Job Overview
The IT Operations Engineer is responsible for supporting and maintaining the organization's IT infrastructure and ensuring that Service Level Agreements (SLAs) with clients are met. This role involves managing infrastructure, network, and security devices, as well as providing advanced client support. The IT Operations Engineer will work closely with other IT teams to ensure the smooth operation of IT services and effective problem resolution, with a strong focus on meeting SLAs.

Key Responsibilities

• Monitor and ensure compliance with SLAs for all IT services provided to clients.
• Proactively identify and resolve issues that could impact SLA compliance.
• Maintain detailed records of SLA performance and report to management
• Provide technical support to end-users, resolving IT issues related to infrastructure, network, and security devices.
• Respond to and resolve support tickets in a timely manner.
• Assist users with hardware and software setup, maintenance, and troubleshooting.
• Assist in the implementation and maintenance of the organization's IT infrastructure.
• Ensure the reliability and performance of servers, storage, and other infrastructure components.
• Monitor and manage infrastructure to prevent and resolve issues.
• Assist in the implementation and management of network infrastructure, including LAN, WAN, and wireless networks.
• Ensure the security of IT infrastructure and network against threats and vulnerabilities.
• Provide on-site and remote technical support to clients, resolving IT issues.
• Assist in training and mentoring junior technicians and IT staff.

Required Qualifications
• Education: Bachelor’s degree in computer science, Information Technology, or a related field.
• Experience: Minimum of 3 years of experience in IT support, infrastructure, network, and security management.
• Certifications: Relevant certifications such as those in computer hardware, networking, security, and IT service management, or equivalent.

Skills and Competencies

• Technical Expertise: Knowledge of IT infrastructure, network, and security technologies.
• Autonomy: Ability to work independently and make decisions with moderate supervision.
• SLA Management: Understanding of Service Level Agreements and experience ensuring compliance.