IT Operations Senior Engineer

It's fun to work in a company where people truly BELIEVE in what they're doing!

We're committed to bringing passion and customer focus to the business.

OUR MISSION

At Redwood Software we unleash human potential. We empower our customers with lights-out automation for their mission-critical business processes.

Redwood Software is the leader in full stack automation for mission-critical business processes. With the first SaaS-based composable automation platform specifically built for ERP, we believe in the transformative power of automation. Our unparalleled solutions empower organizations to orchestrate, manage and monitor their workflows across any application, service or server – in the cloud or on premise – with confidence and control.

CORE VALUES 

One Team. One Redwood

Make Your Own Weather

Obsess over Customer Success

Work the Problem

Be Curious

Own the Outcome

Respect Each Other 

YOUR IMPACT 

We are looking for an IT Ops Sr. Engineer with good technical problem-solving skills but must have good interpersonal skills as they will interact with individuals from various departments and executive levels.

Candidates are required to listen to a described technical need verbally, via a system (email or ticket), understand their problems, and implement solutions to them.

Candidates must excel at communications as they will be an escalation point for support to individuals or staff at all levels. A successful candidate will have a firm understanding of IT methodology and solutions, be forward-thinking, and be able to assist and collaborate with other remote members in IT.

Redwood is looking to take advantage of Self Service and AI in the field of Helpdesk. Ideal candidate will be aligned and have experience in working with chatbots, automation and open to working in AI applications within the helpdesk system.

• Monitor Redwood’s service desk and resolve issues in accordance with established service level agreements (SLAs)

• Building and maintaining KPIs for the IT Operations team and keeping them up to date

• Act as a point of escalation for team members that are having trouble with their tickets & also act as level 2 and 3 resource for ticket handling

• Troubleshoot MDM (Intune, Mosyle) tool and endpoint issues

• Fine tune MDM (Intune, Mosyle) compliance policies

• Set-up MAM solution for the company

• Configure and deploy Windows 11 policies, settings and configurations via MDM (Intune, Mosyle)

• Provide daily support and maintenance of the computing environment to users by analyzing and resolving reported technical problems

• Develop, update, and execute maintenance schedules for end-user systems along with maintaining local and remote inventories

• Perform hardware (desktop, laptop, mobile device, printer, server, and peripherals) deployments, maintenance, and support

• Support employee onboarding & offboarding

• Support a remote work environment, including building & shipping equipment to remote users as needed

• Managing and upkeep of hardware and software inventory

•  Assist or train users on the use of productivity tools, in-house developed software, and/or cloud/SaaS-delivered solutions

• Develop and maintain training materials for end-user applications in multiple formats including online/wiki, printed, and video

• Strong understanding of ticketing system and maintaining SLAs

• Administer Atlassian Suite, Azure AD, Office 365, and Google Workspace

• Manage Microsoft Exchange online

• Zendesk chat bots creation and maintenance

YOUR EXPERIENCE

• Minimum 10 years of directly related work experience in a computer operations environment providing IT Helpdesk, IT/Technical Support, and the configuration and maintenance of end-user and small computer equipment

• Must have excellent communication skills, encompassing verbal, written, and documentation skills

• Ability to create, maintain, and update documentation pertaining to desktop support processes, system configurations, and end-user instructions

• Ability to work on-site, interacting and supporting both other team members and end-users.

• Ability to work with minimal supervision and problem-solve but escalate and seek assistance when appropriate

• Ability to work and think effectively under pressure and accurately prioritize and complete tasks within established timeframes

• Degree in a relevant field is desired; equivalent work experience or certifications are required

• Hands-on familiarity with cloud and on-premises products from Microsoft, Google, Atlassian, Slack

• Hands-on familiarity with security controls on end-user systems

• Zendesk & chatbot administration experience

• Strong Process background, experience with Six Sigma, LEAN, KAIZEN highly desirable

If you like growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!

THE LEGAL BIT
Redwood is an equal opportunity employer. Redwood prohibits unlawful discrimination based on race, colour, religion, sex, gender identity, marital or veteran status, age, national origin, ancestry, citizenship, physical or mental disability, medical condition, genetic information or characteristics (or those of a family member), sexual orientation, pregnancy or any other consideration made unlawful by regional or local laws. We also prohibit discrimination based on a perception that anyone has any of those characteristics or is associated with a person who has or is perceived as having any of those characteristics. All such discrimination is unlawful and will have a zero tolerance policy applied to it.
 

Redwood will comply with all local data protection laws, including GDPR when it comes to the handling and processing of personal data. Should you wish for us to remove your personal data from our recruitment database, please email us directly at [email protected]