3 days in office required

Role Purpose (Why do we need this role?)

Leading resource(s) who are providing IT end-user services function including desktops, mobile devices, office IT equipment’s, and Cloud Infrastructure support from the North America, Head Office. This role is accountable for the first line of contact for all users requiring IT Support, general IT administrative tasks, oversight and administration of Cloud Infrastructure and Regional Cybersecurity activities, specifically related to North America and the Puyallup office.

This is an internal customer facing role governed by customer satisfaction metrics and soft skills in this area are just as important as technical capabilities. This role will be expected to partner with Singapore HQ Technology leadership and teams for strategic alignment.

Role Accountabilities (What is this role responsible for delivering?)

Strategic & Planning

• Streamline and improve operational processes and formulate IT service operation policies and best practices. Leading to improved operational excellence.

• Plan for future expansion requirements and provide appropriate input into the budgeting process

• Lead the Management of Cloud Infrastructure supply and demand and assist in global infrastructure initiatives.

IT Operation Management

• Configuring and managing various security-related Office 365 services such as Conditional Access Policies, Risky User/Sign-In Policies, Defender, and Sentinel

• Firewall and network equipment configuration and troubleshooting including the ability to remediate a full range of network-related issues/outages at client sites

• Providing proactive maintenance on client infrastructure and work with account team to recommend upgrades and replacements as needed.

• Proficient in Networking – firewalls, managed switches, wireless, VPN configuration - looking for experience deploying these from the ground up as well as managing and troubleshooting existing deployments

• Proficient in Advanced Office 365 Administration - Intune, Defender, Conditional Access Policies, etc. - beyond just a working knowledge, we are looking for someone with experience configuring and managing these services in multiple tenants

• Proficient with Microsoft Server platforms – configuration and troubleshooting

• Advanced Experience with Microsoft Azure (VM’s, storage, networking, App Services, etc.)

• Comfortable with PowerShell

• Virtualization knowledge and experience (VMware & Hyper-V)

• Act as an escalation for end-user incidents, unable to be resolved by other team members.

• Ensure the service level agreements for infrastructure and operations are meet on a continual basis.

• Led the setup, configuration and administration of our technology environment, including but not limited to all software, desktops, laptops and peripherals within the company.

• Manage and update inventory of hardware, software, maintenance, and warranty renewals.

• Liaising with vendors on hardware procurement or replacement.

• Oversee the day-to-day activities of the local infra and operations team members.

• Participate in projects as lead infrastructure resources and expert

• Supporting the local team on any escalation from end users with the company standard corrective action process.

• Partnership with HQ teams on any escalations from end users.

• Ensure strict enforcement of Company’s system security policy.

• Established system performance benchmarks and conduct operations analysis to continually improve IT operations

• Ensure routine audits of systems and software.

• Ensures IT related licenses are acquired and renewed on time.

• Provide monthly reporting on the service delivery for the North America Infrastructure and Ops team.

• Understanding of information security principles and the ability to apply them

• Sufficient scripting skills in Python/Bash/PowerShell or other scripting languages

• Experience with working on enterprise-grade infrastructure and SaaS solutions

• Enthusiasm and ownership of operations and project-related work

• Rotating after-hours on call schedule

Team Collaboration

• Coach and support local services operations team to maximize customer satisfaction and team performance.

• Partner with HQ Technology teams for alignment of strategic direction

Project Management

• Actively manage agile service operations project progress against quality, standards, budgets and challenging actions, results, and activities.

• Ensure compliance with established guidelines for accurate and timely project delivery milestones.

Safety

• Take responsibility for the safety of myself and those around me by displaying safety leadership principles (i.e. Safety I’s & Accountability ladder).

• Challenging and stopping unsafe acts and behaviors or unsafe conditions.

• Comply with the Global Safety Standards, Polices and Operating Procedures.

Key Qualifications & Skills (What knowledge will ensure success in the role?)

Qualifications

• Minimum Bachelor’s degree in Information Technology or Computer study.

• Microsoft Certified Desktop Support Technician (MCDST)

• 6+ years of professional IT experience, ideally with an MSP or similar organization supporting external business environments and users

• 6+ years of experience in Microsoft Operating Systems, Microsoft Office, MS Outlook support.

• 3+ years of experience in mainstream mobile technologies (Android, iOS, etc.) support.

• Strong prioritization and practical problem-solving skills

• Eager to learn and develop and to share knowledge with others

• Passionate about providing excellent customer service

• Exceptional communication skills – ability to translate “tech” into plain English and have conversations directly with everyone from an end-user to a business owner

• Ability to multitask & work on multiple issues & projects simultaneously

• Ability to stay motivated and on-task when not under direct supervision

Professional Skills

• Excellent customer service skills.

• Able to develop and maintain good working relationship with all levels of users and vendors.

• A team player who is self-motivated and possesses good interpersonal and communication skills.

• Resourceful and able to work in a fast-paced environment.

• Basic networking skills an added advantage.

Almond & Associates

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