Systems Engineer

About the role

Fully remote Systems Engineer providing Traffic Management System support to projects company-wide. This role ensures end-users effectively utilize End Client products and programs without interruption, identifies areas of improvement, and contributes solutions. Responsibilities include computer application availability, hardware and software upgrades, troubleshooting, documentation, and user support.

Responsibilities

• Act as customer liaison; respond to operational questions and issues raised in End Client’s ticketing system or customer support phone line.
• Manage and triage issues based on specific SLA guidelines, which vary by client, and track through the resolution process.
• Resolve hardware, software, and communications issues with traffic signals, ITS devices, and/or traffic management systems, which may require coordination with outside vendors and upgrade administration.
• Responsible for software configuration of traffic signals, ITS devices, and/or traffic management systems.
• Train agency operations staff on any End Client platforms, products, or features.
• Document network/system architecture, configuration settings, and troubleshooting procedures.
• Provide on-call support during off-hours as required.
• Assess and identify areas for improvement with a solution-based approach, including recommending upgrades that support the development of technical standards and applications.
• Manage system backups and recovery using applicable backup software and procedures.
• Manage 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 Administrators, and Programmer/Analysts 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.
• Cross-train with other applicable End Client positions and vendors to better support and suggest improvements to the client.

Requirements

• 3+ years of relevant experience.
• Experience with various ITS devices, such as traffic signals, pan-tilt-zoom cameras, traffic detectors, dynamic messaging signs, and other devices.
• Experience working with different server operating systems, computer languages, equipment, network configuration/environments, and topologies.
• Experience with remote access software, VPNs, and database administration.
• Experience with reporting applications to modify and run reports is a plus.
• Knowledge of Jasper Reports, Traffic Management Data Dictionary, GraphQL, SOAP, or REST is preferred.
• Experience with the agile software development lifecycle, including change control and configuration management.
• Experience working with cross-functional teams.
• Operational experience supporting a 24x7x365 environment.

Qualifications

• Excellent oral and written communication skills.
• Strong technical troubleshooting skills.
• Customer-oriented, positive, flexible, and self-motivated.
• Ability to work well independently.
• Excellent technical training and documentation skills.
• Excellent attention to detail.
• BS degree or 3+ years of additional equivalent technical training/relevant experience.

Benefits

• Medical, dental, vision, life, and disability insurance plans.
• Employee Stock Purchase Program (ESPP).
• 401K program with company match after 12 months of tenure.
• Health Savings Account (HSA) on the HDHP plan.
• SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions.
• Corporate discount savings program and other discounts.
• On-demand training program, access to certification prep, and a library of technical and leadership courses/books/seminars after 6+ months of tenure.
• Certification discounts and perks for associations including CompTIA and IIBA.
• Dedicated customer service team for consultants and a certified Career Coach.