The Advanced Operations Support Group is one of the main arteries of the K2 Managed Services Offering. Our combined teams provide 24x7x365 monitoring and operational support for all Total Care clients. The main objectives of the Advanced Operations team are to assist the NOC (Network Operations Center), Desktop Support, and Service Desk with escalations that will result in swift resolutions before they become service-impacting incidents. Our team is expected to make sure that all client infrastructure, including but not limited to servers, switches, firewalls, access points, and UPS’s, are online and operational 24x7.

• This role is required to report to our Scottsdale datacenter at 8521 E Princess Drive Scottsdale Arizona, 5 days a week for the full shift duration. Shift: 6am-3:00 pm, with 1 hour paid lunch.
• Compensation: 70,000 USD annually base salary.

Responsibilities:

1. Provide technical support and manage the day-to-day operations of clients' IT infrastructure and systems.
2. Work closely with clients, NOC, and Help Desk to ensure IT needs are met and systems are operational.
3. Accept and respond to events created from multiple monitoring platforms and tools, requiring excellent troubleshooting skills.
4. Document all support activities in ServiceNow cases, including issues, resolutions, and client communications.
5. Collaborate with shift leads, department managers, and Senior Engineers to escalate complex issues and ensure timely resolution.
6. Provide exceptional customer service by effectively communicating with clients and managing their expectations.

Qualifications:

1. Proven experience in providing technical support and managing IT systems in an Advanced Operations environment.
2. Strong experience with operating systems (Windows 10 and 11, Server OS 2016, 2019, or 2022), network protocols, and hardware components.
3. Strong experience with Microsoft Office, Microsoft Office 365/Exchange Online tenant.
4. Strong experience with email security gateways and MFA providers.
5. Proficiency in troubleshooting and problem-solving techniques.
6. Excellent communication and customer service skills.
7. Ability to work well in a fast-paced and dynamic environment.
8. Certification in one or more of the following: CompTIA A+, CompTIA Network+, or CompTIA Security+.

This role is required to report to our Scottsdale datacenter at 821 E Princess Drive Scottsdale Arizona, 5 days a week for the full shift duration. Flexible working days are available when pre-approved with the direct manager.

Ability to lift 50 lbs for any onsite work/assistance. Ability to stand or sit for extended periods of time.

Seniority level

• Associate

Employment type

• Full-time

Job function

• Consulting
• Industries: IT Services and IT Consulting