At World Fuel, our employees are the key to our global success. We are industry leaders due to the innumerable talents of our approximately 5000 strong professional team. Our people thrive in an entrepreneurial and culturally-diverse environment, where innovative thinking, collaboration and efficient execution are highly valued. Our high-performance culture is what allows us to drive sustained growth. Stronger together, we promote an environment where individuals can thrive.

IT Operations Engineer II

Location: Webster, TX

At World Fuel, technology is critical to keeping our global business running efficiently and securely. We are seeking an experienced IT Operations Engineer II to help maintain the stability, performance, and availability of our enterprise technology environment. In this role, you will troubleshoot and resolve IT infrastructure issues, support operational excellence across the organization, and collaborate with cross-functional teams to deliver reliable technology services to employees and business stakeholders worldwide.

This position is ideal for an IT professional who enjoys problem-solving, working across diverse technologies, and driving continuous improvement in a fast-paced enterprise environment.

What You'll Do

Incident Management & Technical Support

• Provide Tier-2 technical support across hybrid enterprise environments (Windows 11, macOS, iOS, Android).
• Investigate, troubleshoot, and resolve routine to moderately complex infrastructure, systems, and operational issues.
• Manage support requests and incidents through established ticketing and IT service management processes.
• Deliver VIP/Executive desktop support, on-site assistance, and hybrid meeting room/AV support (Zoom, Microsoft Teams).
• Restore service disruptions within defined service level objectives (SLOs) and service level agreements (SLAs).
• Ensure accurate documentation of incidents, resolutions, and follow-up actions.
• Leverage enterprise AI tools to accelerate troubleshooting and diagnostic workflows.

Infrastructure Operations & Monitoring

• Monitor enterprise systems and infrastructure to identify issues before they impact business operations.
• Perform system health checks, maintenance activities, patching, upgrades, and operational support tasks.
• Support cloud, endpoint, server, and network technologies to ensure optimal performance and availability.
• Assist with operational readiness during planned maintenance and deployments.

Problem Resolution & Escalation Management

• Gather diagnostics, logs, and technical data to analyze root causes and drive resolution efforts.
• Escalate critical or highly complex issues to senior engineers and technical teams with complete documentation.
• Participate in problem management activities to reduce recurring incidents and improve service reliability.

Process Excellence & Continuous Improvement

• Adhere strictly to ITIL-aligned processes (Incident, Change, Request, Problem Management) and corporate Information Security standards.
• Identify opportunities to improve operational workflows, automate repetitive tasks, and enhance team efficiency.
• Contribute to operational runbooks, standard operating procedures, and knowledge management resources.
• Support the adoption of best practices across the IT Operations organization.

Collaboration & Team Support

• Partner with Service Desk, Infrastructure Engineering, Information Security, and business stakeholders to deliver effective solutions.
• Share technical knowledge and provide guidance to junior team members when appropriate.
• Participate in team projects and operational initiatives that support business growth and technology transformation.

What We're Looking For

Required Qualifications

• 5+ years of experience in IT Operations, Systems Administration, Technical Support, or a related technology discipline.
• Hands-on experience working within enterprise IT environments.
• Experience using IT service management and ticketing platforms such as Jira Service Management, ServiceNow, or similar tools.
• Demonstrated proficiency supporting Microsoft Windows 10/11 and Apple macOS in an enterprise network. Working knowledge of modern endpoint platforms (Microsoft Intune, Windows Autopilot, Jamf Pro) and identity systems (Microsoft 365, Entra ID / Active Directory, cloud platforms, and networking fundamentals.
• Solid understanding of core networking concepts (TCP/IP, DNS, DHCP, VPN, Wi-Fi) and infrastructure monitoring/log analysis.
• Experience with infrastructure monitoring, log analysis, troubleshooting, and operational support.
• Understanding of ITIL service management practices, including Incident, Change, Request, and Problem Management.
• Strong analytical and problem-solving skills with the ability to prioritize multiple tasks effectively.
• Excellent written and verbal communication skills with a strong customer-first mindset.

Preferred Qualifications

• Familiarity with automation and scripting tools, including PowerShell, Python, or similar technologies.
• Experience supporting virtual desktop platforms (Citrix DaaS, Windows 365 Cloud PC, Azure Virtual Desktop) and cloud environments (Microsoft Azure, AWS).
• Industry certifications such as ITIL 4 Foundation, Microsoft Azure Cloud Fundamentals, Apple Certified Support Professional (ACSP), AWS Cloud Practitioner, CompTIA Network+, or Security+.
• Experience supporting enterprise-scale environments across multiple locations.

Success in This Role

You will be successful in this role if you:

• Take ownership of operational issues and drive them through resolution.
• Maintain a customer-focused mindset while balancing technical priorities.
• Continuously look for ways to improve reliability, efficiency, and service quality.
• Collaborate effectively across technical and business teams.
• Help create a stable, secure, and high-performing technology environment that supports business success.

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