IT Operations Engineer
San Francisco, CA 94107
Blackstone Technology Group, an award-winning technology consulting and talent agency is seeking a It Operations Engineer to join our team at our client s site in San Francisco, CA.
IT Operations Engineer
The IT Operations Engineer provides Tier 1, 2, and 3 IT support for our client s employees. Consults and advises employees in the proper use of technology. This role will ensure accurate and timely response and resolution of all activities related to service delivery provided by the IT service desk. The Engineer serves as the primary point of escalation for 1st level support staff in assisting with complex issues. The Engineer is the subject matter expert for many different technologies including but not limited to; core IT systems, network, PBX, and video conferencing. This individual operates in a senior-level cross-functional IT support capacity, will be involved in training and mentoring IT Operations Support staff and peers and is expected to exercise initiative and good judgment in planning and organizing work, carrying out the work process, and modifying plans to meet unexpected situations.
Monitor and document Jira IT tickets and respond to user requests and incidents in a timely effective manner. Perform follow-up if needed on all resolved issues to ensure expected results were achieved prior to closing tickets.
Be well organized and create a dialogue to ensure end-users understand the progress of ticket
Have a courteous, professional approach and attitude to work with all end users.
Assist business in improving workflows and processes through technology, training and/or software.
Respond to project inquiries and requests for information.
Incident Management: resolve IT related incident/outage issues and report to management cause and resolution
Conduct software testing utilizing testing environments to aid in training and troubleshooting prior to production rollout.
Assists with the development and testing of productivity tools and procedures for the department.
Complete assigned specialized project work focused on but not limited to; implementation of new technologies, functionality testing, testing and utilizing new software and utilities.
Travel to other locations (Salt Lake City) to perform essential functions, and project rollouts (1-2 times a year).
Prepares, coordinates, tracks and communicates deliverables and identifies those deliverables at risk of missing the deadline.
Provides support for Tier 1 duties such as deploying software, imaging, and reporting.
Participate in regularly scheduled off-hours maintenances.
3-5 years of related experience
SSO/SAML 2.0 authentication methods
Experience with Okta
macOS, Apple software, hardware, and business solutions
Excellent communication and customer support skills + ability to communicate technical details to non-technical people
Other Helpful Qualifications:
GSuite for Business applications and support processes
JAMF/Casper Suite MDM
Blackstone is a global IT services and solutions firm that implements digital transformation solutions across commercial industry verticals and the US Federal Government. Blackstone was founded in 1998, and has offices in San Francisco, Denver, Houston, Colorado Springs, and Washington, DC. We specialize in IT staffing and place both technical and creative talent across a variety of industries and sectors.
EOE of Minorities/Females/Veterans/Disabilities