Specialist, IT Service Delivery
On-siteMiami, Florida, United States
Job Summary
Provide personalized, executive-level IT assistance and offer advanced troubleshooting for hardware, software, network, and endpoint issues to minimize downtime. Identify and implement best practices to optimize service delivery while acting as the main contact for all onsite technology requests. Route complex incidents to relevant teams, manage employee access requests, and monitor service metrics to maintain best-in-class support standards. Administer the IT ticketing system, maintain accurate documentation, and inspect assets for upgrades. This role supports FTAI's global aviation engine maintenance operations, requiring physical stamina for a shop environment with standing, driving, and lifting duties.
Required Qualifications
- 5+ years in an end-user computer or service delivery role
- Proficiency with Service Desk ticketing platforms (e.g., ServiceNow, Jira)
- Strong understanding of SLA, KPI, and SOW management
- Hands-on experience with Microsoft 365, Azure AD/Entra ID, Intune MDM
- Fluent English
- Legal U.S. work authorization
- Ability to perform extensive standing, driving, walking, and climbing
- Ability to lift up to 50lbs. regularly
- Ability to manipulate up to 100lbs. with assistance
- Ability to bend, stoop, climb to reach materials
- Ability to work in a noisy environment
Desired Qualifications
- Experience supporting 500+ users in a global enterprise
- ITIL v4 Foundation or higher certification
- Microsoft Certified: Azure Administrator Associate
- Microsoft Certified: Modern Desktop Administrator Associate
- Additional language proficiency (e.g., Spanish, French)
- Exchange Online
- Teams
- SharePoint
- user/group administration
- Windows 11
- Intune MDM
- Azure Virtual Desktop (AVD)
- Endpoint Configuration Manager
- remote-access tools
- Azure Backup
- Veeam, or similar solutions
- LAN/WAN fundamentals
- VPN setup
- firewall basics
- Power BI
- Excel for SLA/KPI tracking
- Teams administration
- Zoom
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