IT Operations Support Engineer

Objective: Contract a vendor to deliver operational assistance for Active Directory, coordinate AWS administration, manage endpoint devices, and maintain office network equipment support throughout the organization.

1. Active Directory (AD) Management

• Creation, modification, disabling, and deletion of user accounts.

• Establishment, modification, review, and decommissioning of security groups.

• Assistance with user access requests and adjustments to permissions.

• Investigation and resolution of incidents and service requests related to AD.

• Support for onboarding new Active Directory environments, domains, or forests.

• Collaboration with infrastructure and security teams for changes related to AD.

• Documentation and upkeep of operational procedures for AD.

2. AWS Operations Assistance

• Coordination of patch management processes for systems hosted on AWS.

• Monitoring and follow-up on patch deployment timelines and maintenance windows.

• Addressing operational inquiries and service requests related to AWS.

• Collaboration with application owners, infrastructure teams, and vendors to ensure prompt patch implementation.

• Support for incident escalation and communication regarding AWS operational challenges.

• Maintenance of operational records and reporting activities.

3. Device Configuration and Endpoint Management (Mac, iPhone, Android)

• Support for the configuration and deployment of Mac devices.

• Configuration of corporate devices, including iPhones and Androids.

• Enrollment and management support for MDM/endpoint management systems.

• Troubleshooting issues related to device configuration and user inquiries.

• Assistance with policy deployment, application installation, and security setups.

• Lifecycle management of devices, including provisioning, replacement, and decommissioning.

4. Maintenance Support for Office Network Equipment

• Provide operational support and maintenance coordination for office network equipment, such as routers, switches, wireless access points, firewalls, and other related appliances.

• Collaborate with vendors, carriers, and internal infrastructure teams for hardware maintenance, replacements, firmware updates, and incident resolution.

• Monitor maintenance schedules, support contract status, warranty coverage, and renewal necessities for office network equipment.

• Assist in troubleshooting office network connectivity issues and escalate to relevant internal or external teams as necessary.

• Maintain inventory records, configuration documentation, and network diagrams pertaining to office network equipment.

• Facilitate change coordination for office network equipment, including planned maintenance periods and communications with users.

Required Skills and Qualifications

• Proficient experience in supporting Microsoft Active Directory environments.

• Understanding of AWS operational and infrastructure services.

• Basic familiarity with office networking equipment, including routers, switches, wireless access points, and firewalls.

• Experience in managing MacOS, iOS, and Android devices within enterprise settings.

• Strong troubleshooting abilities and effective communication skills.