IT System Engineer

POSITION SUMMARY

The IT System Engineer will be responsible for strategically supporting the organization’s IT networking, communications infrastructure and systems. Additionally, managing the Help Desk Portal and all associated Service Desk/ Helpdesk resources (human and system). The IT Specialist will be responsible for the identification/escalation of business critical issues to IT Management, analyzing the problem’s root cause, diagnosing level 3 technical issues, recommending solutions and managing records of customer requests.

KEY ACCOUNTABILITIES

• Responsible for ensuring full and consistent network availability (disaster recovery, business continuity).
• Research, evaluate and implement of strategies/new technologies to keep up to date with Industry trends and advancements.
• Perform and/or support after hour / weekend activities as and when business needs necessitate (scheduled OR emergency).
• Deliver assigned project deliverables OTIF whether assigned as Lead or team member.
• Lead engagement of support teams and lead the troubleshooting of identified issues (VPN, Proxy, firewall etc.)
• Manage helpdesk requests and ensure assignment within noted SLA to IT resources based on skills matrix ensuring to escalation where resources are over or underutilized.
• Manage the Service Desk and all associated Service Desk/ Helpdesk resources (human and system).
• Manage investigation and closure of incidents/ problems with the assigned technical resources and follow up for closure on Helpdesk system.

EDUCATION & QUALIFICATIONS

Bachelor's Degree in Information Technology or completed Degree(s) from an accredited institution that are above the minimum education requirement.

TRAINING

Proxy Services
Ether channel, STP, VPN (Site to site and remote access).
Juniper or Cisco Switch, Router & Firewall configuration and Network / Infrastructure Security.
OSI Layer 2-3 Routing and switching (Cisco, Juniper).

Strong level of experience in networking and telecommunication.
VMware Administration
Working knowledge of VMware, vSphere.
Windows 2016 Hyper-V
Windows 2016 Active Directory Domain Services

EXPERIENCE

• Minimum 5 years of IT experience with at least 4 years in advanced troubleshooting and support in an enterprise environment.
• Experience or working knowledge with SysAid will be considered an asset.