IT Operations Engineer

POSITION SUMMARY:

The IT Operations Engineer serves as the sole on-site IT resource for Audax Group's San Francisco office, providing full-spectrum technical support for approximately 30 employees across all end-user devices, operating systems, end-user applications, and infrastructure. This individual evaluates system malfunctions, troubleshoots technical issues, and takes appropriate corrective action, with the autonomy and judgment to resolve the majority of issues independently before escalation.

The San Francisco office operates on Pacific Time, and this role serves as the primary IT point of contact for all employees during Pacific Time business hours. In addition, this role extends IT coverage for the broader firm — including Boston and New York— during hours after the East Coast team has concluded operations for the day. The ideal candidate is a self-directed, resourceful technologist who is equally comfortable owning a problem end-to-end as they are operating within a distributed IT organization with a remote reporting structure.

This position participates in a rotating on-call schedule shared with peer IT Operations Engineers across the firm to ensure 24x7 support coverage for employees at all office locations.

RESPONSIBILITIES:

Customer Service

• Provide full-spectrum end-user and systems support on desktops, laptops, mobile devices, operating systems, applications, printers, networking, remote access, and telephony.
• Answer all service requests in a timely manner, set appropriate expectations regarding resolution timelines, and follow up to ensure overall customer satisfaction.  Record all service interactions in the IT ticketing system in a timely and accurate manner.
• Provide a consistently high-quality customer service experience by upholding established service standards, creating client technology reference material, and providing suggestions for procedural enhancements.
• Provide white-glove technical support to executive staff and leadership.
• Support collaboration and conferencing technologies, including Zoom Rooms, Microsoft Teams Rooms, webinars, screen sharing, and AV peripherals.
• Participate in a 24x7 on-call rotation approximately every six weeks.

Systems Management

• Work closely with the IT Infrastructure team to identify and resolve issues affecting the end-user experience.
• Support the deployment, maintenance, upgrade, and tracking of client technology assets, including desktops, laptops, phones, mobile devices, printers, and other peripherals.
• Assist with testing and deployment of desktop security, including O/S and software security updates.
• Assist with testing, deployment, and management of new applications, policies, or hardware relating to customer-facing technologies.
• Assist in creating, updating, and maintaining Active Directory and Microsoft Entra configuration policies.
• Assist with endpoint lifecycle management, including provisioning, configuration management, compliance enforcement, and device remediation through Microsoft Intune and Windows Autopilot.
• Manage and maintain conference room AV systems, including Zoom Rooms and Microsoft Teams Rooms hardware, ensuring consistent availability and reliability for in-office and hybrid meetings.
• Coordinate with local vendors and facilities contacts for IT-related services, including ISP and circuit issues, hardware delivery and receiving, and office infrastructure needs specific to the San Francisco location.
• Support physical security systems, including badge access control and security camera infrastructure, in coordination with the IT Infrastructure and Information Security teams.
• Assist with local hardware procurement, including coordinating orders, receiving equipment, and maintaining accurate records of assets assigned to the San Francisco office.

Process Management

• Perform tasks associated with employee onboarding/offboarding, workstation setup, office moves, and IT-related equipment relocation.

• Provide remote hands support for the Information Security and IT Infrastructure teams, including physical tasks such as hardware racking, cabling, and equipment swap that cannot be performed remotely from the East Coast.
• Provide employee training and guidance on supported technologies, including mobile devices, operating systems, applications, and office telephony.
• Contribute to and maintain the IT knowledgebase by creating, updating, and refining technical documentation and support articles.
• Maintain accurate asset inventory records and documentation related to end-user computing equipment and peripherals.

COMPETENCIES:

Must have advanced skills in:

• Windows 11, macOS, and iOS
• ITSM/Ticketing Systems (Freshservice a plus)
• Hardware and software installation/deployment
• Endpoint management and device lifecycle administration
• Microsoft Intune and Windows Autopilot
• Zoom and Microsoft Teams
• VoIP telephony (Zoom Phone a plus)
• Print management (PrinterLogic a plus)
• TCP/IP networking concepts and troubleshooting
• Microsoft 365 Administration
• On-premises Active Directory and Microsoft Entra ID

Must have intermediate skills in:

• Microsoft SharePoint and OneDrive
• Microsoft Exchange Online
• Microsoft Entra Single Sign-On and Multi-Factor Authentication
• Microsoft Entra Conditional Access
• Microsoft Defender for Endpoint
• Identity and access management principles
• Cisco Meraki networking environments
• Physical security systems (badge access control, security cameras)
• Vendor management

REQUIREMENTS/QUALIFICATIONS:

• Bachelor’s Degree in information systems or related field.
• 5+ years of experience supporting enterprise IT operations, end-user computing, or related technical support functions.
• Strong written and verbal communication skills, analytical skills, and the ability to interact effectively with people at all levels of the organization.
• Prior experience serving as the sole or primary IT resource in a satellite or branch office environment strongly preferred.
• Self-motivated with strong organizational skills and the ability to prioritize and manage multiple concurrent tasks with limited supervision.
• Strong documentation discipline and knowledge management habits, with the ability to maintain clear records and self-service resources for a geographically dispersed team.
• Proven track record of personal and professional growth and development.
• Familiarity with enterprise AI tools (e.g., Microsoft Copilot, ChatGPT Enterprise, Claude) preferred; ability to provide end-user guidance and basic troubleshooting support for AI productivity applications.
• Availability for rotating, on-call support services outside of normal working hours including nights, weekends, and holidays.

PREFERRED CERTIFICATIONS:

• Microsoft 365 Certified: Endpoint Administrator Associate
• Microsoft Certified: Modern Desktop Administrator Associate
• CompTIA A+, Network+, and/or Security+

TRAVEL:

Limited domestic travel may be required, including periodic travel to the Boston headquarters for onboarding, team alignment, and training.

OTHER DUTIES:  

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities and activities may change, or new ones may be assigned at any time with or without notice.

For San Francisco only: The base salary range for this position is $110,000 - $120,000. The base salary range represents the estimated low and high end for this position at the time of this posting. Consistent with applicable law, compensation may vary and will be determined based on but not limited to, the skills, qualifications, and experience of the applicant along with the requirements of the position, and Audax reserves the right to modify this pay range at any time. An employee may also be eligible for annual discretionary incentive compensation based on performance.  

Consistent with the San Francisco Fair Chance Ordinance, an arrest or conviction record will not automatically disqualify a qualified applicant from consideration.