It Support Engineer I

IT SUPPORT ENGINEER I

1.0 Corporate Job Title

IT Support Engineer I

2.0 Reporting Relationships

The Network / Infrastructure manager, IT Director

3.0 Position Summary

Provide technical support for both hardware and software issues our users encounter

Manage the configuration and operation of Camin employee computer operating systems

Monitor the system daily and respond immediately to security or usability concerns

Respond to and resolve help desk requests. Upgrade systems and processes as required for enhanced functionality and security issue resolution, administrate infrastructure, including firewalls, databases, malware protection software and other processes. Setup networks, from cabling to configuration of devices. Review application logs. Install and test computer-related equipment. Associate or higher degree in a related field. Extensive experience with VMware. Extensive experience setting up Audio Video systems and Teleconference rooms. Maintenance of Meraki systems and Firewalls. Knowledge of system vulnerabilities and security issues. Ability to respond to help desk requests after hours based on call Schedule. Responsible for the day-to-day management of lab hardware, workstations, AD updates for Camin. Responsible for implementing system level security policies such as password requirements, virus protection, email encryption and mobile device management. Responsible for availability, performance, and security of the server infrastructure. Work effectively as a team member with co-workers and customers, setting the example as a role model and mentor for others. Be accountable for and manage all assigned tasks and projects. Create detailed status reports for tasks assigned. Must be organized and detail oriented. Must be able to use SharePoint and have thorough understanding of versioning. Must provide detailed reports to reporting Manager/Director or Project manager. May need to do tasks for connections and setup of apps for Cumin’s interface with external client apps.

4.0 Minimum Requirements

• Understanding of Cloud, private network, backups, and recovery a plus.

• Understanding of network and system administration windows, azure cloud environment, ideally mixed

• Excellent with use of SharePoint and document versioning

• Understands system administration concepts and techniques and has working knowledge of specific IT infrastructure disciplines which could include hardware, software, databases, networking, installations, backups, etc.

• Good communication, organizational, analytical, documentation and troubleshooting skills.

• Able to identify issues and perform basic level troubleshooting techniques with little direction from manager or peers.

• Hands on experience of general network infrastructure technologies Cisco, Meraki, TCP/IP, DNS, DHCP, WAN/LAN

• Experience with AV systems – building security, security camera connections, setup, and Teleconference rooms

• Experience with troubleshooting issues in area of work

• Excellent interpersonal and written communication skills

• Ability to work closely with other IT staff and end users to resolve issues in a timely manner.

• Experience in monitoring networks, firewalls

• Experience in user provisioning in O365

• Plan, Co-ordinate and apply firmware updates on a scheduled or Ad-hoc basis

• Perform root cause analysis and provide recommend remediation for any network

• Solid verbal and written communication skills

• Self-Starter – works with minimal direction.

• Good time management skills.

• Understanding and knowledge of the general software development life cycle.

• Strong analytical thinking and process understanding.

• Solid understanding of quality test planning and execution techniques.

• Experience with PowerShell, ITIL processes

• Travel as required within and outside of USA

• The associate must frequently move up to 10 pounds and occasionally move up to 100 pounds.

• Associates degree in MIS or other majors supplemented by appropriate Experience or Certifications

• At least Associates degree supplemented by appropriate Experience and Certifications

5.0 Fitness for Duty – Physical Demands

• Refer to Appendix 1 of Section 2.1.2a of the Safety Manual, Medical Evaluations for details on Fit for Duty – Physical Demands for this position.

• The ability to perform all tasks listed is a requirement for this job description

6.0 Responsibilities

• Provide Help desk support and resolve tickets within defined SLA.

• Troubleshot and resolve computer hardware and software issues.

• Install, maintain, and repair all computers and related hardware; install software.

• Ensures that repairs to equipment are handled in a timely manner.

• Desktop support.

• On Call, Off hours support

• Administration of IT infrastructure services such as O365, Domain controllers and Active Directory

• Install/configure IOS and Windows server environment / Application s/w

• Maintain and update inventory of Assets in the Organization

• Creating and maintaining AD user accounts, Scheduled Tasks, cleanup of AD

• Follow Camin Policies and processes

• Managing Systems and Monitoring and reviewing Security Logs and updating security patches

• Experience with network switching and routing, including implementation and troubleshooting of advanced routing protocols (BGP, RIP, OSPF, etc.)

• Deployment and troubleshooting of Cisco, Cisco Meraki Networking equipment

• Experience in troubleshooting of Wide Area Networking (DIA, Metro Ethernet, MPLS)

• Experience network security systems (firewall/IDS/IPS/IPSec VPN) – namely Sophos, Sonic Walls, Meraki systems, VPNs.

• Maintain internal messaging systems and user configurations

• Cloud-based application & environment administration

• Assists in disaster recovery planning

• Ability to collaborate with development teams and production support team in meeting deliverables from both a quality and schedule perspective for hardware and network related activities

• Setup and maintain documentation and standards

• Interacts professionally with all, including co-workers and other healthcare providers

• Help establish and implement policies, procedures, and technologies (including firewalls) to ensure server security.

• Conduct research on hardware and systems products to justify recommendations and to support purchasing efforts.

• Escalate appropriate issues timely following appropriate escalation protocols in Camin

• Maintain the company telephone systems

• Extremely accountable and detail oriented

• Take up and complete any task assigned by the manager or Director

• Integrate e-mail, print servers and their associated software into enterprise systems.

• Accepts additional assignments willingly.

• Resolve help desk tickets within SLA.

• Travel as and when needed for assignments within US and outside.

• Follow appropriate security and company procedures.

• Follow escalation hierarchy to escalate issues in a timely manner.