Technical Operations Level 3 - Remote Eligible

Technical Operations Level 3

Come join our 'Ohana! Honu Services located in Kailua, Hawaii was founded on a simple principle: With the right support you can build anything. Our mission is to empower clients and optimize client potential through cost effective and exceptional operational support. We provide small businesses within the government contracting industry with specialized operational support services found at major corporations. Our talented and dedicated team has years of experience in taking small businesses to the next level. We are certified in ISO 9001, 20000-1, and 27001 standards to ensure the quality and consistency of our services are best in class.

Job Description and Responsibilities

The Technical Operations Level 3 role serves as an advanced technical resource for complex IT issues, escalations, and system troubleshooting. This role involves deep technical expertise, project leadership, and collaboration with engineering teams for infrastructure improvements. Other duties as assigned.

Responsibilities include:

• Incident Management - Resolve advanced IT issues and act as an escalation point for Level 1 and Level 2 support within defined SLAs.
• Document and track all incidents and resolutions in the ticketing system.
• Perform root cause analysis on recurring system issues and recommend long-term solutions.
• Service Desk Operations: Serve as a point of contact for advanced troubleshooting of hardware, software, and network-related issues.
• Collaborate with vendors and third-party providers for complex issue resolution.
• System and Infrastructure Support: Design, implement, and support complex IT solutions.
• Perform scheduled maintenance, patches, and updates to ensure systems are secure and compliant.
• Lead system upgrades, migrations, and integrations.
• Monitor and maintain IT systems, including servers, networks, and applications.
• Assist in the deployment of new technologies and applications.
• Analyze system performance and recommend optimizations.
• Work closely with security and compliance teams to ensure IT best practices.
• Documentation and Reporting: Maintain accurate and up-to-date technical documentation, including SOPs and Knowledge Base articles.
• Provide performance metrics and reports to management, highlighting key trends and potential risks.
• Provide mentorship and training to junior staff.
• Projects and Continuous Improvement: Participate in IT projects, such as system migrations, upgrades, and implementations.
• Recommend and implement improvements to existing processes to enhance efficiency and reliability.
• Security and Compliance: Support IT security initiatives, including vulnerability assessments, monitoring, and remediation.
• Ensure adherence to company policies, industry standards, and regulatory compliance.

Requirements

Bachelor's degree in Information Technology or a related field or minimum of 7+ years of experience in IT support or technical operations roles. CompTIA A+, Network+, or Security+ Certification (within 180 days of hire) Hands-on experience with IT Service Management Tools (ServiceNow preferred) Strong knowledge of enterprise IT infrastructure, including Microsoft 365, Windows 11, Azure IaaS/PaaS, VDI, and cloud-based platforms. Experience working with business teams to gather business requirements to build solutions Familiarity with resource availability and performance monitoring tools such as Azure Monitor and Site24x7. Familiarity with remote management and monitoring tools (Endpoint/Desktop central, NinjaOne, Splashtop, TeamViewer). Familiarity with SIEM tools such as Azure Sentinel, LevelBlue/AlienVault, Microsoft Defender XDR Daily and punctual attendance is required: Remote work, but must be able to coordinate with teams in multiple time zones On time and prepared for all scheduled meetings

Preferred Qualifications

CompTIA Security+ ITIL v4 Microsoft Certifications: Endpoint Administrator Associate (MD-102), Azure Virtual Desktop Specialty (AZ-140)

Physical Requirements

Work may involve sitting or standing for extended periods of time. Position may require typing and reading from a computer screen. Must have enough mobility, including but not limited to bending, reaching, and kneeling to complete daily duties in a timely and efficient manner. May include lifting weight up to thirty (30) pounds, as necessary.

Location/Work Schedule

This is a remote work-from-home position. While the role offers flexibility, the Technical Operations Level 3 is expected to be available during standard business hours and maintain a dedicated workspace. Occasionally, this position may require support outside of regular hours, including early mornings or evenings, to meet critical deadlines or business needs.

Salary Range

$100,000- $130,000

Benefits

100% company paid employee coverage for Medical, Dental, and Vision insurance 401(k) Retirement Plan with Company Match and Roth IRA option Employer Paid Life Insurance and AD&D, Short-Term and Long-Term Disability Flexible Spending Accounts Professional Development Opportunities Paid Time Off and Holidays Various Employee Perks and Discounts

Honu Services reserves the right to change or modify job duties and assignments at any time. The above job description is not all encompassing. Functions and qualifications may vary depending on business needs. Honu Services is an equal opportunity employer and does not discriminate against applicants based on race, color, creed, religion, medical condition, legally protected genetic information, national origin, sex (including pregnancy, childbirth, or related medical condition), sexual orientation, gender identity and expression, age, disability, or Vietnam era, or other eligible veteran status or legally protected characteristics.