Engineer II, Systems Infrastruture

Work Schedule

Environmental Conditions

Job Description

Qualifications

• Bachelors Degree preferred. Combination of experience and education considered
• ITIL certification preferred
  

Roles & Responsibilities

• Provide Tier II in-house support for End Users
• IMAC Support
• Corporate Infrastructure and Security Site Support
• Able to perform the following without direct involvement from manager senior team member or lead
• Provide resolutions for users for Corporate applications and hardware
• Support resolutions for business group applications
• Incident and Request Queue management - Ticket creation/Categorization/Prioritization
• Partnering to direct customers to respective Support Group
  

Minimum Requirements

• 3 years experience in Desktop support.
• Understanding of client/server networks protocols common Internet services Active Directory
• Confirmed problem solving abilities
  

Desired Skills

• Good interpersonal skills written and verbal communication and customer management experience
• Work experience interacting with colleagues globally
• Knowledge on operations/service delivery
• Strong analytical orientation as well as creative problem-solving skills to be able to evaluate problems and concepts from different perspectives; use data to identify key issues/opportunities and arrive at sound and logical solutions that improve employee experience
• Good understanding of Computers and Trouble shooting skills required.
• Ability to work in a team and provide input to solution
• Communicate efficiently with vendors and escort them around a facility and engage the vendor regarding the purpose of their visit.
• Work with functional support teams to assist customers and drive speedy resolutions.
  

Required & Technical Skills

• Ability to tackle diagnose and resolve issues on PCs and 3rd party applications supported by Corporate Infrastructure and Security
• Ability follow update and edit KB articles to fix diagnose and resolve or hand off to higher tiered support issues with network connectivity such as VPN or wireless connectivity Active Directory security incidents servers and business applications.
• Ability to provide smart-hands support computer rooms IDFs MDFs and physical equipment such as servers switches routers printers.
• PC / Laptop installation configuration (imaging) and problem resolution
• IMAC Request fulfilment
• Printer/Scanners installation coordination and vendor interaction
• Phone & Mobile devices installation configuration and break fix.
• Level 2/3 support for PC Printer Scanner Phone (Remotely unresolvable by Service Desk)
• Snow queue management (review queue self-assignment of tickets assign tickets ticket closures)
• Mounting & Un-mounting Hardwares in data center (Switch Routers Servers etc.)
• Maintain IDF/MDF daily health checks and maintaining data center health check list register
• Ability to manage multiple assignments has good judgment and prioritizes projects and time optimally
• Ability to identify new tasks that need to be performed for support or operations and work with management for execution
• Software installation at PC level and Server level

Compensation and Benefits

This position may also be eligible to receive a variable annual bonus based on company team and/or individual performance results in accordance with company policy. We offer a comprehensive Total Rewards package that our U.S. colleagues and their families can count on which includes:

• A choice of national medical and dental plans and a national vision plan including health incentive programs

• Employee assistance and family support programs including commuter benefits and tuition reimbursement

• At least 120 hours paid time off (PTO) 10 paid holidays annually paid parental leave (3 weeks for bonding and 8 weeks for caregiver leave) accident and life insurance and short- and long-term disability in accordance with company policy

• Retirement and savings programs such as our competitive 401(k) U.S. retirement savings plan

• Employees Stock Purchase Plan (ESPP) offers eligible colleagues the opportunity to purchase company stock at a discount

For more information on our benefits please visit: