[Remote] Technical Operations Level 2

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. The Technical Operations Level 2 role focuses on providing mid-level technical support to ensure the smooth operation of IT systems and infrastructure, troubleshooting complex issues, and contributing to system upgrades and migrations.ResponsibilitiesResolve escalated technical issues from Level 1 support within defined SLAsDocument and track all incidents and resolutions in the ticketing systemConduct root cause analysis for recurring problems and implement corrective actionsServe as a point of contact for advanced troubleshooting of hardware, software, and network-related issuesCollaborate with vendors and third-party providers for complex issue resolutionMonitor and maintain IT systems, including servers, networks, and applicationsPerform scheduled maintenance, patches, and updates to ensure systems are secure and compliantAssist in the deployment of new technologies and applicationsManage hardware and software inventory, ensuring compliance with licensing requirementsOversee the lifecycle of IT assets, including provisioning, decommissioning, and disposalMaintain accurate and up-to-date technical documentation, including SOPs and Knowledge Base articlesProvide performance metrics and reports to management, highlighting key trends and potential risksParticipate in IT projects, such as system migrations, upgrades, and implementationsRecommend and implement improvements to existing processes to enhance efficiency and reliabilitySupport IT security initiatives, including vulnerability assessments, monitoring, and remediationEnsure adherence to company policies, industry standards, and regulatory complianceOther duties as assignedSkillsBachelor's degree in Information Technology or a related field or minimum of 5-7 years of experience in IT support or technical operations rolesCompTIA A+, Network+, or Security+ (or within 180 days of hire)Hands-on experience with IT Service Management Tools (ServiceNow preferred)Strong knowledge of enterprise IT infrastructure concepts, including Microsoft 365, Windows 11, Azure IaaS/PaaS, VDI, and cloud-based platformsExperience working with business teams to gather business requirements to build solutionsFamiliarity with resource availability and performance monitoring tools such as Azure Monitor, LevelBlue/Alienvault, and Site24x7Familiarity with SIEM tools such as Azure SentinelMicrosoft Certifications: Microsoft 365 Fundamentals (MS-900) or Security, Compliance, and Identity Fundamentals (SC-900), Microsoft 365 Certified Endpoint Administrator Associate (MD-102)ITIL v4Benefits100% employee paid Medical, Dental, and Vision insurance401(k) Retirement Plan with Company Match and Roth IRA optionEmployer Paid Life Insurance and AD&D, Short-Term and Long-Term DisabilityFlexible Spending AccountsProfessional Development OpportunitiesPaid Time Off and HolidaysVarious Employee Perks and DiscountsCompany OverviewKaiHonua specializes in global IT & offers solutions in IT design & installation, cybersecurity engineering, application integration, etc. It was founded in 2013, and is headquartered in Kailua, Hawaii, USA, with a workforce of 51-200 employees. Its website is https://www.kaihonua.com.