Systems Engineer

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