Strong experience delivering and supporting technology solutions for client computing and collaboration initiatives
Ability to identify, design, and deploy technology and process solutions for business capabilities
Deep technical understanding with the ability to translate into design and implementation for complex infrastructure environments
Experience in incident resolution and proactive patching of hardware and software assets
Ability to consult on solution design and implementation with other Systems Engineers
Ability to balance support, design, and implementation responsibilities
Ability to stay current with industry changes and evolving technologies
Strong alignment with organizational principles and standards
Responsibilities:
Production Support
Provide 24×7 global support of critical systems in a rotating on-call environment
Act as an escalation point in incident resolution, leveraging predefined work instructions for issue remediation
Lead investigation and root cause analysis (RCA) for incidents
Act as an escalation point for provisioning scripts requiring correction or consultation on fulfillment methodologies
Engage with vendors as needed on complex incidents within the domain
Systems Documentation & Knowledge Management
Update knowledge base and support WIKI articles based on identification of new processes (with review by senior staff)
Perform troubleshooting, audits, and system health queries via custom scripts or performance monitoring software
Provide input in crafting user guides, job aides, and support training of team members
Systems Lifecycle Management
Assist in scoping, testing, and validating execution of patching and updates for OS, firmware, or software components, including hardware replacement coordination
Provide guidance on bug fixes or critical updates and assist with coordination and implementation
KPI Reporting & Analysis
Assist in gathering metrics reporting with guidance from management or senior staff
Support identification and prioritization of remediation efforts for recurring issues
Assist in ad hoc reporting, including trend analysis of recurring incident types
Collaboration & Service Management
Collaborate with other technical service teams to manage, maintain, and resolve complex IT services
Participate in resolving cross-domain infrastructure issues
Technical Service Ownership
Act as an escalation point for troubleshooting performance issues and outages, and proactive problem identification and remediation