Information Technology Operations Engineer

Insight Global; Lewisville (TX); On-site; USD 130,000 - 170,000; Full time

Job summary

Insight Global is seeking a Tier 3 escalation specialist to own complex IT infrastructure, security, and operational issues across enterprise systems. You will troubleshoot critical incidents, act as a technical SME for IT operations, networking, security, cloud, and endpoints, and support service desk teams while partnering with leadership on major technical initiatives.

In this role in Texas, you will drive operational excellence through thorough documentation, process improvements, and

Qualifications

• 10+ years of experience in IT.
• 3+ years serving as an escalation point for critical incidents.
• Strong hands-on experience across IT Operations / Service Operations, Network Infrastructure & Connectivity, and Security Operations.
• Cloud and On-Prem Environments (AWS preferred).
• Experience with security/compliance frameworks such as SOC 2, ISO 27001, or similar.
• Experience with Windows and Mac environments.
• Experience with Microsoft 365 administration and RMM platforms.
• Experience with Jira Service Management and incident management.

Responsibilities

• Serve as the technical escalation point (Tier 3) for complex infrastructure, security, and operational issues
• Troubleshoot and resolve critical incidents affecting enterprise systems, connectivity, and end users
• Act as the technical SME across IT operations, networking, security, cloud, and endpoint management
• Support service desk and operations teams while partnering with leadership on major technical issues and initiatives
• Drive operational excellence through documentation, process improvement, and automation opportunities

Skills

IT Operations

Network Infrastructure

Security Operations

Cloud Environments

End User Support

Incident Troubleshooting

Identity & Access Management

MFA & SSO

Tools

Jira Service Management

RMM platforms

Microsoft 365 admin

Jamf

Addigy

Meraki

SonicWall

Fortinet

Job description

• Serve as the technical escalation point (Tier 3) for complex infrastructure, security, and operational issues
• Troubleshoot and resolve critical incidents affecting enterprise systems, connectivity, and end users
• Act as the technical SME across IT operations, networking, security, cloud, and endpoint management
• Support service desk and operations teams while partnering with leadership on major technical issues and initiatives
• Drive operational excellence through documentation, process improvement, and automation opportunities

Must-Have Qualifications

• 10+ years of experience in IT
• 3+ years serving as an escalation point for critical incidents
• Strong hands-on experience across:

IT Operations / Service Operations

Network Infrastructure & Connectivity

Security Operations (SecOps)

• Cloud and On-Prem Environments (AWS preferred)
• Ability to troubleshoot and resolve complex enterprise-wide technical issues independently
• Experience supporting organizations with security and compliance frameworks such as SOC 2, ISO 27001, or similar

Technical Expertise

Networking & Infrastructure

• Strong knowledge of DNS, DHCP, VLANs, VPNs, routing/switching, and wireless networking
• Experience supporting network and security platforms such as Meraki, SonicWall, or Fortinet
• Ability to troubleshoot connectivity issues across multiple locations

Identity & Security

• Experience with Entra ID, Okta, SSO, MFA, and Conditional Access.
• Understanding of identity governance, least-privilege access, and security best practices.
• Familiarity with MDR solutions and password management platforms.
• Experience administering Windows and Mac environments
• Experience with MDM solutions such as Jamf, Addigy, or similar
• Experience with Microsoft 365 administration and RMM platforms

Service Operations

• Experience with Jira Service Management (JSM)
• Knowledge of incident management, on-call escalation processes, SLAs, workflows, and operational documentation

Cloud & Collaboration

• Experience supporting AWS and hybrid cloud environments
• Knowledge of Microsoft 365 services including Exchange Online, Teams, and SharePoint
• Familiarity with DNS management, SSL certificates, domain administration, and email security

Nice-to-Have Qualifications

• Experience participating in audits and compliance initiatives
• Manufacturing industry experience
• Experience leveraging AI and automation tools (Microsoft Copilot, ChatGPT, workflow automation tools) to improve operational efficiency
• Advanced documentation and diagramming skills (Visio, knowledge bases, SOP creation)