The Senior Systems Engineer serves as the senior escalation point for infrastructure, identity, and platform issues raised
by the Service Desk, Desktop Support, and Implementation teams, and is accountable for driving those issues to root
cause. The role also owns design work: translating requirements into build documents, configuration standards, and
reference patterns that other engineers execute.
This role operates in a multi-client managed services environment where downtime affects patient care. The Senior
Systems Engineer works within formal change management, maintains documentation to an audit-ready standard, and
provides technical direction and mentorship to engineers and support staff without direct reporting authority.
ESSENTIAL FUNCTIONS
Systems Engineering & Architecture
• Design, build, and maintain Windows Server, virtualization, storage, and Azure infrastructure supporting Hopper
and client environments.
• Translate requirements into detailed designs, build documents, and configuration standards that other engineers
can execute.
• Evaluate emerging technologies against Hopper standards for interoperability, reliability, supportability, and total
cost, and make written recommendations.
• Perform capacity analysis and lifecycle planning, and forecast growth and refresh requirements.
• Contribute to reference architectures, technical standards, and architecture review submissions.
Identity, Cloud & Microsoft 365
• Administer and engineer Active Directory, Entra ID, Group Policy, conditional access, and privileged access
configurations.
• Design and maintain Azure infrastructure, including subscriptions, networking, compute, storage, and
governance controls.
• Engineer and maintain Microsoft 365 workloads, including Exchange Online, SharePoint, Teams, Intune, and
Purview.
• Maintain tenant separation, delegation models, and administrative boundaries appropriate to a multi-client
environment.
Resilience, Security & Compliance
• Design, implement, and test backup, replication, and disaster recovery for critical systems against documented
recovery objectives.
• Harden systems against established benchmarks, and remediate vulnerabilities and configuration drift on a
defined cadence.
• Implement and maintain patching, monitoring, alerting, and logging across supported infrastructure.
• Support HIPAA, HITRUST, and SOC 2 evidence requirements by producing accurate technical documentation and
control artifacts.
• Participate in incident response for infrastructure and security events, including root cause analysis and
corrective action.
Escalation & Operational Support
• Serve as the senior escalation point for infrastructure, identity, and platform issues raised by the Service Desk,
Desktop Support, and Implementation teams.
• Perform advanced troubleshooting on complex, multi-system problems, and drive them to root cause rather than
restoring service and moving on.
• Execute changes through the defined change management process, including risk assessment, testing, rollback
planning, and post-change validation.
• Support major incidents outside business hours as part of an on-call rotation.
Automation, Documentation & Standardization
• Automate repetitive administrative and deployment work using PowerShell and infrastructure-as-code tooling.
• Build and maintain runbooks, build documents, as-built records, and infrastructure diagrams.
• Reduce manual effort and configuration variance across client environments through standardization and tooling.
Technical Leadership & Collaboration
• Provide technical direction and mentorship to engineers, implementation staff, and support teams, and review
their designs and proposed changes with substantive feedback.
• Partner with the Implementation Engineer, IT Manager, Security, and Applications functions on work that crosses
team boundaries.
• Support client-facing technical discussions when senior infrastructure expertise is required.
EDUCATION
• Bachelor's degree in Computer Science, Information Technology, or a related field preferred. Equivalent
professional experience will be considered.
• Industry certifications preferred, including Microsoft Azure or Microsoft 365 certifications, VMware or Hyper-V
credentials, and ITIL Foundation.
EXPERIENCE
• Seven or more years of progressive experience in systems engineering, infrastructure engineering, or enterprise IT
operations.
• Deep hands-on experience with Windows Server administration, configuration, and troubleshooting.
• Deep hands-on experience with virtualization, including VMware or Hyper-V.
• Production experience with Azure infrastructure and Microsoft 365 administration at scale.
• Experience designing and testing backup and disaster recovery for production systems.
• Experience operating within formal change management and serving as a senior escalation point.
• Experience in a managed services or multi-client environment preferred. Healthcare IT experience strongly
preferred.
REQUIREMENTS
• Must reside within a HOPCo corporate or clinical market.
• Ability to participate in an on-call rotation and to work after-hours and weekend maintenance windows.
• Ability to document work to a standard that other engineers and auditors can rely on.
• Position is based in the United States and supports United States operations. Legal authorization to work in the
United States without employer sponsorship is required.
KNOWLEDGE
• Windows Server, Active Directory, Entra ID, Group Policy, and identity and access management.
• Virtualization, storage, and backup and recovery technologies.
• Azure infrastructure and governance, and Microsoft 365 workload administration.
• Networking fundamentals sufficient to troubleshoot across the systems and network boundary, including routing,
switching, VLANs, DNS, DHCP, and firewalls.
• Security fundamentals, hardening benchmarks, vulnerability management, and patching practice.
• Scripting and automation, including PowerShell, and infrastructure-as-code concepts.
• IT service management practice covering incident, problem, and change management, and the technical control
expectations of HIPAA, HITRUST, and SOC 2.
SKILLS
• Strong analytical and diagnostic skills across complex, multi-system problems.
• Strong design and documentation skills, including build documents, diagrams, and runbooks.
• Strong scripting and automation skills.
• Strong written and verbal communication with technical and non-technical audiences.
• Strong organizational skills across concurrent engineering and escalation work.
ABILITIES
• Ability to drive problems to root cause rather than restoring service and moving on.
• Ability to make and defend design decisions, and to change position when the evidence warrants.
• Ability to mentor and influence engineers without direct authority.
• Ability to work carefully in production environments where downtime affects patient care.
• Ability to learn unfamiliar client environments quickly and work within their constraints.
ENVIRONMENTAL WORKING CONDITIONS
• Normal office or remote environment, with occasional work in data centers and network closets
• Limited regional and national travel required
• Requires after-hours and weekend work during maintenance windows and major incidents
PHYSICAL/MENTAL DEMANDS
• Requires sitting and standing associated with a normal office environment.
• Manual dexterity using a calculator and computer keyboard.
• Requires occasional lifting and positioning of server and network equipment, and work in server rooms and
network closets.
ORGANIZATIONAL REQUIREMENTS
• HOPCo Mission, Vision and Values must be acknowledged and adhered to
• Must complete all required annual training for HOPCo
This description is intended to provide only basic guidelines for meeting job requirements. Responsibilities, knowledge,
skills, abilities and working conditions may change as needs evolve.
