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Form of workOur client believes in helping people do great things by building strong communities for open-source software, innovating software infrastructure, and building the next generation of performance computing. Their software stack consists of Rocky Linux - the CentOS replacement, Apptainer - the container solution of choice for HPC, and more. With this client, you'll have the opportunity to work on creative solutions to challenging real-world problems.
If you are interested in an environment built on ownership, diversity of thought, and pushing the limits of what is possible, this could be the opportunity.
Please Note: This is a remote opportunity with our client.
Job Requirements- Serve as the final escalation point within the IT Support department, demonstrating expertise in troubleshooting and resolving the most difficult and complicated issues.
- Provide Tier 3 technical support to remote workers in different geographical locations, ensuring timely and effective resolution of their technology-related concerns.
- Prioritize and respond to service requests through the IT ticketing system, adhering to Service Level Agreements (SLA) and delivering exceptional customer service.
- Support event management, service level management, incident management, and problem management processes, ensuring efficient resolution of IT incidents and minimizing impact on operations.
- Conduct advanced troubleshooting and support of desktops, applications, network connections, on-prem and cloud infrastructure, showcasing a strong technical background and proficiency in diverse technology environments.
- Consult with different departments to understand their technology needs, providing valuable insights and recommendations to optimize technology infrastructure and enhance operational efficiency.
- Participate in and/or lead the review, evaluation, and recommendation of solutions related to hardware and software acquisitions and network updates, contributing to the continuous improvement of the IT infrastructure.
- Maintain and create knowledge base articles, fostering knowledge sharing and enabling self-service options for users.
- Maintain, update, and audit record-keeping systems, ensuring accurate and up-to-date documentation of IT processes and activities.
- Help develop, validate, and enhance standard operating procedures, contributing to the establishment of best practices and efficient IT operations.
- Stay current with technology advancements, equipment, applicable laws, regulations, standards, and systems, continuously expanding knowledge and expertise.
- Collaborate with and provide training to Tier I and Tier II technicians, facilitating knowledge transfer and fostering professional development within the team.
- Perform miscellaneous job-related duties as assigned, demonstrating flexibility and adaptability to meet changing business needs.
- Minimum of 5 years of experience in similar roles, showcasing a solid background and proficiency in IT support and troubleshooting.
- Strong technical background with an understanding of software development processes, environments, web, and cloud technologies, enabling effective collaboration with development teams and understanding of technical requirements.
- Excellent organizational skills, attention to detail, and ability to handle multiple projects/tasks simultaneously, ensuring efficient management of resources and meeting deadlines.
- Solid understanding of managing policies on Mac and Linux operating systems, including experience troubleshooting these systems.
- Proficiency in scripting languages such as PowerShell and BASH, enabling automation and efficient management of systems.
- Experience supporting an all-remote workforce and co-located systems at data centers, demonstrating the ability to handle the unique challenges of remote work environments.
- Strong understanding of networking and networking protocols, facilitating effective troubleshooting and optimization of network connectivity.
- Familiarity with virtualization technologies, enabling efficient management of virtualized environments.
- Proficiency with system management and configuration tools such as Ansible, MDMs, and JumpCloud, enabling streamlined management and configuration of IT systems.
- Experience with Infrastructure as Code (IaC) tools like Terraform, showcasing proficiency in managing infrastructure using code.
- Strong knowledge of cloud platforms such as GCP, Google Workspace, and AWS, enabling effective management and optimization of cloud resources.
- Experience with Identity Management and automated workflows, particularly with tools like OKTA.
- Familiarity with different cloud technologies and providers, allowing for seamless integration and management of multi-cloud environments.
- Understanding of Azure AD, expanding knowledge and proficiency in managing cloud-based identity and access management.
- Ability to troubleshoot VoIP and VPN issues, showcasing expertise in network connectivity and communication technologies.
- Emphasis on strong troubleshooting skills, enabling efficient problem identification and resolution.
- Excellent written and verbal communication skills, facilitating clear and concise communication with internal stakeholders and end-users.
- Ability to plan and prioritize work with minimal supervision, showcasing strong time management and self-organization skills.
Disclaimer:
This information has been designed to indicate the general nature and level of work performed by employees in this role. It is not intended to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications.
A BIT ABOUT US
MIW specializes in helping our clients achieve the seemingly impossible. We believe that with the right resources, the impossible is doable. Our goal: To be an Exceptional customer-centric company of Services and Solutions, facilitating their growth, processes, and success. We strive to showcase a true partnership throughout our process and prioritize candidate and client experience.
We look forward to providing a personable connection throughout your interactions with our team.
MIW is an EOE/Veterans/Disabled/LGBTQ+ employer:
MIW is proud to be an equal opportunity workplace. We will consider all qualified applicants for employment regardless of race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other basis protected by applicable law.
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