Principal Associate, Tech Operations
Core
Provide onsite customer support and technology operations for a geographically dispersed enterprise workforce, focusing on end-user support, incident management, and laptop/device troubleshooting.
Role type
Senior IC IT Operations Specialist (Tech Ops)
Builds
Operational reliability and seamless customer experiences for enterprise users
Domain
IT Operations / Enterprise Support
Required skills
Incident management, Change management, Problem management, Knowledge management, Endpoint management, Networking fundamentals (DNS, DHCP, TCP/IP), Scripting (PowerShell, Python, Bash), System connectivity troubleshooting
Preferred skills
Process management (ITIL), CMDB management, Project management, Cloud and virtualization (AWS, GCP, Azure, VMware), Endpoint lifecycle automation, Monitoring and alerting dashboards
Technologies
AWS, GCP, Azure, VMware, PowerShell, Python, Bash, CMDB
Responsibilities
Monitor systems, alerts, and dashboards to identify potential incidents and escalate issues; Document recurring issues, resolutions, and troubleshooting steps in knowledge base articles and standard operating procedures; Provide technology support operations including end user support, IT incident management, change management, problem management, knowledge management, endpoint management, and business controls; Resolve internal users' technical issues with a heavy focus on laptop support (Windows PCs, Macs, Mobile Devices).
