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Job Description:
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JOB SUMMARY
The Systems Engineer III – Microsoft Systems responsible for administration, monitoring and supporting all aspects of the Windows infrastructure including, hardware, server resources, systems and key processes. The Systems Engineer III – Microsoft Systems will identify and proactively respond to medium to high complexity system problems. The Systems Engineer III – Microsoft Systems will troubleshoot and correct complex, sometimes ambiguous problems that affect operation of the environment. In addition, the Systems Engineer III – Microsoft Systems will analyze current processes and procedures for possible improvements, as well as develop and maintain documentation of their assigned environment.
ESSENTIAL FUNCTIONS
Systems Engineering - Architects, implements and supports infrastructure technologies.
- Assist the team with deployment, operations, and maintenance of infrastructure technologies
- Review existing technologies for vendor support and end-of-life information
- Contribute to design, implementation, integration, and testing of infrastructure technologies
- Support the deployment, operations, and maintenance of infrastructure technologies
- Proposes migration path strategies for upgrades
- Design and create systems and architectures
- Models solutions of varying complexities and creates strategies that consider all aspects of the customer's requirements and problem
- Innovates and works to resolve problems that are ambiguous.
- Investigate, test, recommend and implement solutions
- Frame the essence of the customer’s issue, and builds scalable and adaptable solutions, while considering the larger stakeholder community
- Present unbiased positions to customer, and explains complex ideas in understandable terms
- Gain stakeholder buy-in, eliminates ambiguity, and ensures traceability to source requirements
- Prior to commitment to change considers impact and mitigates and addresses 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 environment
- Demonstrate knowledge of routine techniques, skills, equipment, and procedures
- Apply knowledge to identify and proactively responds to high complexity system problems
- Assist in the resolution of medium to high complexity issues affecting Microsoft on-premise and cloud technologies.
- Areas of responsibility include Microsoft 365, Active Directory, Exchange, Teams, Windows Server, SCCM, SCOM, and Antivirus
- Work to develop additional technical knowledge and skills
- Perform system maintenance activities
- Develop and maintain documentation of assigned environment
- Anticipate problems; sees how a problem and its solution will affect other areas
- Analyze current processes and procedures for possible improvements
- Evaluate 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
- 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
- Seek advice from those who have solved similar problems
- Follow up to ensure that the problem has been resolved
- Document and disseminate identification and resolution of problems to avoid future redundant work efforts
- Break down problems and identify all of their components
- Provide insight into the root-causes of problems
- Anticipate problems and is proactive in addressing them
- Ask perceptive questions to seek optimal solutions
- Involves the team in problem solving
- Generate a range of solutions and courses of action with benefits, costs, and risks associated with each
- Explore various sources for answers, and think "outside the box" to find options
- Be open to others' ideas to help develop solutions
- Help others cultivate their problem-solving skills
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
- Considers lessons learned from experience, differing needs, and the impact of the decision on others
- Escalate decisions when appropriate
- Balance analysis, insight, experience, and perspective when making decisions
- Find solutions that are acceptable to diverse groups with conflicting interests and needs
- Weigh pros and cons of each option before making a decision and moving forward
- Explain the rationale for a decision
- Follow up to ensure decision was implemented
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 satisfy their needs and expectations
- Listen to concerns and resolve reported issues effectively and promptly
- 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
- Commit to continuous improvement
- Establish relationship with customers providing education as appropriate
- Deliver high quality solutions
- Elicit feedback from customers
- Assist in creating strategies to help the organization serve customers more effectively
Building Collaborative Relationships - Develops, maintains, and strengthens partnerships with others inside or outside the organization.
Able to:
- Establish rapport with co-workers easily
- Work with others to achieve goals
- Listen and respond constructively to other team members' ideas
- Encourage and facilitate cooperation, pride, trust and group identity
- Foster commitment and team spirit
- Offer support for others' ideas and proposals
- Be open with other team members about his/her concerns
- Share his/her expertise with others
- Acknowledge team members for their contributions
- Provide assistance to others when they need it
- Work for solutions that all team members can support
- Effectively persuade and influence team members to achieve goals
- Resolve confrontations and disagreements constructively
Accountability - Holds self-accountable for measurable high-quality, timely, and cost-effective results.
Able to:
- Facilitate between own functional area and areas below or above in the work stream as needed
- Set well-defined and realistic goals
- Comply with established policies and procedures
- Accept responsibility for mistakes
- Take ownership of successful outcome of work assignments/projects through collaborative efforts with team
- Minimize re-work
- Seek out learning opportunities
- Identify training needs and take action to obtain knowledge
- Persistently push self and others for results
- Help others
- Provide consistency between projects
- Allocate work were applicable
- Anticipate and adjust for problems and roadblocks
- Be enthusiastic for the things he/she sees as challenging
- Display a high level of initiative, effort, and commitment towards completing assignments
Company Business Knowledge - Understands the company, its products and the business processes.
Able to:
- Apply broad Reliance business knowledge and integrates it into optimal technology solutions for business processes
Communication - Ability to communicate effectively across all levels to support departmental and organizational objectives.
Able to:
- Clearly express information taking into account audience and nature of the information (for example, non-technical, sensitive, and controversial)
- Ask questions and summarize what was heard to prevent 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
- Share ideas and perspectives and encourage others to do the same
- Keep others informed of new developments
- Tailor communications to audience to have the desired effect
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
- Guide others toward goal accomplishment
- Consider and respond appropriately to the needs, feelings, and capabilities of different people in different situations
- Share best practices and processes
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