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Job Description:
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JOB SUMMARY
The Systems Engineer II (MS Technologies) is responsible for administration, monitoring and supporting all aspects of the Windows infrastructure including, hardware, server resources, systems and key processes. The Systems Engineer II (MS Technologies) is responsible for collaborating with Field Operations and other teams in the development of the strategic design and management of the enterprise endpoint environment. The Systems Engineer II (MS Technologies) will assist in the engineering of the standard desktop platform, design and implementation of the Windows operating systems, imaging solution, product and system lifecycle management, application packaging, compatibility testing, and deployment methods.
ESSENTIAL FUNCTIONS
Systems Engineering - Architects, implements and supports infrastructure and endpoint technologies.
- Assist the team with deployment, operations, and maintenance of infrastructure & endpoint technologies
- Review existing technologies for vendor support and end-of-life information
- Contribute to design, implementation, integration, and testing of infrastructure & endpoint technologies
- Contribute to system design and architectures
- Support the deployment, operations, and maintenance of infrastructure & endpoint technologies
- Contribute to identifying migration path needs
- Participate in recommending solutions of varying complexities and create strategies that consider all aspects of the customer's requirements and problem.
- Takes initiative in resolving problems that are ambiguous
- Assist the team with investigating, testing, making recommendations, and implementing solutions
- Assist the team in framing the essence of the customer’s issue, and builds scalable and adaptable solutions, while considering the larger stakeholder community
- Present unbiased positions to customers and explain ideas in understandable terms
- Prior to commitment to change, works with the team to consider impact and address any issues
Technical Support - Ability to understand internal/external customer technologies and problem resolution techniques.
- Administer, monitor and support all aspects of a Microsoft-based infrastructure & endpoint environment
- Demonstrate knowledge of routine techniques, skills, equipment, and procedures
- Apply knowledge to identify and takes initiative to respond to all system problems
- Assist in the resolution of low to medium complexity issues affecting Microsoft Server, Exchange, Active Directory, SCCM, SCCM, Azure and Office 365.
- Assist with the management of desktop software distribution, operating system deployment, and patch management to enterprise workstations/laptops via Microsoft SCCM
- Provide Tier 3 support to our Support Desk team, responding to situations where standard procedures have failed in isolating or fixing endpoint problems
- Provide support to Support Desk in the tracking, management and resolution of the root cause of incidents that pertain to desktop services with the goal of preventing a future recurrence of the same or related issues.
- Work to develop additional technical knowledge and skills
- Perform system maintenance activities
- Develop and maintain documentation of assigned environment
- Takes initiative to anticipate problems; sees how a problem and its solution will affect other areas
- Contributes to analyzing current processes and procedures for possible improvements
- Supports the team in evaluating new technology as potential solutions to existing problems
- Identify opportunities for more efficient and effective operations through the implementation of automation and monitoring.
- Evaluate reported problems, determine issue severity and collaborate with other IT departments to resolve the reported issue
SUPPLEMENTAL DUTIES & RESPONSIBILITIES
- Pursues training and development opportunities; Strives to continuously build knowledge and skills
- Assist personnel in other RTS departments to resolve technical and/or application issues
- Develop and maintain documentation of the Microsoft Systems environments
- Embrace and foster the RTS culture consistently modeling our values and norms
- Other duties as requested
CORE COMPETENCIES
Problem Solving - Ability to problem solve through problem identification (what is the problem), solution assessment (what can be done), problem documentation (document for future) and problem response (implementing a solution).
Able to:
- Frame problems before trying to solve them
- Seeks advise from those who've solved similar problems
- Follow up to ensure that the problem remains solved
- Documents and disseminates identification and resolution of problems to avoid future redundant work efforts
- Breaks down problems and identifies all of their components
- Provide insight into the root-causes of problems
- Anticipate problems and is proactive in addressing them
Decision making - Makes sound, well-informed, and objective decisions; perceives the impact and implications of decisions; commits to action, even in uncertain situations, to accomplish organizational goals.
Able to:
- Gather data and others' input when making decisions
- Consider lessons learned from experience, differing needs, and the impact of the decision on others
- Escalate decisions when appropriate
- Balances analysis, wisdom, experience, and perspective when making decisions
- Finds solutions that are acceptable to diverse groups with conflicting interests and needs
Customer Service - Ability to develop and maintain strong relationships with customers by listening, understanding and responding to their needs.
Able to:
- Provide service to internal and external customers to meet or exceed their needs and expectations
- Listen to concerns and resolves complaints effectively and promptly
- Commit to continuous improvement
- Ensure and comply to customer response timeline (SLAs) based on the severity of reported issues including documenting concise and accurate status information in the ServiceNow ticketing system
- Establish relationship with customers providing education as appropriate
- Deliver high quality solutions
Building Collaborative Relationships - Develops, maintains, and strengthens partnerships with others inside or outside the organization.
Able to:
- Establish rapport with co-workers easily
- Works with others to achieve goals
- Listen and responds constructively to other team members' ideas
- Encourage and facilitates cooperation, pride, trust and group identity
- Foster commitment and team spirit
- Offer support for others' ideas and proposals
- Is open with other team members about his/her concerns.
- Shares his/her expertise with others.
Accountability - Holds self-accountable for measurable high-quality, timely, and cost-effective results.
Able to:
- Set well-defined and realistic goals
- Accept responsibility for mistakes
- Comply with established policies and procedures
- Take ownership of ensuring successful outcome of work assignments/projects
- Minimize re-work
- Seek out learning opportunities
- Identify training needs and takes action to obtain knowledge
- Collaborate between own functional area and areas below or above in the work stream as needed
- Persistently push self and others for results
- Display initiative, effort, and commitment towards completing assignments
- Helps others
- Provides consistency between projects
Company Business Knowledge - Understands the company, its products and the business processes.
Able to:
- Demonstrate a basic understanding of how a business operates
- Understands Reliance business and how technologies can support business processes
Communication - Ability to communicate effectively across all levels to support departmental and organizational objectives.
Able to:
- Clearly express information taking into account the audience and nature of the information (for example, non-technical, sensitive, controversial).
- Ask questions and summarize what was heard to mitigate miscommunication
- Present information in a concise and focused manner
- Listen to others
- Communicate written information (for example, facts, ideas, or messages) in a succinct and organized manner
- Produce written information, which may include technical material that is appropriate for the intended audience
Leadership – Displays effort and commitment in carrying out the department’s goals and objectives.
Able to:
- Act in a proactive and achievement-oriented manner
- Treat co-workers in a fair and equitable manner
- Behave in a tactful, compassionate, and sensitive manner
- Empower others by sharing information
- Actively listen and clarify information as needed
- Foster an atmosphere of open communication
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