The Role
The IT Operations Engineer is a mid-level technical role responsible for independently supporting, troubleshooting, installing, and maintaining end-user technology and core IT infrastructure across multiple business locations. This position builds upon the foundational responsibilities of the Associate IT Operations Engineer by taking greater ownership of assigned systems, resolving more complex incidents, and completing infrastructure work with limited supervision.
The IT Operations Engineer serves as a reliable escalation resource for routine and moderately complex technical issues, contributes to projects and system improvements, and helps developing team members follow established standards. This role is expected to travel up to 40% to support company sites and participate in after-hours, weekend, and holiday on-call rotations.
Responsibilities:
End-User Hardware and Application Support
- Independently troubleshoot, install, configure, repair, and maintain PCs, laptops, retail Point of Sale (PoS) systems, registers, receipt and label printers, iPads/iOS devices, VoIP phones, and related end-user technologies.
- Diagnose hardware, software, peripheral, account, and connectivity issues; implement solutions and document work performed.
- Coordinate equipment deployments, replacements, moves, and lifecycle activities while minimizing disruption to business operations.
Technology Infrastructure Support
- Support and maintain Dell and Nutanix server environments, Windows Server 2016/2019, Meraki and Fortinet switches, firewalls, wireless access points, manufacturing IoT devices, ISP circuits, and related infrastructure.
- Perform standard configuration changes, software installations, firmware updates, patching, testing, and preventive maintenance under established change-management procedures.
- Troubleshoot copper Ethernet and single-mode fiber connectivity, network performance, wireless coverage, and site interconnectivity issues.
- Take primary support ownership for assigned systems or locations while escalating high-risk, highly complex, or architecture-level issues to Senior Engineers or management.
Incident and Service Management
- Monitor, prioritize, investigate, and resolve incidents and service requests through the Freshservice helpdesk platform.
- Proactively and reactively respond to alerts generated by the SolarWinds monitoring platform and other operational tools.
- Act as an escalation resource for Associate Engineers on routine and moderately complex incidents.
- Coordinate technical response activities during assigned incidents, communicate status to stakeholders, and engage Senior Engineers or vendors when broader leadership or advanced expertise is required.
- Contribute technical findings to root-cause reviews and implement approved corrective or preventive actions.
Project and Site Support
- Complete assigned portions of infrastructure upgrades, site openings, remodels, equipment refreshes, and technology deployments.
- Review project requirements, identify technical dependencies, provide status updates, and communicate risks or delays to project leads.
- Work effectively at offices, retail locations, manufacturing facilities, warehouses, and active construction sites, including environments that may be hot, cold, dusty, or temporarily without normal facilities.
- Travel as required, including occasional last-minute trips, to support business-critical issues and scheduled project work.
Documentation, Standards, and Team Development
- Create and maintain accurate technical documentation, installation records, support procedures, diagrams, asset information, and knowledge-base articles.
- Follow and reinforce company standards for security, change control, incident management, equipment installation, and customer communication.
- Provide practical guidance and knowledge sharing to Associate Engineers without serving as the team’s primary mentor, technical authority, or highest escalation point.
- Identify recurring issues and recommend practical improvements to system reliability, support processes, and operational efficiency.
On-Call and Other Duties
- Participate in after-hours, weekend, and holiday on-call support rotations.
- Support information systems planning, implementation, administration, and operational readiness across multiple IT functional areas.
- Perform additional responsibilities as assigned by management.
Qualifications / Requirements:
- High School Diploma or equivalent required; Associate’s or Bachelor’s degree in Information Technology or a related field preferred.
- Flexibility to participate in on-call rotations and travel up to 40%, including occasional last-minute travel.
- 3+ years of progressively responsible experience in IT operations, infrastructure support, field services, systems administration, or a related technical role.
- Demonstrated ability to independently troubleshoot and resolve moderately complex hardware, software, server, network, wireless, and connectivity issues.
- Working knowledge of end-user devices, retail PoS technology, Windows environments, server infrastructure, network equipment, monitoring platforms, and IT service-management practices.
- Experience performing installations, configuration changes, patching, equipment deployments, and preventive maintenance using documented procedures.
- Ability to organize work, manage multiple priorities, communicate status, and complete assignments with limited day-to-day supervision.
- Strong written and verbal communication skills and a professional approach when working with internal customers, vendors, contractors, and team members.
- Ability to document technical work clearly and provide appropriate guidance to less-experienced team members.
- Ability to pass state cannabis licensing requirements, including federal background checks.
- Valid driver’s license and ability to meet company travel requirements, where applicable.
Physical and Work Environment Requirements
- Ability to lift and carry up to 50 pounds and perform equipment setup, boxing, unboxing, mounting, and cable installation.
- Ability to walk, stand, bend, kneel, climb stairs and ladders, use basic hand tools, take accurate measurements, and perform minor installation or carpentry-related tasks when required.
- Ability to work safely around low-voltage cabling and electrical infrastructure while following company safety requirements and using qualified electrical personnel when required.
- Ability to work in active construction sites and operational facilities where conditions may include heat, cold, noise, dust, limited access, or temporary lack of restroom facilities.
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