Job description
Systems Engineer Reports To: Central Systems Support Manager Responsibilities/Authority: The Systems Engineer is a resource that provides computer system support to projects company-wide. Support includes onsite client support and external (client) computer systems at company facilities or located within the client’s facilities.
They are responsible for ensuring end-users effectively utilize products and programs without interruption. As a main point of contact for the client, the Systems Engineer will continuously identify areas of improvement and contribute solutions and is responsible for computer application availability, hardware & software upgrades, troubleshooting, documentation, and user support.
Most important work tasks:
- Customer liaison; respond to operational questions and issues
- Responsible for training operations staff on any platforms, products, or features as they are introduced to the client.
- Resolve hardware, software, and communications issues which may require coordination with outside vendors and upgrade administration.
- Facilitate client meetings and change control processes as required, including development and presentation of change proposals.
- Document network/system architecture, configuration settings and troubleshooting procedures
- Design, install, configure, and maintain networks, file servers, application solutions, workstations, and servers.
- Responsible for the configuration, monitoring, and security of clients’ data network and systems.
- Manage system backups and recovery using applicable backup software and procedures
- Manage and triage issues based on specific SLA guidelines (varies per client) and track through resolution process.
- On-call support will be required during off-hours
- Assess and identify areas for improvement with a solution-based approach, including recommending upgrades that support the development of technical standards and applications. Additional Responsibilities
- Responsible for server and PC functionality, security and analysis with respect to Traffic Management Systems.
- Acts as primary organizational interface with vendor and provides internal analysis and support
- Manages the performance of multiple hardware and software platforms
- Resolves server/PC problems and offers additional technical assistance to users
- Manages the acquisition, installation, and maintenance of the organization's file servers, database servers, desktop computers, and other cloud or on-premise infrastructure.
- Work jointly with Project Managers, Database Administrator(s), and Programmer/Analyst(s) to define needs and requirements for continued operation, upgrade, and security of clients’ systems
- Work jointly with Software Engineers and Software Quality Assurance teams in testing and implementing applications and products.
- Document all modifications, installations, and other changes as they occur.
- Cross-train with other applicable positions and vendors, as appropriate, to better support and suggest improvements to the client. Experience: Competencies
- Excellent oral and written communication skills
- Technical Troubleshooting skills
- Customer-oriented, positive, flexible, and self-motivated
- Must work well independently
- Excellent Technical training and documentation skills
- Excellent attention to detail Qualifications
- 3+ years of relevant experience
- Experience working with different server operating systems, computer languages, equipment, network configuration/environments, and topologies
- Experience working with cross-functional teams
- Experience with reporting applications to modify and run reports a plus
- Experience with remote access software and database administration
- Experience with various communications platforms, (i.e. Twisted pair, Cellular, fiber)
- Operational experience supporting a 24x7x365 environment
- Experience with the software development lifecycle, including change control and configuration management Education Requirements
- BS degree or 3+ years of equivalent technical training/relevant experience