JOB DESCRIPTION
Professional Services Sr. Systems Engineer provides design consulting, physical installation, configuration and implementation of computing platforms and related technologies. Additionally, in this role the Sr. Systems Engineer may be called up to perform troubleshooting, support post implementation or as a matter of ad hoc service requests, assist in leading projects, and be viewed as a mentor to other Engineers within the team. The Sr. Systems Engineer will be required to maintain a career skill development plan in concert with the partner solutions evolution and at the bequest of management.
Summary/Objective
The Sr. Systems Engineer provides architecture and engineering expertise for network, voice, video, compute, hypervisor, data center, storage, and other related infrastructure and data center related technologies and platforms to deliver compute and infrastructure to a client-enterprise.
Essential Functions
Solution design and architecture across the data center requirements Provide consultation services for clients looking to build/create organizations application structureImplement, upgrade and troubleshoot systems and infrastructure solutions Provide administrator level training as required Some capabilities to develop automation processes for applications/services deliveryCreate final project documentation Provide escalation support from first level Service Desk Analysts Engage with customer's team during implementation process and provide transfer of knowledgeAssist the sales organization to create work statements and estimates of hours Maintain skills and certifications for the industry vertical(s) and solutions to which you are alignedPerform other duties as assigned by managementCompetencies
Must demonstrate subject matter expertise in areas of concentration: server requirements, operating systems, Domain structure, storage design, and hypervisor technologyStrong understanding of IP networking (multiple layer types) and OSI model Skilled network and systems analytic skills - good troubleshooting skills Develop comprehensive documentation of implemented products and solutions Customer results and outcomes drivenGood interpersonal relationship skills Demonstrate an ability to mentor aspiring engineers Results oriented - demonstrate desire to achieve or surpass standards of excellence Multi-tasker Passionate about the quality and timely delivery of services Learner, challenges self to be subject matter expertOrganized and detail oriented, yet flexible and agile Excellent communications skills; written and oral Problem solving skillsRequired Technical Experience/Skills
Administer and troubleshoot OS and system level issues in a virtualization environment, including hardware problems on physical servers. Specific experience with Cisco, HPE and/or Dell hardware is preferred.Specific experience with VMware and Hyper-V hypervisors (AHV is also preferred).Specific experience with Hyper Flex and Nutanix hyperconverged solutions is preferred. Detail documentation of any changes to the environment, develop new documentation for existing and/or new systems.Ensure all architected solutions conform to high availability standards for a production infrastructure.Support, maintain, and continually improve storage and other related virtualization hardware and peripherals in a rapidly growing and ever-evolving set of environments.Expert knowledge of SAN technologies is required. (i.e. Nimble, Dell EMC, Pure Storage)Lead and manage technical projects as assigned.Document and train other staff members on the operation of newly implemented infrastructure.Perform tier 2 and 3 incident management in support of client environments.Research and prototype new tools and technologies to meet both new business requirements and evolving technical requirements such as automated software development and delivery pipeline, DevOps integration/automated deployment. Expert knowledge of physical compute, storage, and related data center infrastructure.Expert knowledge of virtualization design, implementation, troubleshooting, high availability, performance tuning, and virtual development environments.Experience with Python and shell scripting.Experience with Microsoft Azure and related Azure platforms integrations in a hybrid data center infrastructure model.Required Education and Experience
BS in Computer Science, Engineering or related discipline with an IT focus is preferred5+ years of experience in a similar role requiredIndustry Certifications are Preferred (Cisco, Microsoft, ITIL, etc.)
Must be authorized to work in the U.S. for any employer
PI8ee829a97e1c-3453
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The Service Desk Analyst II provides timely and accurate response to all incoming incidents, requests, and alerts generated from calls and emails to the Service Desk. Analysts will record information relayed from the customer and the troubleshooting steps performed along with their corresponding results accurately in the case management system. The Service Desk Analyst assigns, prioritizes, and resolves incidents and requests in an efficient and concise manner. The analyst will maintain a high first-call resolution rate while meeting or exceeding performance metrics for utilization, occupancy, and ready time in queue. Manage personal queue of open tickets and continually follow up to ensure timely incident resolution and customer satisfaction. Proactively identify and take steps to resolve or eliminate recurring incident types. Participate in process improvement and knowledge documentation activity to positively impact customer satisfaction and increase operating effectiveness and efficiency.
Summary/Objective
Respond to incoming call and e-mail queues promptly and document incidents accurately and simultaneously into the case management system.
Monitor tickets generated by Case Management Systems for critical problems; perform first-level troubleshooting to diagnose issues and escalate to the appropriate provider.
Monitor and enforce system security guidelines for all clients. Create user accounts and access rights for clients when applicable.
Administer, configure, and maintain Microsoft Windows Server environments, ensuring optimal performance, security and reliability.
Collaborate with IT team members to monitor, manage and troubleshoot M365 services including Azure, EntraID and Intune
Assist with administering M365 services such as Exchange online, Sharepoint, Azure and other related applications
Provide exceptional customer service to all clients.
Proactively support and maintain effective user relationships by educating clients on system operations and applications.
Utilize all existing knowledge bases to research, resolve, and respond to incidents and requests received via phone and e-mail in a timely manner, in accordance with incident management standards.
Provide accurate troubleshooting and creative solutions to user problems of basic to moderately complex nature to ensure customer productivity.
Manage the incident resolution process for all open incidents by following up with assigned support personnel and/or the affected user to ensure timely incident resolution and customer satisfaction.
Acquire and maintain current knowledge of relevant software, hardware, systems, and support policies to provide technically accurate solutions to customers.
Administer Microsoft based systems as a shared responsibility, Active Directory, GPOs, DNS, NFS, and related enterprise management systems
Administrative management of Web services such as IIS and Apache
Ability to create new and manage email accounts in M365.
Basic administrative support of databases such as Microsoft SQL and MySQL
Work with a variety of proprietary customer applications for implementation and perform upgrades as required. As necessary, work with application support team for full resolution of any issues.
Assist to develop internal documentation and procedures related to specific customer environments.
Participate in after-hours (24 7) support on-call rotation, which will include calls on various technology platforms (including, but not limited to, Microsoft OS and basic network support)
Participate in duties as assigned such as application support, patch management, client support activities, etc.
Position Type/Expected Hours of Work
Position is typically Monday through Friday, 8am to 5pm Eastern. Work time must be flexible for occasional outside normal business hours work based on client demand or need. Participation in an on-call schedule that is estimated to be one week on, six weeks off (on average).
Travel
Limited travel to/from the data center and/or client locations.
Requirements:
Competencies
Proficient with wide range of technologies (Microsoft, Citrix, VMWare, Hyper-V, etc.)
Working knowledge of PC's, operating systems, applications, networks, and hardware concepts
Customer focused
Understanding of IT processes and procedures concepts
Excellent troubleshooting capabilities
Monitoring of server performance and troubleshoot problem areas as needed
Basic understanding of M365 environments including, Azure, Entra ID, Intune, and others.
Strong analytical and problem-solving ability to effectively prioritize and execute tasks
Good written, oral, and interpersonal communication skills
Ability to work within an on-call rotation as well as nights and weekends
Highly self-motivated and directed with keen attention to details
Ability to work both independently and in a collaborative team environment
Ability to grow and learn new technologies
Willingness to learn, maintain, and sustain current and new technology related certifications and trainings, as offered or required
Required Education and Experience
5+ years of experience with case management, troubleshooting, and service desk support. Minimum of High School Diploma RequiredCertificate and/or bachelor's degree in technology preferredPI70464ea5a78c-1750
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