Fortra Armenia

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The IT Operations Engineer I role is a foundational role, ideal for those with prior experience in an IT Service Desk setting. You will be responsible for receiving, prioritizing, thoroughly documenting, and escalating end-user requests promptly. Your focus will be on providing active and effective resolution to meet user needs.

Problem resolution will often require the use of diagnostic and helpdesk request tracking tools. You will collaborate with both local and remote users, extending support for desktops, end-user computing technologies, and assisting in basic infrastructure support. This role is pivotal in ensuring swift and satisfactory solutions to end-user IT concerns.

/am/it-operations-engineer-mid-i-2

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WHAT YOU'LL DO

• Provide support, log, and triage all IT-related issues, escalating for resolution and improving documentation processes.
• Operational support of systems like DNS, SSO, VM, network, and printing services, under guidelines and constraints set by the infrastructure team.
• Administer and utilize End User Computing tooling, such as Endpoint Management, software deployment, ticketing, and automation to support the Fortra users and business needs.
• Ensure software license compliance and manage constrained workstation OS and software updates, per Fortra IT standards.
• Manage and troubleshoot end-user devices and applications; handle account provisioning, access rights, and onboarding/offboarding processes.
• Handle workstation provisioning, inventory, lifecycle, and ensure timely hardware/software deployment for new hires.
• Conduct user orientations and training.
• Collaborate with IT, Security, DevOps, and CloudOps teams on complex issues or projects.
• Enhance team processes and work with cross-functional teams for project implementations.

COMPETENCIES

• Technical Proficiency: Strong understanding and ability to navigate, operate, and troubleshoot a variety of IT systems, tools, and software, leveraging deeper expertise than an entry-level associate.
• Effective Communication: Articulates complex technical concepts clearly to both technical and non-technical stakeholders, ensuring smooth collaboration and understanding.
• Customer Service: Engages with end-users proactively, ensuring their IT needs are met promptly and with a focus on improving overall satisfaction and user experience.
• Adherence to Procedures: Demonstrates a thorough understanding of and consistently adheres to advanced organizational procedures, guidelines, and best practices in all technical activities.
• Task Prioritization: Assesses and prioritizes tasks with a keen sense of urgency, particularly in complex or ambiguous situations, ensuring critical issues are addressed promptly.

Անհրաժեշտ հմտություններ

• At least 2 years’ experience working in an enterprise IT organization, in a technical support role.
• Strong proficiency in operating systems (Windows, macOS, Linux), office productivity suites, and common software applications.
• Proficiency in Microsoft 365 admin, Microsoft Active Directory, Exchange, MFA and Azure.
• Good understanding of networking principles, protocols, and troubleshooting techniques.
• Familiarity with remote support tools and techniques. (e.g. TeamViewer)
• Professional certifications such as CompTIA A+, CompTIA Network+, Microsoft Certified: Azure Fundamentals or similar, are desired.
• Excellent written and oral communication skills. Able to collaborate with technical and non-technical people at all levels of the organization.
• Excellent customer service skills, with a history of going above and beyond.

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