Sr. Systems Engineer

About the role

The Tier 3 System Engineer will have a good understanding of the software and hardware products used by the company and the end-users, as well as experience with customer relationship management (CRM) systems, helpdesk software, and remote support tools. The Operations Technical Lead should possess a level of communications polish to effectively engage with both technical and non-technical users, as well as collaborate with other members of the IT team. The Operations Technical Lead should demonstrate strong leadership skills and the ability to motivate and manage a team of Tier 1 & Tier 2 helpdesk technicians. The Systems Engineer role supports multiple, major Operations initiatives and the successful candidate is expected to have the wherewithal to prioritize, over-communicate, plan and tightly coordinate with a variety of stakeholders, while driving day-to-day ticket closure to meet or exceed established SLAs. A high level of emotional intelligence, awareness, and ability to rapidly "read the room," is critically required to understand and adapt to a wide variety of personalities to draw the "best" out of teammates to get work done.

Responsibilities

• Provide technical guidance to an Operations team mainly comprised of Tier 1 / Tier 2 Techs
• Provide direct assistance to end-users, engaging with customer satisfaction and efficient troubleshooting/ensuring the successful completion of implementation projects
• Demonstrate strong business process analysis and business analysis capabilities, specifically transforming requirements into actionable next steps
• Develop and nurture new relationships with several external customers and stakeholders
• Manage IT Infrastructure with experience in the following technologies: Disaster recovery, Backups, O365, InTune, AVD, SCCM, Hyper-V, ESXi, VDI, AWS, Azure, Axonius, IT Storage (SAN), SolarWinds
• Perform network administration (e.g. performing firmware upgrades on Cisco switches and routers - iOS)
• Actively use ServiceNow IT Service Management
• Assist Operations Manager with active Operations projects
• Assist in implementation of Ops Security Compliance aligned to all IT assets
• Act as an advisor in a Federal Agency environment
• Understand technical aspects of Operations to manage troubleshooting, solutioning, etc.
• Develop policy, procedure and SOP documentation
• Provide oversight for software/patch management tools such as System Center Configuration Manager (SCCM)
• Responsible for design, implementation, daily operations and maintenance of Microsoft SCCM at the enterprise level
• Implement centralized and automated methods for software distribution, operating system deployment, reporting, and logging
• Perform break-fix to maintain IT equipment and IT service uptime
• Install, deploy, and manage Microsoft enterprise services software such as Active Directory, Dynamic Host Configuration Protocol (DCHP) and Domain Name System (DNS)
• Support SQL and/or database administration and PowerShell knowledge

Skills

• Inherent experience with collaborating with cross-functional teams within the organization, and other offices to ensure the integration and compatibility of network solutions with other IT systems and applications
• Strong "solutions-oriented" and collaborative mindset to drive solutions and execution for the good of the mission and team
• Excellent written and verbal communication skills; ability to understand and effectively communicate technical concepts in a compelling, persuasive manner to non-technical persons
• Excellent ability to interact skillfully and diplomatically with numerous counterparts and build rapport, including contract stakeholders, government representatives and vendors
• Proven proficiency facilitating challenging conversations across all levels of the organization
• High level of EQ to "bring out the best" in team members, both internal and external
• Experience and composure to be the conductor of a very complex and challenging technical "orchestra"
• Solid goal-oriented thinking, while possessing the business acumen to align projects to business outcomes
• Flexibility and ability to swiftly adapt to a customer environment and positively integrate oneself
• Strong analytical, problem-solving, and decision-making capabilities, with a data-driven mindset
• Team player with the ability to work in a fast-paced environment with a continuous process improvement culture
• Demonstrated outstanding level of professionalism in providing project review support, including ability to exercise good judgment, discretion, tact, and diplomacy
• Sound business ethics, including the protection of proprietary and confidential information

Requirements

• U.S. Citizen
• Bachelor's Degree
• Active TS/SCI clearance
• At least 15 years experience
• Currently supporting a DHS Component (desired)
• Currently possess DHS EOD (desired)
• CompTIA Security+ certification (desired)
• Majority, if not all years of experience in a team lead or operations technical lead role
• Certifications such as: Azure 900, AWS Cloud Practitioner (desired)

Pay

$120k - $150k

Schedule

Remote work is available for a substantial portion of this role. Some onsite presence may be required from time to time, and the exact schedule will depend on project and organizational needs.