Enterprise Infrastructure Operations Engineer
Enterprise Infrastructure Operations Engineer
Employer Active
Job Alert
You will be updated with latest job alerts via email
Share
Job Alert
You will be updated with latest job alerts via email
Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
JOB SUMMARY:
Handles all second level daytoday ITS Infrastructure operations and support activities related to the desktop network/telecom and server infrastructure outside of the datacenter AV support (School of Medicine and Surgical Services environments) along with Enterprise software applications. Interfaces with all areas of Information Technology and Services to ensure the best job possible is being performed to keep customers students and patients a number one focus.
EDUCATION/EXPERIENCE:
Three years of combined experience working with data and voice aspects of a large scale infrastructure. Five years preferred. Associates degree in Information Technology Computer Sciences or Health Sciences preferred. Complicated desktop and phone troubleshooting in a large and complex network preferred. Experience in a healthcare or healthcare related environment preferred.
LICENSURE CERTIFICATION and/or REGISTRATION:
Extron certifications within 12 months of hire. HP Hardware and Microsoft certifications preferred.
ESSENTIAL FUNCTIONS:
1. Responsible for understanding indepth cross department workflows and partners with customers to deliver optimal hardware configurations and troubleshooting to assist in the optimal delivery of Academic Healthcare and Research systems.
2. Works collaboratively with the Desktop and Service Desk groups ensuring that customers have cutting edge technology that works efficiently in their area.
3. Works closely with the Senior Infrastructure Operations Engineers and serves as a resource in new projects ensuring successful implementation.
4. Understands customers to comprehend the IT functions in their department. Ensures that ITS hardware standards are followed and being met. Escalates issues to Senior Infrastructure Operations Engineer or Manager when necessary.
5. Maintains an overall average Customer Service score of 4.0 or higher for a monthly average of all surveyed customers.
6. Takes the initiative to stay involved and knowledgeable about IT technology offerings.
7. Shows professionalism and courtesy in areas where patients or nonWake Forest Baptist customers may be present. Follows the confidentiality policy in areas of patient privacy.
8. Takes assignments for projects large implementations or go lives ensuring coverage in coordination with the Senior Infrastructure Operations Engineer ITS Project Coordinators or Manager.
9. Takes responsibility for ensuring customers needs are met. Works in unison with the Kailo Service Desk and Desktop teams to provide outstanding service to ITS customers. Works closely with Asset Management to ensure that full discovery of hardware assets is in place.
10. Remains current with hardware and Infrastructure standards.
11. Participates in follow up and walkthrough with ITS Project Coordinator and Senior Infrastructure Operations Engineer for new projects within two weeks of go live to create punch lists and to ensure quality work has been provided to the customer.
12. Ensures hardware and software is appropriately procured recorded tracked transferred and recycled to maximize software license optimizations
SKILLS/QUALIFICATIONS:
Knowledge of physician practice/healthcare academic and research business as they relate to ITS Infrastructure. Knowledge of telephony solutions desktop hardware and complex AV systems. Highly developed documentation in customer support software. Demonstrated ability in troubleshooting of complex hardware and software issues. Experience in analyzing SCCM data in relation to assets and software. Communicates professionally and effectively with colleagues and other professionals in the WFBH organization.
Employment Type
Full-Time
