[Remote] Technical Operations Level 2

Note: The job is a remote job and is open to candidates in USA. Honu Services, located in Kailua, Hawaii, is dedicated to empowering clients through exceptional operational support. The Technical Operations Level 2 role focuses on providing mid-level technical support to ensure the smooth operation of IT systems and infrastructure, troubleshooting complex issues, and contributing to system upgrades and migrations.

Responsibilities

• Resolve escalated technical issues from Level 1 support within defined SLAs
• Document and track all incidents and resolutions in the ticketing system
• Conduct root cause analysis for recurring problems and implement corrective actions
• Serve as a point of contact for advanced troubleshooting of hardware, software, and network-related issues
• Collaborate with vendors and third-party providers for complex issue resolution
• Monitor and maintain IT systems, including servers, networks, and applications
• Perform scheduled maintenance, patches, and updates to ensure systems are secure and compliant
• Assist in the deployment of new technologies and applications
• Manage hardware and software inventory, ensuring compliance with licensing requirements
• Oversee the lifecycle of IT assets, including provisioning, decommissioning, and disposal
• Maintain accurate and up-to-date technical documentation, including SOPs and Knowledge Base articles
• Provide performance metrics and reports to management, highlighting key trends and potential risks
• Participate in IT projects, such as system migrations, upgrades, and implementations
• Recommend and implement improvements to existing processes to enhance efficiency and reliability
• Support IT security initiatives, including vulnerability assessments, monitoring, and remediation
• Ensure adherence to company policies, industry standards, and regulatory compliance
• Other duties as assigned

Skills

• Bachelor's degree in Information Technology or a related field or minimum of 5-7 years of experience in IT support or technical operations roles
• CompTIA A+, Network+, or Security+ (or within 180 days of hire)
• Hands-on experience with IT Service Management Tools (ServiceNow preferred)
• Strong knowledge of enterprise IT infrastructure concepts, including Microsoft 365, Windows 11, Azure IaaS/PaaS, VDI, and cloud-based platforms
• Experience working with business teams to gather business requirements to build solutions
• Familiarity with resource availability and performance monitoring tools such as Azure Monitor, LevelBlue/Alienvault, and Site24x7
• Familiarity with SIEM tools such as Azure Sentinel
• Microsoft Certifications: Microsoft 365 Fundamentals (MS-900) or Security, Compliance, and Identity Fundamentals (SC-900), Microsoft 365 Certified Endpoint Administrator Associate (MD-102)
• ITIL v4

Benefits

• 100% employee paid Medical, Dental, and Vision insurance
• 401(k) Retirement Plan with Company Match and Roth IRA option
• Employer Paid Life Insurance and AD&D, Short-Term and Long-Term Disability
• Flexible Spending Accounts
• Professional Development Opportunities
• Paid Time Off and Holidays
• Various Employee Perks and Discounts

Company Overview