IT End User Support and Collaboration Support Engineer
Job Summary
This role is responsible for researching, designing, and developing operational support services for business applications and information systems, aligning with organizational IT process methodology. The role involves collaborating within IT technical teams, leading small teams when necessary, and deploying infrastructure or services guided by senior technologists. The role prioritizes support services and analyzes business requirements, configures software, implements solutions, conducts testing, and maintains applications and infrastructure. The role also requires advanced technical knowledge to manage and administer complex infrastructure or software platforms, serving as an incident life cycle coordinator and addressing complex issues.
Responsibilities
- Deploys end-user or enterprise infrastructure, applications, or services of moderate complexity in alignment with guidance from senior technologists, supporting more intricate solutions.
- Researches, designs, and develops operational support services for both existing and new business applications and information system solutions, integrating technical and business requirements in alignment with established organizational IT process methodology.
- Identifies, develops, and prioritizes support services based on business criticality, encompassing both third-party software and internally developed applications and infrastructure.
- Collaborates as a valued member of one or more IT technical teams and leads a small team of support engineers or applications specialists, whenever required.
- Analyzes business requirements, configures third-party software, implements infrastructure solutions, creates comprehensive documentation, conducts testing, and maintains applications, infrastructure, and information systems.
- Applies advanced technical knowledge to proficiently manage and administer infrastructure or software platforms and user groups characterized by moderate to high complexity.
- Assumes the role of an incident life cycle coordinator or service delivery lead to deliver resolutions for complex issues.
- Identifies potential escalations and proactively communicates them to the management, leading escalation through L4.
- Solves difficult and complex problems with a fresh perspective, demonstrating good judgment in selecting creative solutions and managing projects independently.
- Leads moderate to high complexity projects, delivering professionally written reports, and supports the realization of operational and strategic plans.
Education & Experience
- Four-year or Graduate Degree in Information Systems, Computer Science, or any other related discipline or commensurate work experience or demonstrated competence.
- Typically has 4-7 years of work experience, preferably in project management, production support of information technology (IT) services, or a related field or an advanced degree with 3-5 years of work experience.
Preferred Certifications
- ITIL Certifications
Knowledge & Skills
- Active Directory
- Agile Methodology
- Amazon Web Services
- Automation
- Computer Science
- DevOps
- IT Infrastructure
- Microsoft Azure
- Operating Systems
- Python (Programming Language)
- Scripting
- SQL (Programming Language)
- System Administration
- Systems Engineering
- Virtualization
- Windows PowerShell
- Windows Servers
Impact & Scope
Impacts multiple teams and may act as a team or project leader providing direction to team activities and facilitates information validation and team decision making process.
Complexity
Responds to moderately complex issues within established guidelines.
Pay
$83,000 to $127,800 USD annually with additional opportunities for pay in the form of bonus and/or equity (applies to United States of America candidates only). Pay varies by work location, job-related knowledge, skills, and experience.
Benefits
- Health insurance
- Dental insurance
- Vision insurance
- Long term/short term disability insurance
- Employee assistance program
- Flexible spending account
- Life insurance
- Generous time off policies, including:
- 4-12 weeks fully paid parental leave based on tenure
- 11 paid holidays
- Additional flexible paid vacation and sick leave (US benefits overview)
Schedule
Full time