IT Ops & Support Engineer

Summary

The IT Operations and Support Engineer is a pivotal Tier 3 technical mentor supporting and enhancing customer experience in a medium-sized portfolio company with 30+ subsidiaries. This role is focused on currently supported technology and ensures reliable IT service operations, acts as the main escalation point for complex issues, leads incident response, and maintains operational documentation. The role collaborates across security and engineering teams to manage problems, implement changes, maintain product life cycles, and optimize IT solutions. Key focuses include proactive maintenance, expert troubleshooting, process improvement, and automation. The position also mentors support teams, drives operational excellence, and demonstrates strong stakeholder engagement and independent problem-solving.

Key Responsibilities

* Serve as the primary escalation point for complex technical issues, and coordinate problem management with engineering team by providing root cause analysis documentation for permanent solutions.

* Act as subject matter expert for support and maintenance of technology services, ensuring continuous operations through regular maintenance.

* Maintain and update operational documentation, system configurations, and troubleshooting guides.

* Lead incident response for major outages, coordinating with stakeholders and communicating status updates.

* Review, test, and implement routine changes to production systems, including emergency remediation.

* Actively participate in Agile IT projects and foster effective teamwork.

* Primarily participates in operations project backlog and secondarily in engineering project backlog, focusing on success and efficiency in support and maintenance toolsets.

* Work to reduce reactive support and increase proactive support by shifting from user-triggered requests to trend-based monitoring and automated self-healing.

* Develop, train, and delegate new processes and procedures to up-skill Tier 1 and 2 support.

* Collaborate with development teams on upcoming releases and infrastructure changes.

* Lead and empower decision-making, drive buy-in, and set priorities across the organization.

* Recommend and implement improvements to monitoring, alerting, and operational processes.

* Collaborate with system owners and vendors to align with organizational needs.

Soft Skills

* Driven to learn, challenge the status quo, and adapt to new technologies.

* Effective communicator with strong business acumen.

* Collaborative team player, able to bring multiple viewpoints together.

* Critical thinkers with strong problem-solving skills and attention to detail.

* Highly accountable, results-oriented, and able to manage time and priorities.

* High interpersonal intelligence and ability to mentor others.

* Time and priority management.

* Adaptability and willingness to learn new things.

Technical Skills & Experience

* 6+ years in IT support, maintenance, or generalist role within a medium/large enterprise and distributed workforce.

* Strong troubleshooting and root cause isolation skills.

* Advanced documentation proficiency and ability to create knowledge base articles for Tier 1/2.

* Moderate understanding of network protocols, OSI model, TCP/IP, DNS, DHCP, VLANs, VPNs.

* LAN/WAN troubleshooting and familiarity with firewalls and network security principles.

* Expertise in Windows, macOS, and iOS internals; centralized OS management, and deployment.

* Software packaging/distribution (Patch My PC or equivalent).

* Microsoft Intune Endpoint Manager, SCCM, or equivalent.

* Mobile Device Management (MDM) and Mobile Application Management (MAM).

* Microsoft Entra ID/Azure AD (SSO, MFA, user management, enterprise app integrations).

* Moderate to advanced Microsoft 365 administration (Exchange Online, Teams, SharePoint).

* Microsoft Security & Compliance Center experience.

* Conferencing solutions telephony systems (VoIP, SIP protocols, Teams Rooms, Neat).

* Windows Server (Active Directory, Access Control, Group Policy, DNS, DHCP).

* Virtualization and BDR Platforms.

* Endpoint and email security tools (EDR, antivirus, Proofpoint).

* Patch management and vulnerability remediation.

* Familiarity with compliance frameworks (CMMC, NIST, ISO).

* PowerShell for automation and system management.

* Experience with monitoring tools (SolarWinds, Nagios, PRTG).

* ITSM: ITIL processes for escalations and root cause documentation.

Education

* Bachelor's degree (4 year) in Information Management Systems, Computer Science, IT, Engineering, or related fields. Equivalent education/training/certifications may be considered.

* Recommended certifications: ITIL V3/V4, CCNA, Modern ITSM, Microsoft Role-based Certifications, JAMF, CAMP/CSAM, Modern ERP.

Working Conditions

This role usually spends most of their time in an Office with a clean, well-lit, and comfortable environment. However, support of general issues may require assignment between two Milwaukee locations.

Potawatomi Ventures is committed to hiring and retaining a diverse workforce. We are an Equal Opportunity Employer, making decisions without regard to race, color, religion, sex, national origin, age, veteran status, disability, or any other protected class. U.S. Citizenship is required for most positions.