharePoint, Exchange, AAD)
• Linux experience
• ISCSI and other file storage technologies
• VPN technologies including but not limited to DirectAccess and Always On VPN
• Network components, network operating systems and computer hardware components
• Network troubleshooting- Basic and/or advanced connectivity testing and firewall knowledge
• Hands-on knowledge of the procedures used in the installation, modification maintenance and repair of IT hardware and software
• Domain controllers, Active Directory Management, DHCP, DNS
• WDS and other deployment tools
• Microsoft Intune or other MDM tools
• Cloud phones and videoconferencing systems (RingCentral, Teams, Zoom)
• Freshservice, ServiceNow or other ticketing solutions
• Performing daily system checks, servers, backups, and firewall monitoring
• Being an escalation point for incident resolution
• Resilience and resourcefulness to work effectively under pressure and to tight deadlines
• Eagerness to acquire documentation skills (reports, policies, procedures, workflows)
• We will support you to achieve the above desirables within your time of employment with us, or with any other training requirements we identify you will need/desire to obtain
• Excellent team player with proven leadership and communication skills
• Self-driven, results-oriented with a positive outlook, initiative, and leadership ability
• A clear focus on high quality work
• A natural forward planner who critically assesses own performance
• Comfortable working in a non-corporate, relaxed, and unstructured working environment
• Reliable, flexible, and determined
• Good communication skills for dealing with diverse range of colleagues and end users
• Keen for new experiences and a drive to grow skill sets
• Must be able to handle the pressures of simultaneously co-coordinating a wide range of activities and recommend appropriate solutions when needed

Desirable

• We are looking for someone with IT support experience to join our team in an exciting new role within the Opus 2 IT team
• Working with our global IT Support Engineers to provide top class support to end users
• Assisting in the monitoring, troubleshooting, and supporting of our internal environment(s)
• Point of contact for user support request delivered via the service desk ticketing system, driving resolution in accordance with well-established policies and procedures
• Provide remote and onsite technical support when needed
• Administration of email, AD, AV, DHCP, and DNS
• Work with our existing Change Management, Patch Management, Supplier Management and Licensing processes
• Proactive problem solving
• Participate in project planning activities
• Documentation production and review
• Network Infrastructure support and management
• Respond to complaints, taking all appropriate actions to turn any dissatisfied users into satisfied users
• Deploy patches on hardware/software/networks/environments as well as supporting the architecture and integration of technical solutions
• Act as liaison for escalations to 3rd party vendors
• Administration and maintenance of mission critical web and database servers
• Configuration and set-up of all new server systems required for the company’s activities
• Firewall administration and overall client network security with the Network Security Specialist
• You will also research and document major incidents and problems