IT Tier 3 Operations Engineer

As an IT Tier 3 Operations Engineer at Verinext, your main responsibilities include providing on-site support for technical issues, managing provisioning of new hire equipment, performing software installations on desktops, troubleshooting network connectivity, and writing knowledge base documentation. In this role, you'll work closely with other IT teams to ensure that systems align with business objectives and maintain a strong customer service focus.

To be considered for the IT Tier 3 Operations Engineer role at Verinext, applicants should have proficiency in operating systems like Windows and macOS, experience with Microsoft Office 365 and Azure AD, and knowledge of systems administration. Strong documentation skills, a collaborative mindset, and a commitment to information security are also essential traits for succeeding in this position.

The IT Tier 3 Operations Engineer at Verinext plays a key role in collaborating with Solution Architects, Service Delivery Managers, and Global Information Security teams. Whether it's troubleshooting a technical issue, implementing new technologies, or managing incident tickets, effective communication and teamwork are crucial for ensuring that IT operations run smoothly and meet the needs of all users.

In this position, you'll regularly use tools and technologies such as Microsoft Office 365, Azure AD, SCCM for endpoint management, and various troubleshooting solutions for hardware and network issues. Understanding integrated AV systems for conference rooms and familiarity with ticketing platforms are also important aspects of daily work at Verinext.

Verinext is committed to fostering professional growth, and as an IT Tier 3 Operations Engineer, you’ll have opportunities to enhance your skills in endpoint management, asset tracking, and user provisioning. Additionally, involvement in cross-functional projects and attending industry trainings will allow you to broaden your expertise and advance your career within the company.

When answering this question, provide examples of specific issues you've resolved with desktop and laptop systems. Highlight your approach to diagnosing problems, such as using diagnostic software, checking network connectivity, or performing hardware checks. Discuss your familiarity with brands like Dell and Apple to demonstrate your hands-on experience.

Discuss your strategy for prioritizing requests, such as assessing the impact of each issue on business operations, leveraging a ticketing system to track requests, or collaborating with team members for input. Emphasize using customer service principles to ensure that critical issues are addressed promptly.

Showcase your understanding of ITSM and ITIL by explaining how you’ve used these frameworks to manage incidents, requests, and changes effectively. Provide examples of how you've applied this knowledge in previous roles to improve service delivery and enhance user experiences.

Provide an overview of your experience with management tools like SCCM, Intune, and Azure AD. Discuss specific projects where you've utilized these tools to manage users, deploy software, or automate processes. Highlight the benefits this brought to the IT team and users.

Explain how you stay current with technology trends, such as through continued education, certifications, or hands-on practice. Discuss a specific scenario where you successfully adapted to a change in technology or processes, emphasizing your problem-solving skills and willingness to learn.

Outline the procedures you typically follow before, during, and after software installations, such as checking compatibility, creating backups, and documenting the process. Stress the importance of communication with users to minimize disruptions and manage expectations.

Share a story where you identified a user's needs and addressed them proactively. Highlight how you communicated with the user, the steps you took to resolve their issue quickly, and the positive feedback you received, showcasing your dedication to staff support.

Discuss your approach to reviewing and updating documentation regularly, such as creating a schedule for revisions or incorporating feedback from team members. Mention the importance of accessible knowledge resources for improving team efficiency and user support.

Discuss your familiarity with endpoint threat management tools such as EDR and DLP agents. Provide examples of how you've used these technologies to enhance security, manage vulnerabilities, or respond to security incidents in your previous roles.

Explain your approach to problem-solving in unfamiliar situations, such as leveraging resources like documentation, collaborating with team members, or reaching out to relevant experts. Emphasize your problem-solving mindset and dedication to finding solutions.