IT Operations Engineer - New York, United States - WaterAid America

Description

Purpose

The IT Operations Engineer contributes to WaterAid's global mission by ensuring that WaterAid colleagues are supported by a "One WaterAid" IT environment that is robust and fit-for-purpose, and that anticipates and supports growth and efficient collaboration across teams and time zones.

As part of the US-based People & Ops team, the IT Operations Engineer provides front-line, first-response support to staff based in Western time zones (Canada, Colombia, Costa Rica, Peru, and the US), manages office infrastructure and utilities, and, as part of WaterAid's global IT team, ensures a "One WaterAid" user experience across teams by contributing to global initiatives.

Expectations

The IT Operations Engineer must be an exceptional communicator, able to promptly respond, diagnose, resolve, and/or escalate issues with a calm, pragmatic approach. The role requires sound judgement, strong problem-solving and interpersonal skills to effectively explain technical concepts in lay terms.

As the lead IT professional in these time zones, the IT Operations Engineer is expected to take ownership of their work and have high personal expectations. The IT Operations Engineer must also enjoy working autonomously and/or a-synchronously. As part of a global team, the role must be able to adapt their personal style and work effectively with diverse cultures.

Responsibilities

The IT Operations Engineer is responsible for providing high standards of day to day technical support and acting as an initial escalation point for IT staff in across various domains, encompassing software and hardware assistance, as well as the maintenance of office infrastructure.

Specific responsibilities include, but are not limited to:

• New user account set-up/ administration in Office365 and laptop deployment; ongoing support by regularly recommending and executing modifications to users' systems to improve efficiency, reliability, and performance.
• Management and maintenance of WaterAid's laptop inventory, software licenses, infrastructure assets (Meraki, printer, utilities, etc.)
• Accountable for IT department assets, storage, and management of equipment. Ensure WaterAid policies and procedures are maintained and adhered to.
• Accountable for maintenance and support on WaterAid systems, including Office 365 environment, Azure/AWS, Virtual Data Centre, Group policies and Meraki.
• Configure and troubleshoot Azure AD including Conditional Access, MFA, Enterprise Apps, Azure AD Sync Hybrid & Native 365 environments.
• Manage and maintain WaterAid's Intune Autopilot, including packaging applications and rolling out updates; manage administration of Domain Services.
• Audit, propose and implement IT Infrastructure improvements and proactive fixes; identify and take part in initiatives to improve the quality and effectiveness of the IT support function including working on automating standard support tasks; assist with new IT systems roll out within IT and to the wider WaterAid federation.
• Deliver end-user training for new hires on existing platforms across the WaterAid federation
• Develop local training materials and systems' documentation for new IT systems, in conjunction with UK IT team & WAA People Ops Manager
• Manage and troubleshoot the response to virus infections and other malware attacks.
• Monitor and adhere to WaterAid's various security policies such as internet and email policies, backup policies and anti-virus policies for all staff.
• Manage the relationships with, and work collaboratively with our information technology (systems, software, etc.) providers and vendors; leveraging products and services to ensure WaterAid has the most efficient tools.
• Log, troubleshoot and perform first line support for application systems.
• Gather and analyze feedback from teammates and IT Infrastructure and Technology peers to improve the workplace experience.
• Other tasks as requested by the IT Service Desk Manager / IT Management Cyber security team.

Skills and experience

Technical skills and qualifications

• Bilingual in English & Spanish (speaking/ writing)
• Minimum of 3 years' experience in an IT support role and being an escalation point
• Strong understanding of Microsoft desktop operating systems and an excellent knowledge of Microsoft Office applications; thorough understanding of Active Directory and Office 365 for account administrations.
• Experience and strong understanding of anti-virus software technologies; virtual server environment; cloud-enabled IT Infrastructure solutions; PowerShell and Autopilot; Group Policy administration
• In depth knowledge of service management, workflow management and knowledge management processes; experience using an ITSM tool such as FreshService or Service Now to manage support issues.
• Basic understanding of cyber security risks and their implications for supporting high-visibility/ external-facing campaigns.
• CompTIA, A+ certification or Microsoft certification

Other essential skills:

• Inclusive mindset and excellent interpersonal skills; demonstrated ability to establish and maintain trusted and effective working relationships towards a shared sense of purpose.
• Strong communication skills and demonstrated ability to translate technical issues into everyday language for colleagues across all levels, and establish spaces where staff feel encouraged to bring questions and ask for support.
• Attention to detail and strong sense of ownership, a habit of noticing and addressing errors that others might overlook. Track record of leaving things better than when they were.
• Exceptionally organized, able to record information accurately in ITSM tools
• Able to manage competing deadlines and prioritize workload.
• Positive and flexible approach to collaborating across teams and functions; experience in training and/or supporting others to learn and adopt new systems and practices.
• Ability to model and champion WaterAid's values;
• Ability to exercise discretion, sound judgement and maintain confidentiality; ensure the safeguarding of organizational assets.
• Flexibility to work across time zones (with varied work hours) and maturity to achieve and maintain work/ life balance.

Desired skills and qualifications

• ITIL Foundation certification
• Experience supporting an identity management solution
• Microsoft Certified Solutions Expert (MCSE) - Cloud Platform & Infrastructure
• Azure Certifications
• Salesforce, Microsoft Dynamics, Raiser's Edge or CRM platforms
• Hyper-V MCP or VMware Certified
• HPE or Dell Storage certified
• Cisco or HPE networking certified
• ITIL Foundation

Employment & Benefits

WaterAid America's US workforce is currently 65% remote and 35% hybrid, with a physical office in New York, NY. A preferred candidate for this role will be based in the New York City area but we welcome qualified candidates from across the United States.

WaterAid offers a generous vacation and benefits package available to its full-time employees:

• Health (medical) insurance (WAA offers several options, ranging from 70-100% employer-paid for you and your dependents), dental & vision insurance (100% employer-paid for you and your dependents), and pre-tax Flexible Spending Accounts (FSA) for childcare, medical and commuter expense
• Participation in WaterAid's 403(b) deferred contribution plan (with personal contributions matched after 1 year of service, up to 5% of gross annual salary).
• Paid time off (PTO) including: 13 public holidays + a 'floating' holiday to be used at your discretion; 120 hours of PTO upon hire (with new and increased hours awarded annually), 3 paid days for volunteering, and additional PTO available for "Summer Fridays" and office closures, such as between the Christmas and New Year's holidays.
• Employee Assistance Program including Health Advocate, OneMedical, TalkSpace, and other services
• Professional development investment

For all candidates, any offer of employment will be commensurate with market rate criteria of your specific years experience, skillset qualifications, and geographic location. Salaries and benefits for different countries will vary in line with the location of the successful candidate and depending on experience.

For US-based candidates outside of major metropolitan areas, such as New York, NY or Washington, DC, the minimum salary for this position is $69,575 USD. For US-based candidates inside major metropolitan areas, such as New York, NY or Washington, DC, the minimum salary for this position is $78,000 USD.

Equal Opportunity Employer

We celebrate, support, and thrive on diversity and difference for the benefit of our employees, our mission, and the communities we serve. WaterAid is proud to be an equal opportunity employer and encourages applications from suitably qualified candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy and maternity. We value diverse experiences and will also consider qualified applications from those who have had prior contact with the criminal legal system in accordance with the NYC Commission on Human Rights' Guidance on the Fair Chance Act.

WaterAid is committed to the safeguarding and wellbeing of all individuals, including the people in communities in which we work, staff, volunteers, contractors, and partners. Any form of abuse is not tolerated.

Apply:

Please submit your CV and cover letter no later than May 24, 2024. Only candidates shortlisted for interviewing will be contacted within two weeks of the closing date for applications.