Job Description

The Senior IT Ops Engineer is responsible for troubleshooting complex technical issues, ensuring optimal system performance, and managing the configuration of new software and hardware. Success in this role requires a strong foundation in Apple macOS and exceptional troubleshooting abilities.
Responsibilities

• Provide Tier 2 technical support to end users via phone, email, and chat.
• Manage the onboarding and offboarding processes for employees and contractors.
• Diagnose and resolve technical issues.
• Assist System Administrators in addressing daily challenges.
• Upgrade network devices to the latest firmware versions.
• Train new system users and set up their accounts.
• Monitor the performance of servers, software, and hardware.
• Troubleshoot and support Zoom Rooms, AV systems, and meeting room configurations.
• Provide advanced support for macOS/Windows devices and MDM.
• Ensure the smooth deployment of new applications.
• Maintain and update technical documentation.
• Participate in projects aimed at improving helpdesk efficiency and effectiveness.
• Solid knowledge of Identity and Access Management (IAM) platforms (OneLogin, Okta).

• Bachelor of Science (BSc) or Bachelor of Arts (BA) in Information Technology, Computer Science, or a related discipline; professional certification (e.g., Microsoft Certified Systems Administrator (MCSA)) is advantageous.
• Minimum of 5 years of solid experience with Apple MDM Jamf Pro solution.
• Minimum of 5 years of solid experience with Workspace One MDM solution.
• Minimum of 5 years of professional experience as an IT Engineer.
• Proficiency in at least one scripting language.
• Strong understanding of LAN/WAN networks.
• Knowledge of system security techniques.
• In-depth knowledge of Google Workspace, Zoom, FortiGate, CrowdStrike, and Systems