Infrastructure Engineer

About this role:

We are seeking a skilled and proactive Infrastructure Support Engineer to join our Physical Access Controls team. In this role, you will contribute to the delivery and operational support of end-to-end physical access solutions. Responsibilities include test planning and execution, first-level network and hardware troubleshooting via our hotline, and resolving implementation tickets for our physical access endpoints. You will manage incident and problem resolution for physical access control technology (PACT) applications (Lenel OnGuard, Traka Web Web, Idemia MorphoManager, and Parabit), ensuring SLA compliance and coordinating remediation efforts. The role also involves cross-team collaboration with internal stakeholders, vendors, and project teams, as well as supporting business continuity and recovery testing. You will assist in infrastructure installation, configuration, patching, and vulnerability management, including coordinating JIRA releases and managing exception processes. Ideal candidates will have experience with enterprise-level environments, security systems support (Lenel OnGuard preferred), Agile project management, and tools such as ServiceNow, JIRA, and Confluence. Certifications in Lenel and Azure, along with familiarity using AI tools like Microsoft Copilot, are highly desirable.

In this role, you will:

• Support initiatives that deliver workable end to end infrastructure solutions
• Participate in test planning and execution
• Communicate with end users to provide timely and accurate information and status updates
• Design, build, enhance and integrate the infrastructure required to support various platforms and our business portfolio
• Troubleshoot and resolve tickets during implementation of store networks
• Troubleshoot and resolve first level network and wireless issues
• Present recommendations for resolving ticket requests, and exercise some independent judgment while developing understanding of the process, policies and risk controls
• Collaborate and consult with peers, colleagues and managers to resolve issues and achieve goals
• Interact with internal customers

Infrastructure Incident and Problem Management - (50% of time.):

• Ensures all proper processes and procedures are being followed for endpoint support of PACT applications (Lenel, Traka Web, Morpho Manager, and Parabit).
• Ensure SLAs are being met for endpoint support.
• Investigate complex issues and delegates the remediation items to the team.
• Support helpdesk line for PACT related break/fix issues.
• Support testing and programming efforts in Lenel for new site installations and restacks.

Cross Team and Business Partner Communication and Coordination (20% of time):

• Coordinates regular calls with Security software and hardware vendors.
• Coordinates ad-hoc calls with Security integrators.
• Attends calls with Corporate Properties and Corporate Security Project Teams to review status and JIRA tickets.
• Assist in supporting Business Continuity and Recovery testing efforts.

Infrastructure Installation, Patching, Projects, and Vulnerability Management (30% of time):

• Assists with the planning and coordination of JIRA releases across teams and business partners, including the release of new hardware, firmware, and software versions.
• Ensures that all remediation plans and communications are made within define timeframes.
• Creates and manages exception process when no remediation option is available.

Required Qualifications:

• 2+ years of Technology Infrastructure Engineering and Solutions experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
• 2+ years of System support analysis experience managing security equipment (Lenel OnGuard preferred)
• Certification from 1 or more physical access control technologies (e.g. AMAG, Lenel OnGuard, PicturePerfect, etc.)
• 1+ years directly supporting end users or field system integrators via ticketing system, helpdesk, or other method.

Desired Qualifications:

• 4+ years of systems support analysis experience with security equipment (Lenel OnGuard preferred)
• 2+ years of experience working in managed services
• 2+ years of experiencing working in an Agile Project Management environment.
• 2+ Experience supporting an enterprise-level environment, including production support of a 24x5 application.
• Experience in Wells Fargo internal technology tools such as ServiceNow, JIRA, Confluence, DBS30, BAM, etc.
• Ability to interact effectively with both technology engineers and senior management
• Strong troubleshooting experience, including basic SQL knowledge
• Strong verbal, written, and interpersonal communication skills
• Certification as a Lenel Systems Engineer (for PACT)
• Cloud Certification – Azure preferred
• Experience leveraging AI tools for deliverables - e.g. Microsoft CoPilot, Gemini, ChatGPT, etc.

Operational support of the Wells Fargo Physical Access Control Technologies (PACT) team.This involves supervising the resolution of escalated support tickets, migration of new firmware packages into production, providing oversight for an 24x5 operations team.The teams supports incident and problem management, endpoint and application configuration, and hardware (controllers, badge readers, Interface boards, etc.) lifecycle management.Remediate exceptions, issues, and vulnerabilities related to PACT.

Some after hours and evening/weekend support required to support conversion events.

Posting End Date:

*Job posting may come down early due to volume of applicants.

We Value Equal Opportunity

Wells Fargo is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other legally protected characteristic.

Employees support our focus on building strong customer relationships balanced with a strong risk mitigating and compliance-driven culture which firmly establishes those disciplines as critical to the success of our customers and company. They are accountable for execution of all applicable risk programs (Credit, Market, Financial Crimes, Operational, Regulatory Compliance), which includes effectively following and adhering to applicable Wells Fargo policies and procedures, appropriately fulfilling risk and compliance obligations, timely and effective escalation and remediation of issues, and making sound risk decisions. There is emphasis on proactive monitoring, governance, risk identification and escalation, as well as making sound risk decisions commensurate with the business unit’s risk appetite and all risk and compliance program requirements.

Candidates applying to job openings posted in Canada: Applications for employment are encouraged from all qualified candidates, including women, persons with disabilities, aboriginal peoples and visible minorities. Accommodation for applicants with disabilities is available upon request in connection with the recruitment process.

Applicants with Disabilities

To request a medical accommodation during the application or interview process, visit Disability Inclusion at Wells Fargo.

Drug and Alcohol Policy

Wells Fargo maintains a drug free workplace.  Please see our Drug and Alcohol Policy to learn more.

Wells Fargo Recruitment and Hiring Requirements:

a. Third-Party recordings are prohibited unless authorized by Wells Fargo.

b. Wells Fargo requires you to directly represent your own experiences during the recruiting and hiring process.