IT Operations Support Engineer

Purpose: Engage a vendor to provide operational support for Active Directory, AWS administration coordination, endpoint device management, and office network equipment maintenance support across the organization.

1. Active Directory (AD) Operations

• User account creation, modification, disablement, and deletion.

• Security group creation, modification, review, and decommissioning.

• Support for user access requests and permission changes.

• Investigation and resolution of AD-related incidents and service requests

. • Support activities associated with onboarding new Active Directory environments, domains, or forests

. • Coordination with infrastructure and security teams for AD-related changes

. • Documentation and maintenance of AD operational procedures.

2. AWS Operations Support

• Coordination of patch management activities for AWS-hosted systems.

• Tracking and follow-up of patch deployment schedules and maintenance windows

• Handling AWS-related operational inquiries and service requests.

• Coordination with application owners, infrastructure teams, and vendors to ensure timely patch execution

. • Incident escalation and communication support for AWS operational issues.

• Maintenance of operational records and reporting.

3. Device Configuration and Endpoint Support (Mac, iPhone, Android)

• Configuration and deployment support for Mac devices.

• Configuration of corporate iPhone and Android devices.

• Enrollment and management support for MDM/endpoint management platforms

• Troubleshooting device configuration issues and user inquiries.

• Support for policy deployment, application installation, and security configuration.

• Device lifecycle support including provisioning, replacement, and decommissioning.

4. Office Network Equipment Maintenance Support

• Support maintenance and operational coordination for office network equipment, including routers, switches, wireless access points, firewalls, and related network appliances.

• Coordinate with vendors, carriers, and internal infrastructure teams for hardware maintenance, replacement, firmware updates, and incident resolution

. • Track maintenance schedules, support contract status, warranty coverage, and renewal requirements for office network equipment.

• Assist with troubleshooting office network connectivity issues and escalate to the appropriate internal or external teams when required.

• Maintain inventory records, configuration documentation, and network diagrams for office network equipment.

• Support change coordination for office network equipment, including planned maintenance windows and user communications.

Required Skills and Experience

• Experience supporting Microsoft Active Directory environments.

• Knowledge of AWS operational and infrastructure services.

• Basic knowledge of office network equipment such as routers, switches, wireless access points, and firewalls.

• Experience managing MacOS, iOS, and Android devices in enterprise environments. • Strong troubleshooting and communication skills.