It Systems Engineer Iii

Under general supervision of the COO this position plays a key role delivering and maintaining our fully managed IT Services suite of products. The IT Systems Engineer III has a primary focus on executing on complex enterprise level customer approved technology projects designed to address remediation requirements or to implement new technologies associated to their technology roadmap. This position also executes complex enterprise projects for GroupOne’s internal systems infrastructure and provides our customers and internal team with a lead engineer for the projects, responsible for all technical aspects of planning, executing and supporting the “cool-down” period prior to transitioning to ongoing support. The IT Systems Engineer II is an essential component of our company brand to deliver world class IT support and project execution.
Responsibilities

• Collaborate with Support Services Lead/Manager to support Level 1 staff for set up of new computers and user accounts as needed based on availability of Support Engineers
• Become familiar with various types of client/industry specific software in preparation for any project where these applications are included within the scope or impacted by the scope
• Collaborate with Project Manager to provide customer project updates per the interval committed to the customer
• Conduct Technical peer review/signoff for workplans developed by SE I and SE II
• Development of project SOWs and detailed work plans for approved partner/customer projects
• Provide lead support for all project cool-down tickets during post-implementation cool-down period
• Provide Tier IV technical escalation support to the team in troubleshooting and resolution of advanced networking, desktop, and server issues
• Ability to accurately track time and services performed during the course of the day
• Ensure all project team members adhere to the project process
• Implementation of complex enterprise customer projects
• Maintain productivity levels in accordance with agreed upon your specific objectives (KPIs)
• Collaborate with Support Services Lead/Manager to support server maintenance and repair including hardware diagnosis as needed based on availability of Support Engineers
• Ability to prioritize and manage multiple projects or project SOW development
• Provide Tier IV technical escalation support to the team for complex windows domain model issues
• Collaborate with the Principal, Technology for development and oversight of maintenance practices and associated intervals for all enterprise platforms
• Actively participate in the internal project close meeting review/performance evaluation
• Work directly with 3rd party vendor support, when appropriate, to validate impacts or required changes to their services within the scope of the project
• Collaborate with your assigned Project Manager to prepare partners and their team members for changes created by your assigned projects
• Actively participate in the formal customer project close meeting review/performance evaluation
• Ensure the Project Manager schedules and facilitates the formal transition meeting to the support team
• Collaborate with Support Services Lead/Manager to support windows domain model and user profile related issues as needed based on availability of Support Engineers
• Collaborate with the Principal, Technology for design, development and deployment of the company’s overall systems platforms.
• Work directly with vendor support as needed to implement the project
• Mentor our System Engineer II team members when practicable to facilitate learning and development
• Support configuration, deployment and support of distributed backup systems as needed based on new deployment assignment or availability of Support Engineers for support cases
• Ensure the confidentiality, security and data integrity of client information at all times
• Develop all required internal support documentation to ensure a successful transition to the support team
• Collaborate with the Principal, Technology for design, development and deployment of all data center services and equipment
• Update job knowledge by participating in educational opportunities.
• Configure project related equipment in alignment with finalized work-plan and resource assignment

Requirements
Relevant College, trade-school or certification program required.

• Current Microsoft certification in server and/or MS 365 technologies required
• Experience with information management
• MS 365 Enterprise Administrator Expert required
• Proficiency in ALL workstations hardware and software elements required
• MS Windows Server Hybrid Advanced Services required
• Strong communication skills, including the ability to translate technical information into layman’s terms.
• Strong commitment to providing quality service
• Ten to fifteen (10-15) years of experience in a professional setting (Systems Engineering, IT project scoping and implementation, PC repair/support)
• MS Azure Admin Associate required
• Network + cert required
• Ability to adapt and accept challenges in a fast paced, dynamic environment
• MDM - Config and Deployment
• Excellent and reliable attendance record
• Ability to correctly determine proper course of action by identifying appropriate resource, process or escalation needed for safe and efficient resolution to any client issue
• Other network infrastructure hardware and software certs required
• Plan & Define Scope - PMI - PMP preferred - copy from SE I
• Proficiency in workstation connectivity (Power, Network, and AV cabling, mapping network resources, RDS, VPN)
• Proficiency in supporting 3rd party apps with vendor
• SonicWall Network Security Administrator (SNSA) preferred
• MS Azure Solutions Architect Expert preferred
• Experience creating and documenting processes
• Must be effective developing project work plans, performing project work, have awareness of all project elements and maintain focus to completion.