[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.ResponsibilitiesResolve advanced IT issues and act as an escalation point for Level 1 and Level 2 support within defined SLAsDocument and track all incidents and resolutions in the ticketing systemPerform root cause analysis on recurring system issues and recommend long-term solutionsServe as a point of contact for advanced troubleshooting of hardware, software, and network-related issuesCollaborate with vendors and third-party providers for complex issue resolutionDesign, implement, and support complex IT solutionsPerform scheduled maintenance, patches, and updates to ensure systems are secure and compliantLead system upgrades, migrations, and integrationsMonitor and maintain IT systems, including servers, networks, and applicationsAssist in the deployment of new technologies and applicationsAnalyze system performance and recommend optimizationsWork closely with security and compliance teams to ensure IT best practicesMaintain accurate and up-to-date technical documentation, including SOPs and Knowledge Base articlesProvide performance metrics and reports to management, highlighting key trends and potential risksProvide mentorship and training to junior staffParticipate 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 complianceSkillsBachelor's degree in Information Technology or a related field or minimum of 7+ years of experience in IT support or technical operations rolesCompTIA 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 platformsExperience working with business teams to gather business requirements to build solutionsFamiliarity with resource availability and performance monitoring tools such as Azure Monitor and Site24x7Familiarity with remote management and monitoring tools (Endpoint/Desktop central, NinjaOne, Splashtop, TeamViewer)Familiarity with SIEM tools such as Azure Sentinel, LevelBlue/AlienVault, Microsoft Defender XDRDaily And Punctual Attendance Is RequiredRemote work, but must be able to coordinate with teams in multiple time zonesOn time and prepared for all scheduled meetingsCompTIA Security+ITIL v4Microsoft Certifications: Endpoint Administrator Associate (MD-102), Azure Virtual Desktop Specialty (AZ-140)Benefits100% company paid employee coverage for 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.