Senior Client Technology Engineer

JOB SUMMARY

The Senior Client Technology Engineer is responsible for the strategic lifecycle plan for all Client Technology and for providing expertise, guidance, and support for all user-facing technology.  

This position is accountable for the entire experience and satisfaction of all hardware and operating systems across the organization. These technologies include cross-platform operating systems, laptops, desktops, peripherals, printers, and mobile devices. In managing the end-user experience, the Client Technology Engineer is expected to design, install, maintain, and troubleshoot all Client Technology and associated deployment platforms. 

This position is also expected to maintain a high level of customer service by resolving customer support issues within SLA guidelines and with professionalism. It is imperative that this position always operates with the highest integrity and safeguards confidential information learned while performing assigned duties. 

ESSENTIAL FUNCTIONS

• Provide reliable technology to Sun Country end-users to facilitate safe operations to our customers, meeting regulatory and Safety Management System requirements.
• Contribute to the analysis, design, testing, documentation, standardization, implementation, and support for all user-facing hardware and software.
• Design solutions for scalability, security, and supportability: improve performance, capacity, and availability while simultaneously achieving cost optimization.
• Provide top-tier support to mission-critical end-user and executive technologies through office hours and an on-call rotation.
• Provide hands-on subject matter expertise for desktop automation.
• Standardize image for each form factor to limit configuration drift.
• Work with stakeholders to maintain all images for Outstation Platforms.
• Administer and support all print server and printing hardware.
• Maintain precise hardware asset records in our established system of record.
• Continuously update and improve the accuracy of the CMDB in our established system of record.
• Improve the Sun Country Information Security posture and frameworks through supported technology.
• Continually pursue improved market knowledge and professional skills. 
• Regularly author Knowledge articles for both technical and non-technical audiences.
• Participate in and respond to Emergency Response drills and emergencies run by Sun Country and the Metropolitan Airport Commission.
• Strictly follow established ITIL repeatable processes – Incident Management, Change Management, Event Management, Problem Management (including Root Cause Analysis).
• Adhere to, promote, and advance SCA Security Policy, Standards, and Procedures.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

SUPERVISORY RESPONSIBILITY

None

QUALIFICATIONS AND EDUCATION REQUIREMENTS

• 5+ years of experience with desktop hardware and software configuration, administration, automation, and design
• 3+ years of experience with Microsoft SCOM, SCCM, and InTune
• Extensive experience troubleshooting desktop hardware and software
• Demonstrated experience creating and managing Windows images for automated mass deployments
• Demonstrated experience with PowerShell scripting
• Experience with mobile device management
• Experience with virtual desktop technologies such as RDS, WVD, Citrix and any associated hardware
• Experience with maintaining BIOS/firmware technologies
• Experience supporting multiple printing technologies, including print server platforms 
• Experience with performance management tools (Memory/CPU/disk space) and resolving related issues
• Familiarity with CMDB
• Understanding of security solutions and standards related to drive encryption and threat detection
• Understanding of inventory and lifecycle management strategies for hardware
• Effective interpersonal, verbal, and written communication skills
• Ability to receive and assimilate feedback in a professional manner
• Ability to present complex technical information in an easy-to-understand way to a variety of audiences

PREFERRED SKILLS

• Experience with ServiceNow
• Experience supporting and deploying on macOS, Linux and Unix operating systems
• Experience with PaperCut, YSoft Cloud, or Uniflow and printing hardware including laser printers, copiers, stationary and mobile thermal printers 
• Experience administering and troubleshooting O365, Active Directory, FSLogix, and SharePoint 
• Experience partnering with Financial Planning and Analysis partners in funding projects
• Experience with Airwatch/WorkspaceOne

WORK ENVIRONMENT

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, and filing cabinets.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; use hands or fingers, handle or feel; and reach with hands and arms. The employee is occasionally required to sit; climb or balance, and stoop, kneel, crouch, or crawl. The employee must frequently lift and/or move up to 15 pounds, occasionally lift and/or move up to 25 pounds, and with assistance may be asked to occasionally lift and/or move up to 100 pounds. The employee must be able to move empty and full pallets using both powered and un-powered pallet jacks weighing up to 2000 pounds. Employee must occasionally be able to operate portable powered tools. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

ADDITIONAL NOTES

N/A

AAP/EEO STATEMENT

It is the policy of Sun Country Airlines to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law.

OTHER DUTIES

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.