IT Operations Engineer

Job Description

NetSPI is the proactive security solution used to discover, prioritize, and remediate security vulnerabilities of the highest importance, so businesses can protect what matters most. NetSPI secures the most trusted brands on Earth through Penetration Testing as a Service (PTaaS), External Attack Surface Management (EASM), Cyber Asset Attack Surface Management (CAASM), and Breach and Attack Simulation (BAS). Leveraging a unique combination of dedicated security experts, intelligent process, and advanced technology, NetSPI brings a proactive approach to cybersecurity with more clarity, speed, and scale than ever after.

NetSPI is on an exciting growth journey as we disrupt and improve the proactive security market. We are looking for individuals with a collaborative, innovative, and customer-first mindset to join our team. Learn more about our award-winning workplace culture and get to know our A-Team at

Join the team as IT Operations Engineer. This role is crucial in providing technical support to end-users across the organization. This position serves as the first point of contact for resolving IT-related issues through phone, email, and ticketing systems. The analyst will troubleshoot hardware, software, and network connectivity problems, ensuring users can efficiently utilize the company’s technology resources. In addition to basic troubleshooting, the role will involve managing user accounts, maintaining device configurations, and working to provide timely technical assistance.

Responsibilities:

Technical Support:

Provide first-line technical support for resolving IT issues via phone, email, and ticketing systems while onsite in the corporate headquarters office during business operating hours. This includes hands on assistance with hardware and employee workstation set up and support.

Troubleshoot and resolve common technical problems, software installation issues, hardware setups, and basic network connectivity issues.

Manage and troubleshoot both Windows and macOS environments, including configurations and system setups.

Incident Resolution:

Follow established procedures and troubleshooting guides to resolve incidents efficiently and within agreed service level agreements (SLAs).

Escalate complex or unresolved issues to senior support teams while ensuring timely

Document all support interactions, including troubleshooting steps and resolutions, in the ticketing system.

User and Device Management:

Administer and maintain user accounts via EntraID, including setting proper access permissions, group policies, and security configurations.

Implement and manage device configurations through Microsoft Intune for compliance monitoring and deployment.

Utilize JAMF for managing macOS devices, overseeing tasks such as software distribution and patch management.

Cloud and Virtualization Support:

Support AWS by managing user accounts and IAM (Identity and Access Management)

Assist in managing VMware guest systems by provisioning virtual machines (VMs), configuring resources, and ensuring proper network connectivity.

End-User Support and Training:

Provide end-user training and onboarding for standard business software and systems, ensuring a smooth transition for new employees.

Offer walk-up help operations services for immediate support of on-site

Continuous Improvement:

Stay up to date with emerging technologies, industry trends, and best practices to improve support capabilities.

Contribute to documenting standard operating procedures and knowledge base

Qualifications:

2+ years of experience in system administration or technical support, preferably in a multi- platform environment.

Experience with Enterprise level support ticketing applications.

Strong understanding of Microsoft operating systems and

Basic experience with EntraID (Azure AD), Microsoft Intune, and AWS

Proficiency in troubleshooting hardware, software, and network

Excellent communication and customer service

Ability to work in a fast-paced environment and manage multiple support

Preferred Qualifications:

Associate’s degree in Information Technology or related field

Certifications such as CompTIA A+, CompTIA Network+, Microsoft Certified: Modern Desktop Administrator Associate, or AWS Cloud Practitioner.

Familiarity with VMware virtualization technologies (vSphere, vCenter) and JAMF for macOS

Knowledge of scripting languages (e.g., PowerShell) for task

Experience with ITIL (Information Technology Infrastructure Library) practices and service management frameworks.

Understanding of networking concepts and protocols such as TCP/IP, DNS, DHCP, and

Experience interacting with and/or administration of ServiceNow.

Work Environment:

This position may require occasional on-call work or extended hours to address urgent

This position is onsite with the opportunity for remote work approved via management when required.

Full-time