Technical Specialist III - Houston, United States - The Ladders

The Ladders Houston, United States

3 weeks ago

Description

About the job

Technical Specialist III are responsible for implementing technological solutions to solve business problems, creating a schedule for analysis, implementation, and testing of the technology, escalations, Infra & NOC alerts, and being the bridge between Engineering team and Service Desk teams to ensure consistency, knowledge transfer, among other duties. Responsible for smooth operations, that SLAs are being fulfilled and service-desk clients are happy with the support they are receiving. Actively involved in the day-to-day activities of their team, with a direct accountability for service desk performance. Provides weekly reporting to Operations Manager. Additionally, the service desk manager should stay updated to all industry best-practices standards. Updates service desk SOPs as required and drive innovative solutions to the service desk division.

Requirements

Bachelors degree or equivalent educational experience
5-7 years experience managing technology infrastructure and supporting IT business processes, including but not limited to networking, telecom, data center, server refresh, client side rollouts, etc.
Leverage PowerShell, Azure CLI, or other automation tools to automate provisioning, deployment, and monitoring processes
Strong understanding of Azure architecture, components, and services, including VMs, networking, storage, and security
Hands-on experience with Azure Resource Manager (ARM), Azure Active Directory, Azure Virtual Network, and other Azure management tools
Azure certifications (e.g., Azure Administrator, Azure Solutions Architect) preferred
Experience with other cloud platforms (e.g., Azure, AWS, Google Cloud) is a plus
Ability to develop, document, and deliver client design/architecture and configurations
Ability to communicate strategies and best practices during design and implementation
Fundamental knowledge of project methodologies required
Experience with implementation of large-scale multi-site deployments preferred
Working knowledge of Enterprise Architecture frameworks and methodologies e.g., TOGAF, Zachman framework
ITIL practitioner preferred, or someone who understands the process and can orchestrate the change to help a company adopt the ITIL practice
Demonstrated abilities to prepare documentation and training materials and conduct user trainings
Ability to write clear and thorough technical documentation
Ability to reliably commute to work onsite in Houston, TX 77098.
Scheduled night and weekend work or on-call duty will be required
Willing to travel

Responsibilities

Analyzing MRE and Client IT system and infrastructure
Diagnosing IT system problems, inefficiencies, and weaknesses; recommendations
Planning a timeline for completion of projects assigned
Understanding a clients business needs
Implementing a technological solution to meet business needs
Communicate, be the bridge between Service Desk and Engineer teams
Submitting change request forms to management
Collaborating with the technical in-house team to ensure familiarity with technology
Training Service Desk staff on client best practices
Monitoring the success of IT solutions and teams
Ability to engage in project management, systems implementation, and support skills by helping clients with their systems, networks and other technology solutions and implementations
Lead, grow, and mentor service desk team(s) at various levels and disciplines providing customer focused leadership
Coordinate allocation of technical team resources to meet deployment and other support objectives
Develop and deliver related documentation such as SOPs, HLDs or BOMs, technical knowledge base articles
Demonstrated experience in consulting role of a technical organization or consultancy with similar responsibilities
Currently holds technical certifications or have strong experience with the following: Microsoft Azure
Daily time entry and updates of service tickets within ITSM system, ConnectWise
Regularly update and audit central documentation repository

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