[Remote] Technical Operations Level 3

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 in the government contracting industry. The Technical Operations Level 3 role involves serving as an advanced technical resource for complex IT issues, leading projects, and collaborating with engineering teams to improve infrastructure.

Responsibilities

• Resolve advanced IT issues and act as an escalation point for Level 1 and Level 2 support within defined SLAs
• Document and track all incidents and resolutions in the ticketing system
• Perform root cause analysis on recurring system issues and recommend long-term solutions
• 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
• Design, implement, and support complex IT solutions
• Perform scheduled maintenance, patches, and updates to ensure systems are secure and compliant
• Lead system upgrades, migrations, and integrations
• Monitor and maintain IT systems, including servers, networks, and applications
• Assist in the deployment of new technologies and applications
• Analyze system performance and recommend optimizations
• Work closely with security and compliance teams to ensure IT best practices
• 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
• Provide mentorship and training to junior staff
• 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

Skills

• Bachelor's degree in Information Technology or a related field or minimum of 7+ years of experience in IT support or technical operations roles
• CompTIA A+, Network+, or Security+ Certification (within 180 days of hire)
• Hands-on Experience With IT Service Management Tools (ServiceNow Preferred)
• Strong knowledge of enterprise IT infrastructure, 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 and Site24x7
• Familiarity with remote management and monitoring tools (Endpoint/Desktop central, NinjaOne, Splashtop, TeamViewer)
• Familiarity with SIEM tools such as Azure Sentinel, LevelBlue/AlienVault, Microsoft Defender XDR
• Daily And Punctual Attendance Is Required
• Remote work, but must be able to coordinate with teams in multiple time zones
• On time and prepared for all scheduled meetings
• CompTIA Security+
• ITIL v4
• Microsoft Certifications: Endpoint Administrator Associate (MD-102), Azure Virtual Desktop Specialty (AZ-140)

Benefits

• 100% company paid employee coverage for 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