The IT Operations Engineer I role is a foundational role, ideal for those with prior experience in an IT Service Desk setting. You will be responsible for receiving, prioritizing, thoroughly documenting, and escalating end-user requests promptly. Your focus will be on providing active and effective resolution to meet user needs.
Problem resolution will often require the use of diagnostic and helpdesk request tracking tools. You will collaborate with both local and remote users, extending support for desktops, end-user computing technologies, and assisting in basic infrastructure support. This role is pivotal in ensuring swift and satisfactory solutions to end-user IT concerns.
- Provide support, log, and triage all IT-related issues, escalating for resolution and improving documentation processes.
- Operational support of systems like DNS, SSO, VM, network, and printing services, under guidelines and constraints set by the infrastructure team.
- Administer and utilize End User Computing tooling, such as Endpoint Management, software deployment, ticketing, and automation to support the Fortra users and business needs.
- Ensure software license compliance and manage constrained workstation OS and software updates, per Fortra IT standards.
- Manage and troubleshoot end-user devices and applications; handle account provisioning, access rights, and onboarding/offboarding processes.
- Handle workstation provisioning, inventory, lifecycle, and ensure timely hardware/software deployment for new hires.
- Conduct user orientations and training.
- Collaborate with IT, Security, DevOps, and CloudOps teams on complex issues or projects.
- Enhance team processes and work with cross-functional teams for project implementations.
- : Strong understanding and ability to navigate, operate, and troubleshoot a variety of IT systems, tools, and software, leveraging deeper expertise than an entry-level associate.
- : Articulates complex technical concepts clearly to both technical and non-technical stakeholders, ensuring smooth collaboration and understanding.
- : Engages with end-users proactively, ensuring their IT needs are met promptly and with a focus on improving overall satisfaction and user experience.
- Demonstrates a thorough understanding of and consistently adheres to advanced organizational procedures, guidelines, and best practices in all technical activities.
- : Assesses and prioritizes tasks with a keen sense of urgency, particularly in complex or ambiguous situations, ensuring critical issues are addressed promptly.
- At least 2 years’ experience working in an enterprise IT organization, in a technical support role.
- Strong proficiency in operating systems (Windows, macOS, Linux), office productivity suites, and common software applications.
- Proficiency in Microsoft 365 admin, Microsoft Active Directory, Exchange, MFA and Azure.
- Good understanding of networking principles, protocols, and troubleshooting techniques.
- Familiarity with remote support tools and techniques. (e.g. TeamViewer)
- Professional certifications such as CompTIA A+, CompTIA Network+, Microsoft Certified: Azure Fundamentals or similar, are desired.
- Excellent written and oral communication skills. Able to collaborate with technical and non-technical people at all levels of the organization.
- Excellent customer service skills, with a history of going above and beyond.
ID:3028
This is Fortra, where we're making a difference by offering a best-in-class solutions portfolio, proactively adapting to the ever-evolving cybersecurity threat landscape, and putting people first. Fortra is a cybersecurity company like no other. We're known for our innovative software and services, world-class support, and the commitment and satisfaction of employees across the globe. Our approach is different, and we’re proud of that. For more information about what it's like to work for us, and learn about our culture, benefits, or perks, connect with us on LinkedIn.
Our people make us great. Our employees are a resilient and diverse group of global problem solvers, proactive protectors, and relentless allies, empowered to show up every day authentically, ready to fight the good fight with Fortra. Here at Fortra, we believe we're stronger when we're all stronger. That's why we're committed to supporting and empowering our employees through a host of offerings, including competitive benefits and salaries, personal and professional development opportunities, flexibility, and much more!
Visit our website to learn more about why employees choose to work for Fortra. Remember to check out our Glassdoor to learn what our employees are saying and connect with us on LinkedIn.
As an EEO/Affirmative Action Employer, all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, veteran or disability status.
What We Do
HelpSystems has long been known for helping organizations become more secure and autonomous. However, over the years, our customers have shared with us that it has gotten harder and harder to protect their data. As technology plays an increasingly important role in the way organizations operate, cyberthreats are evolving to become more powerful than ever before. If there's one thing we've learned from being in an industry where the only constant is change, it's that being adaptable is the best way to grow in the right direction. So we've listened to our customers' concerns, problem-solved, and delivered with impressive results. Consequently, we're a different company today — one that is tackling cybersecurity head-on.
That's why HelpSystems is now Fortra, your cybersecurity ally. We're bringing the same people-first support and best-in-class portfolio that you've come to expect from HelpSystems, only now we're unified through the mission of providing solutions to organizations' seemingly unsolvable cybersecurity problems. We offer leading solutions like data security, infrastructure protection, managed services, and threat research and intelligence. Throughout every step of our customers' journeys, our experts are determined to help increase security maturity while decreasing the operational burden that comes with it. Because our team puts the same level of care into protecting our customers' peace of mind as their precious data.
We're driven by the belief that nothing is unsolvable.
We're tenacious in our pursuit of a better future for cybersecurity.
We are Fortra.
Why Work With Us
At Fortra, we’re all about people. Employees choose to work for Fortra and experience years of career enjoyment for a number of reasons, including their respect for one another and their ability to positively impact the business trajectory and its future.
