IT Systems Engineer

Summary

The Systems Engineer position is pivotal in managing customer experience in a medium-sized business with over 30 subsidiaries supported by one shared IT service. The short-term scope of responsibilities begins with endpoints, device management systems, software, data security, and patching. The position will grow into a generalist engineering role in Tier 3. You will work with other Tier 3 leaders of people and technology systems to design and implement system changes. Working cross functionally with the Infrastructure Systems Architect, the ideal candidate will have a strong background in IT disciplines necessary to make long-term product roadmaps, communicate and collaborate on the planned solutions, and connect strategy with tactical plans. Experience in ITIL (change control, configuration management, service management, problem management, project management), and stakeholder engagement are important. You will find yourself as a technical leader in the service organization, taking in escalated incidents and problems, and managing change requests that may be necessary. This position is required to operate with minimal supervision through effective communication, collaboration, critical thinking, and accountability. We will rely on this person being results oriented and having high interpersonal intelligence.

Responsibilities :

• Endpoint Lifecycle Management : Fully responsible for the lifecycle management of all 500 endpoints, including selection of endpoint standards based on use cases, scheduled deployment, ITAM, maintenance, and scheduled decommissioning.
• Software and SaaS Lifecycle Management : Primary owner of all user-facing SaaS applications, including day-to-day functionality, upgrades / updates, authentication, data management, etc.
• Product and Portfolio Management : Oversee the product portfolio related to user-facing ecosystem, ensuring alignment with organizational needs and industry standards. Collaborate and make decisions with owners of adjacent systems. Manage vendors in conjunction with purchasing team. Grow into more systems and take ownership.
• Configuration Management : Create, implement, and enforce standards. Then develop, implement, and maintain configurations to ensure optimal performance and security.
• Patching and Updates : Manage the patching process for all adjacent devices, ensuring timely updates and compliance with security policies.
• Policy Development : Create and enforce policies related first to endpoint management, then additional user-facing technologies. Ensure consistency and compliance across the organization.
• Empower Decision Making : Lead others at all levels of the organization by challenging ideas, gaining buy-in, prioritizing, goals, and selling internally.
• Project Management : Lead and manage projects from planning through execution and maintenance.
• Collaboration : Work closely with other IT teams and stakeholders to ensure seamless integration and operation of user technology ecosystem. Ensure business needs are met, and IT communication is strong and timely.
• Root Cause Analysis and Support : Provide advanced troubleshooting and support for hardware and software-related issues, ensuring minimal disruption to end-users. Engage with users and stakeholders. Primary focus is upskilling tiers 1 and 2 through training and leadership.
• Delegation : Creation of new processes, KBs, and procedures for Tiers 1 and 2 support teams.
• Measurement : Drive your own accountability and that of the team around you to accomplish organizational objectives.

Soft Skills

Accountability - being ready for measurement, changes of plans, and ownership of individual and team technical performance

Skills and Experience :

5 years of experience in system administration / engineering or a similar role in medium / larger enterprise with complex and distributed workforce

ITIL Framework training and / or certification

Education :

Working Conditions :

This role usually spends most of their time in an office with a clean, well-lit, and comfortable environment. However, support of general issues may require assignment between two Milwaukee locations.