Systems Engineer

Systems EngineerThe Systems Engineer is a resource that provides Traffic Management System support to projects company-wide. Support includes onsite client support and external client computer systems at End Client facilities or located within the client's facilities. This role is responsible for ensuring end-users effectively utilize End Client products and programs without interruption. The Systems Engineer will continuously identify areas of improvement and contribute solutions, and is responsible for computer application availability, hardware and software upgrades, troubleshooting, documentation, and user support. Fully remote role.Most Important Work Tasks: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.Responsible for training 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.Additional Responsibilities: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, as appropriate, to better support and suggest improvements to the client.Experience Competencies:Excellent oral and written communication skills.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.Qualifications: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.Education Requirements:BS degree or 3+ years of additional equivalent technical training/relevant experience.