On-Call End User Computing Engineer 3

QUALIFICATIONS:

• Bachelor’s degree holder
• 5-7 years of systems or infrastructure engineering experience.
• Prior experience in a technical leadership or SME capacity is desirable.
• Advanced knowledge of Windows systems and infrastructure (Windows servers, AD, DNS, and DHCP).
• Demonstrated experience in enterprise identity platforms (Entra ID/Active Directory) and public cloud (AWS and/or Azure).
• Experience in managing and supporting Microsoft 365 services (Exchange Online, SharePoint, OneDrive, and Microsoft Teams).
• Experience managing and supporting third-party and SaaS-based services (e.g., Saviynt, ChatGPT Enterprise, Claude AI).
• Knowledge in incident management, service request fulfillment, change requests, and major incident management.
• System installation and troubleshooting experience.
• Advanced understanding of system and problem management tools.
• Advanced knowledge of scripts for automation.
• Knowledge of virtual server environments and thin clients.
• Knowledge of system recovery procedures.
• Good oral and written communication skills.
• Ability to quickly learn and apply enterprise AI tools and technologies to support technical workflows and business objectives

ACCOUNTABILITIES:

• Demonstrate thorough understanding of major system components in completing assigned tasks (e.g., Windows infrastructure, AD, DNS, DHCP, Microsoft 365, AWS, and/or Azure, Microsoft 365).
• Leading a team of technical resources on team initiatives, projects, optimization, and operations.
• Diagnose problems with application programs, common systems, or systematic questioning techniques.
• Configure controls; install or troubleshoot systems within multiple system environments.
• Provide prompt recovery and problem escalation using multiple system management and problem management tools.
• Partner closely with development groups, support groups, and vendors to coordinate and communicate/escalate problems as appropriate to meet assigned deadlines.
• Assist in daily support of the systems/products assigned, through early detection and pursuit of changes in system responses or operation.
• Work closely with support groups to refine system monitoring and reporting, and to assist them in their analysis and problem recovery.
• Apply problem-solving skills in multiple operating environments to support assignments involving the execution of a series of related tasks.
• Diagnose system performance problems.
• Perform online system functions to assist with tasks encountered in the execution of daily responsibilities such as utility functions and editing of files.
• Develop lists/scripts for execution of commonly used processes and automation of simple tasks.
• Manage incident response and major incidents.
• Proper implementation of team changes and service requests.
• Proper creation, execution, documentation, and closure of tasks, changes, and requests.
• Participate in an on-call rotation, supporting escalations and providing after-hours support as needed.
• All other duties as assigned.









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