ITS Support Eng , Operations Management Center (OMC)

Corporate Infrastructure Services ITS Support Engineer

We are looking to hire a highly motivated, best-in-class ITS Support Engineer to join our growing team within Corporate Infrastructure Services. The ITS Support Engineer will work closely with both internal customers, on-prem technicians and service owners to provide Tier I support for large scale, enterprise class network, AV, and print services. This position serves as the first line of response for infrastructure incidents and is responsible for ensuring an exceptional in-office experience, proactively addressing issues before customers are even aware of them. ITS Support engineers are expected to follow established best practices and standard operating procedures to triage incidents, perform initial troubleshooting, and escalate complex issues when necessary. The desire and ability to work in a fast-paced, collaborative environment is essential for success.

Key job responsibilities:

• Triage incoming incidents related to office infrastructure within the defined target times, using judgment to determine if an incident requires troubleshooting, or routing to a service manager team.
• Correlate concurrent incidents that are related to a common root cause, and aggregate them into a single parent incident.
• Effectively use runbook and judgment to determine the scope and severity of an incident, and involve stakeholder teams as necessary.
• Effectively communicate regarding office infrastructure health trends as they happen, but also for weekly, monthly and quarterly business reviews.
• Ability to spot potential improvements to existing processes and procedures. Advocate for an ever improving in office customer experience.

About the team:

Operations Management Center (OMC) within IT Services is the primary point of triage for corporate incidents across Network, Print, and AV (Audio Visuals) infrastructure systems. Triaging is a critical process enabling correlation, alerting, and engagement to reduce infrastructure down time. Our responsibility is to process incoming volumes by adhering to Standard Operating Procedures (SOPs), dispatching, triaging, resolving issues, or escalating to cross-functional teams or higher tiers of support, following a 24/7/365 follow-the-sun model.