Overview
Enghouse Systems is a publicly traded, global software company. Our IT department is looking to hire a Systems Engineer which provides 2nd tier escalation for our frontline helpdesk staff as well as playing an active part in developing, refining and documenting continuous improvement initiatives, repeatable processes and procedures for managing the IT infrastructure environment globally.
Reporting to the Corporate Infrastructure Manager, this role is a hybrid position that requires attendance at the Reading office once a week.
Responsibilities
* Serves as an escalation contact point for hardware and software issues related to the IT infrastructure environment. A responsibility of this role is to be ready to receive and troubleshoot escalated support requests through the global helpdesk ticketing system, to a timely and successful resolution.
* As required, this role will work with other senior IT staff to architect and develop the ongoing success of the IT infrastructure in Enghouse data centers.
* Also as necessary, this role will also provide ongoing support to the company’s acquisition integration work.
* On a weekly basis, through the outputs of the IT Helpdesk software, and other reporting tools, this role shall evaluate, analyze and report statistics related to; ticket levels, support incidents and resource utilization which will lead to making recommendations to resolve these issues and prevent ongoing issues reoccurring.
* Educates the business on issues related to best practice, lifecycle management and preventative ongoing maintenance on their use IT systems.
* Internal IT support services are unpredictable, and global. This role encompasses systems that span the globe. While the team is also global, issues can arise at any time and as such, this role maintains flexible working hours as required by IT management.
* Participates in projects and acquisitions with other functional groups as required; participates in short and long-term corporate network planning and product selections.
* Performs and assumes other duties and responsibilities as required.
Qualifications
* Strong analytical skills necessary to develop and maintain ongoing performance levels of the infrastructure.
* A minimum of 3 years working with Microsoft technologies and Hyper-V or VMWare visualization environments.
* A minimum of 5 years exposure to a Microsoft Windows technical support and TCP based network environment.
* Systems administration experience in a corporate environment.
* Strong interpersonal skills: possesses a strong customer satisfaction attitude.
* Ability to effectively communicate both in writing and orally with all levels of internal users, including executive management.
* Strong time management skills: perform a variety of tasks and assignments simultaneously.
* Be a team player within a global structure.
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