Description

Requirements

Position Summary

Systems Engineer II is an integral member of the IT Services Department, your ideas, input, and constructive recommendations will be highly valued. You will participate as a member and mentor of a technical product team, working in a model designed to optimize flexibility, creativity, and productivity.

As a Systems Engineer II, you will participate in planning, design, and execution activities for projects that may require deeper technical expertise and discipline. You will be trusted to work with some autonomy while working within project guidelines.

Your contribution to the technical operations team will require you to focus on sharing knowledge, mentoring, and contributing to the IT Services' engineering strategies. You will manage and support IT environments for multiple clients across the globe, reactively and proactively managing problems to ensure seamless operations and continuous improvement.

Primary Responsibilities

People

• Exemplify WIN's culture and values
• Provide excellent customer service to all clients (internal and external)
• Be part of a cross-functional service team for IT Services clients delivering managed IT services, projects, and technical support for the products we provide
• Provide ongoing cross-training and mentoring to team members
• Work with vendor support to provide administration and troubleshooting of critical systems and software
• Troubleshoot and communicate highly technical issues
• Lead development of IT Services products and practices

Process

• Use IT Services change management procedures to ensure established standards are followed and minimize disruption to customer environments
• Use ticketing system and processes to promptly respond to customer requests, log activity, and track progress
• Create and maintain documentation for all infrastructure, systems, and clients supported
• Develop standards to improve the products offered to customers
• Maintain and support customer environments in a way that is consistent and supportable by the IT Services team
• Provide technical expertise to assist in scoping projects and ensure they are meeting established standards
• Proactively monitor customer infrastructure for potential problems

Technology

Proficiency in the maintenance and support of the technical areas below with expertise in at least one:

• Enterprise Desktop/Laptop Support including hardware and software troubleshooting methodologies, scripting, automation, and use of remote management
• Enterprise Networking practices including Firewall functionality, VLAN and network segmentation concepts, SD-WAN, and wireless configuration and troubleshooting.
• Windows and Linux server administration including Active Directory, PowerShell, Server Roles, DNS, Email, application troubleshooting, and server best practices
• Virtualization and Cloud administration including SaaS solutions, Hypervisor and hyperconverged infrastructure concepts, and shared storage

Additional Proficiency in at least two:

• Advanced endpoint support including deployment of client workstations, encryption, use of configuration management system to maintain consistent and supportable environments
• Advanced Network Supportmanaging firewall policies, configuration backup & restore, VPN configuration (IPSEC & Client), WPA2 Enterprise, and advanced troubleshooting
• Advanced Server Support including Active Directory troubleshooting, mail flow troubleshooting, DFS management, certificate services management, IIS management, and group policy management
• Virtual Desktop Infrastructure (VDI) Support administering Citrix or VMWare Horizon View environments and ADC Administration
• Advanced Security and Data Protection including management of backup and restore strategy, security incident response, and administration of user awareness training

Other:

• Perform any additional job-related duties needed to help drive our vision, fulfill our mission, and provide our customers with industry leading customer service
• Participate in an on-call rotation to support customers and systems
• Be available 24/7 in the case of emergencies and critical outage support

Core Job Competencies

Proactive Problem Management - The ability to recognize potential issues and problems, and to prevent occurrence. Evaluate issues in context to understand future implications of decisions and prioritize work to solve the problems with minimal impact to environments

Technical Aptitude - Has practical knowledge for performing job requirements at a high level. Demonstrates the ability and desire to continually advance and attain new technical knowledge.

Meeting Standards - Commitment to following and meeting standards set by the organization. Understanding of the requirements established and commitment to work a task to completion.

Goal Focused - Purposeful with decisions and actions to meet goals. Utilizes resources appropriately to meet deadlines. Remains motivated to accomplish goals when confronted with adversity or obstacles.

Mentorship - Coaches and guides other employees to help them be more effective in their position. Helps to advance technical knowledge and problem-solving skills of the talent around them.

Qualifications

Possess an Associate degree in Telecommunications, Engineering, Computer Science or related field combined with a minimum of 6+ years IT experience.

Work Conditions/Equipment

Most work performed indoors. Physical activity consists of normal office work and occasional lifting up to 30 pounds. Utilization of basic office machines and computer equipment. Regular travel is not anticipated, however occasional local and regional travel may be necessary to complete a job task or assignment.