IT Operations Engineer

Our Client is a dynamic and growing startup in the online printing industry, seeking a skilled IT Operations Engineer for join their Pittsburgh office. In this role, you will be responsible for supporting IT operations onsite, managing IT Helpdesk tasks, providing end-user support, and resolving technical issues. You will also assist with IT infrastructure and network maintenance as needed. Your primary focus will be to ensure that all IT systems in both the production and office environments run smoothly and efficiently, while collaborating closely with the IT teams based in Italy.

Key Responsibilities:

• Provide IT service desk support to end-users in the Pittsburgh office, troubleshooting hardware, software, and network issues.
• Complete the onboarding process for new hires. Prepare new machines, assist with managing user accounts, permissions, and access controls.
• Install, configure and manage voice, telecommunication and collaboration tools .
• Resolve technical issues related to PCs, printers, mobile devices, operating systems, and business applications.
• Support IT infrastructure and network maintenance through initial investigations, working closely with IT vendors and external consultants, and coordinating their onsite interventions as necessary.
• Collaborate with the IT Service Desk and Infrastructure teams in Italy to ensure smooth execution of tasks, alignment of technology solutions and adherence to company-wide IT policies.
• Prioritize urgent issues and escalate them to the relevant teams.
• Install and configure hardware and software, ensuring security standards and company guidelines are followed.
• Ticket management . Document IT issues and solutions, contributing to the knowledge base to improve support efficiency.
• Maintain positive relationships with external vendors.
• Promote awareness and ensure compliance of IT procedures and guidelines.
• Asset management . Manage and inventorize software licenses.
• Stay updated with new technology trends and best practices to recommend improvements .

Qualifications:

• Ability to work in a start-up environment and dealing with ambiguity is a must have
• 10+ years of proven experience in IT Service Desk or IT Operations , with substantial time as a Senior team member, resolving complex issues and leading support efforts.
• Knowledge of Windows and Mac OS , mobile device management, and general hardware and software troubleshooting.
• Familiarity with IT infrastructure and networking , including LAN/WAN, Wireless networks, network switches, VPN, firewalls, servers and storage.
• Strong problem-solving skills with the ability to diagnose and resolve technical issues quickly and efficiently.
• Excellent communication skills and the ability to collaborate across teams in different time zones.
• Proficiency in English; knowledge of Italian is a plus but not required.
• Knowledge of one or more of the following technologies is considered a plus: Active Directory, Microsoft Azure, M365, Microsoft Intune, Windows Server, VMWare vSphere, Cisco and Palo Alto appliances.