Senior IT Systems Engineer

Senior IT Systems Engineer

The Senior IT Systems Engineer (SSE) serves as a lead technical expert in system administration for complex and enterprise-level operating systems. The Senior SE recommends and oversees the configuration of operating systems and system applications, investigating and analyzing feasibility of system requirements, developing system specifications, and identifying advanced methods and solutions to ensure a high level of service to the customers of Columbia Association's (CA) Information Technology (IT) division.

Essential Duties

• Effectively participate in all aspects of design, development, testing, and implementation of all internal and external system features for the organization on an as-needed basis
• Provide expert-level customer support to address and resolve complex customer issues with efficiency and within CA's guidelines
• Resolve product or service problems by clarifying customer concerns, determining the cause of the problem, selecting and explaining the best solution to solve the problem
• Fully document solutions to issues in CA's Support Hub/knowledge base using the established CA criteria
• Lead one or more architecture assignments in close collaboration with the CA strategic partners and personnel to manage the deliverable schedule accordingly
• Ensure that all aspects of the architecture are driven by the business goals of the organization, with requirements managed consistently, effectively, and strategically
• Present the strategic benefits of adopting a consistent architectural approach
• Assess requirements and present system engineering-based recommendations that are in line with the strategic CA IT vision for the enterprise and wider best practice
• Ensure that the various views comprising enterprise architecture are consistent and coherent, developed at an appropriate level of detail, and that changes are controlled to maintain consistency
• Advise on and participate in the governance processes established to ensure that the enterprise architecture delivers the desired benefits to the organization
• Serve as a subject matter expert for architectural frameworks, methods and tools
• Advise and assist CA personnel and external partners' personnel in any architecture disciplines
• Ability to lead large and complex enterprise projects, ensuring strategic alignment and successful delivery within scope, time, and budget
• Support Microsoft Intune and IT Asset Management systems
• Demonstration of aptitude and commitment to continuous learning and upskilling, in alignment with departmental expectations for all team members

Additional Duties

• Effectively facilitate installation of all updates and patches to CA systems in a timely yet tested/secure manner
• Effectively plan and facilitate any other ongoing CA system support both on-site and with all CA's facilities
• Effectively assist as a technical resource with all general support and infrastructure problems and projects
• Monitor and maintain CA's enterprise systems and solutions as assigned
• Ensure testing includes requisite quality assurance metrics in accordance with CA's standards
• Under the guidance of CA IT Network Manager, monitor and maintain CA's network and infrastructure
• Monitors and maintains a comprehensive set of performance metrics for all system features
• Maintain an up-to-date knowledge of best practices, policies, and technical specifications for endpoint computing and server hardware
• Interact with team members in developing new service programs and in efficiently providing services offered
• Perform helpdesk duties including Call Center responsibilities & trouble ticket completion at all levels but with specific focus on Tier 2 & Tier 3 escalations
• Support audio/video systems and solutions
• Manage vendor relationships, contracts, solicitations and performance

Requirements

Experience

• Strong technical and analytical background and experience in desktop/server configuration and integration - sufficient to allow for performance as single technical security support or as a lead in a security systems team
• Experience providing technical support to mid to large size organizations (500+) utilizing ERP solutions

Education

• Bachelor's degree in computer science, relevant software engineering experience or related field, or equivalent combination of education and work experience

Certification

• ITIL 4 Foundation – required
• Smartsheet Product Certified - preferred
• Smartsheet Systems Administrator - preferred
• Certified Scrum Master – preferred
• Microsoft Certified: Azure Solutions Architect Expert - preferred
• Microsoft Certified: Windows Server Hybrid Administrator Associate - preferred

Knowledge, Skills, and Abilities

Problem Solving

• Demonstrated skill in problem solving and troubleshooting computer hardware, software and network connectivity
• Experience as primary technical support contact for a client
• Demonstrated skill in prioritizing tasks that are mission critical enterprise wide.

Communication/Professionalism

• Ability to support all user levels and provide direct support to key CA stakeholders including senior management and Board officials.
• Demonstrated excellent technical and non-technical communication skills, both written and orally
• Significant, demonstrated experience providing technical customer support on the phone, online, and in person
• Ability to work independently and as part of a team providing timely, high-quality services.
• Ability to maintain confidentiality when accessing records for business needs
• Ability to adequately report project status, activities and achievements to a senior-level audience on a regular basis

Technical Skills

• Experience in migration planning, systems upgrade planning, and with enterprise support tools
• Cisco Meraki knowledge is a plus
• Advanced Azure AD knowledge is required
• Experience with modern QA methodologies, tools and processes