IT Operations Engineer (Hybrid, Bucharest)

Team: IT Infrastructure and Services

Location: Bucharest

Commitment: Permanent

Workplace Type: hybrid

Scope

• Key member of the Global Service Team, responsible for delivering effective IT support across all business functions. The role supports and maintains the organization’s IT environment-all related hardware and software—and contributes to a wide range of IT projects and operational activities. This role will have specific responsibility for the effective management and improvement of the Incident Management, Problem Management and Service Request Processes. The role also provides escalation support for junior technicians, contributes technical expertise to IT projects, develops knowledge articles, supports IT service processes and standards, conducts regular audits of procedures and documentation, and delivers executive‑level support. Working with customers, colleagues, and suppliers across diverse environments, infrastructure projects, and regions. 


Including  
• Provide support, coaching and assistance to all Level Support Specialists when requested or when Incident volumes are high.  
• Managing through to resolution, Incident, Problem and Service Request Tickets in accordance with the Sophos Incident Management and Problem Management Policies and Processes.  This includes, but is not limited to, detection, recording, analysis, diagnosis, and either resolution or escalation of tickets 
• Be an effective interface between Customers, Internal Support Teams and 3rd party Service Providers.  
• Create and manage Problem tickets in accordance with the agreed policy and processes and work to establish the root cause and corrective actions that eliminate the root cause and prevent further occurrences of the incident 
• Minimize business impact through demonstration of expert technical capabilities to complex situations, identifying underlying causes, and devising solutions or workarounds.   
• Produce trend analysis of recurring Incidents/Problems and communicate/escalate  
• Complete machine builds and verification  
• Provide in‑person deskside support as part of the local IT function, ensuring hands‑on technical assistance for onsite employees, and take responsibility for maintaining the office’s IT configuration and infrastructure 
• Assist with special projects, as needed. Act as Project Manager for initiatives as required, including conception, planning, resource allocation, vendor liaison, analysis, recommendation and quotes.  
• Working with Asset MGMT Team, maintain suitable regional stock levels of IT equipment by raising quotes and orders with chosen vendors to fulfill the stock needs. 
• Identify key barriers/core problems and apply problem-solving skills to resolve complex situations. 
• Providing training and guidance to our customers on how to use various IT Technologies and applications effectively. 

Technical Requirements

• Certified, in-depth knowledge of Mac and PC OS environments 
• Excellent software skills, troubleshooting and understanding latest releases/issues 
• Excellent hardware skills, troubleshooting and understanding of latest releases/issues(Laptops, Desktops, Printers, Mobile Phones, peripherals) 
• Meeting room AV systems troubleshooting skills 
• Good understanding of network configuration and issues 
• Experience with Intune, Entra AD, OnPrem AD, JAMF, Exchange, ITSM, Remote tools, Security – Anti Virus, Encryption (BitLocker), awareness in password policies and Malware 
• Strong MDM expertise and Troubleshooting (iOS and Android) 

Functional Requirements

• Gain a strong understanding of new Sophos IT technologies and how users will interact with it 
• Engage with business management on projects and initiatives and provide IT insights on them  
• Ability to identify, own, and drive solutions to technical challenges  
• Ensure that all documents related to Known Errors and Workarounds are completed in an accurate, concise and articulate way including but not limited to Incident and Service Request tickets.   
• Regularly monitors the Incident status and keep the team informed 
• Exceptional communication skills, written and verbal  
• Exceptional customer service skills, exceeding user, executive, partner expectations 
• Identifying areas of improvement and providing well thought out solutions for each  
• Demonstrates technical expertise and leadership on projects   
• Incident Resolution Time. Measure the time it takes for the engineer to resolve IT issues. 
• Analyze historical data to identify instances where SLAs/XLAs were met or exceeded, demonstrating a commitment to delivering results. 
• Well-documented solutions and incident reports can indicate a systematic and results-oriented approach.
• Assess and document the ability to proactively improve systems, processes, or workflows. 
• Project Management. Participate in projects providing the introduction of new tools and services, working with the engineering teams to provide IT Service Desk requirements.  
• Look for evidence of proactivity, such as taking initiative on projects or problem-solving.  
• Represent the team and the manager in both customer-facing and internal facing matters  
• Staying up to date with the latest technology trends.  
• Assessed through direct observation of the individual’s ability to use and adapt to new technologies, as well as their certifications or qualifications in tech-related areas.  
• Proven analytical and problem-solving abilities 
• Strong documentation skills 
• Ability to conduct research into a wide range of computing issues as required 
• Experience of managing projects including planning, prioritizing and scheduling work and allocating resources 
• Act as primary point of contact for cross-functional IT process changes 
• Act as the primary point of contact for both customers and internal teams on behalf of the team and manager.

Self-Development

• Shows a strong drive to grow in the IT field and confidently take on engineering‑level responsibilities. 
• Act as a mentor to colleagues.