The Operational Engineer is a senior technical contributor and operational SME responsible for advanced troubleshooting, service stability, and proactive health across the end‑user environment. This role serves as the escalation point for complex issues, owns service health telemetry, drives automation and preventive maintenance, and partners with Engineering and Tech Central to improve reliability, performance, and overall crew experience.
Responsibilities:
Serve as the escalation point and primary technical resource for complex incidents involving collaboration, meeting quality, Windows/MAC client, and endpoint services, focusing on developing and implementing effective technical resolutions.
Own monitoring dashboards, alerts, and telemetry; improve signal quality, reduce noise, and ensure actionable service health indicators.
Execute proactive hygiene programs including patch/driver governance, baseline compliance, configuration drift remediation, and elimination of recurring issues.
Build and maintain runbooks, scripts, automated remediations, and troubleshooting tools to streamline operations.
Lead or contribute to problem management (RCA, permanent fixes, preventive actions).
Partner across Tech Central and Engineering to publish high‑quality knowledge articles, deliver training, and shift-left routine work.
Collaborate with engineering, security, and networking teams to resolve cross‑domain issues impacting user experience.
Qualifications:
5+ years in end‑user or workplace IT operations supporting Tier 2 or higher.
Strong expertise with Microsoft 365, Microsoft Teams, Windows client, Intune, compliance, and patch/driver lifecycle management.
Proficiency in PowerShell, log analysis, and troubleshooting tools (KQL, diagnostics, meeting quality analytics).
Solid understanding of network fundamentals relevant to real-time communications (jitter, packet loss, QoS).
Demonstrated ability to manage complex incidents, drive RCA, and implement preventive actions.
Preferred Qualifications:
Experience with Teams Rooms, SIP/SBC, or advanced UC troubleshooting.
Familiarity with observability platforms such as Log Analytics, Endpoint Analytics, or Power BI.
Experience with automation platforms (Intune Remediations, Azure Automation, API integrations).
ITIL Foundation or Microsoft certifications (Endpoint Administrator, Teams Engineer).
Special Factors
Sponsorship
Vanguard is not offering visa sponsorship for this position.About Vanguard
At Vanguard, we don't just have a mission—we're on a mission.
To work for the long-term financial wellbeing of our clients. To lead through product and services that transform our clients' lives. To learn and develop our skills as individuals and as a team. From Malvern to Melbourne, our mission drives us forward and inspires us to be our best.
How We Work
Vanguard has implemented a hybrid working model for the majority of our crew members, designed to capture the benefits of enhanced flexibility while enabling in-person learning, collaboration, and connection. We believe our mission-driven and highly collaborative culture is a critical enabler to support long-term client outcomes and enrich the employee experience.
Vanguard Charlotte, North Carolina, USA Office
Two North Falls Plaza, Charlotte, NC, United States, 28217
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