Technical Operations Level 3

Overview

About The Company Honu Services located in Kailua, Hawaii was founded on a simple principle:
With the right support you can build anything. Our mission is to empower clients and optimize client potential through cost effective and exceptional operational support. We provide small businesses within the government contracting industry with specialized operational support services found at major corporations. Our talented and dedicated team has years of experience in taking small businesses to the next level.

We are certified in ISO 9001, 20000-1, and 27001 standards to ensure the quality and consistency of our services are best in class. Visit Honu Services for more information.

The Technical Operations Level 3 role serves as an advanced technical resource for complex IT issues, escalations, and system troubleshooting. This role involves deep technical expertise, project leadership, and collaboration with engineering teams for infrastructure improvements. Other duties as assigned.

• Incident Management:
  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.

• Service Desk Operations:
  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.

• System And Infrastructure Support:
  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.

• Documentation And Reporting:
  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.

• Projects And Continuous Improvement:
  Participate in IT projects, such as system migrations, upgrades, and implementations.
• Recommend and implement improvements to existing processes to enhance efficiency and reliability.

• Security And Compliance:
  Support IT security initiatives, including vulnerability assessments, monitoring, and remediation.
• Ensure adherence to company policies, industry standards, and regulatory compliance.

Requirements

• 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 (Service Now 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 Site
  24x7.
• Familiarity with remote management and monitoring tools (Endpoint/Desktop central, Ninja One, Splashtop, Team Viewer).
• Familiarity with SIEM tools such as Azure Sentinel, Level Blue/Alien Vault, 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

• Preferred Qualifications

• CompTIA Security+
• ITIL v4
• Microsoft
  
  Certifications:
  
  Endpoint Administrator Associate (MD-102), Azure Virtual Desktop Specialty (AZ-140)

• Physical Requirements:
  
  Work may involve sitting or standing for extended periods of time. Position may require typing and reading from a computer screen. Must have enough mobility, including but not…