Systems Engineer Resident (Night Shift)

Job Description: Wanted: A Midnight Manipulator of Cosmic Conundrums(Also known as a Reactive Services: Engineer Resident: Night Shift) EMBARK ON YOUR JOURNEY We invite you to join Entara and start your journey with us as a Reactive Services Engineer Resident. Entara's Managed Services Department and our Reactive Services team is the lifeblood of our organization and plays an integral role in the daily IT operations for a variety of different business landscapes 24x7x365. They are a team that remediates fires, jumps through technical hoops, and identifies opportunities for advancement. The changes they implement, the tools they leverage, and the systems they fine-tune enable us to deliver superb results at lightning speed. Our Night-shift Engineer Residents will be tasked with being the primary resolution resource for after-hours support, changes, and maintenance. Whilst preventing fires through proactive monitoring and management of multiple client infrastructures, they never shy away from employing creative troubleshooting when the flames are blazing. They have a knack for infrastructure, efficiently maintaining client environments, and juggling service requests and high-priority problems with a professional flair. Our ideal candidate takes immense pride and ownership in everything from the smallest change to strategically reviewing repeated issues and escalating improvement measures. Being a primarily solo role, they have a specific rhythm that keeps them on task and in charge of all the processes simultaneously executing in the wee hours of the morning. Simply put, this role is vital to our success and not just any night owl will do. Are you the fire-fighting technical connoisseur we've been looking for? WHAT YOU'LL BE DOING Night Shift Reactive Services Engineer Residents are primarily responsible for providing support to Entara's clients calling in with systems & network support issues, as well as addressing issues generated by our monitoring systems. A typical evening will revolve around maintenance tasks and after-hours management of incoming issues and alerts, whether they are generated by our monitoring tools or via a user calling into the service desk. Routine tasks involve leveraging diagnostic tools and employing a mastery of desktops & hardware to address client requests, troubleshoot issues through to resolution, deploy approved changes to infrastructures, and maintain necessary documentation standards. While Night Shift Reactive Engineer Residents primarily work on the "manage and maintain" aspect of client support, they will also be responsible for uncovering & executing proactive tasks to ensure all IT Systems & Networks are operational and secure. Our Night ShiftEngineer Resident will report to the Reactive Services Manager.Understand the LandscapeUnderstand current client SLAs, parameters and delivery, keeping your eyes open for continuous delivery opportunities.Review & reference logical diagrams, familiarize yourself with client specific requirements and processes – be acutely aware of the environments you manage.Stay aware of open vendor and client issues. Research historical performance (by user and by client), to ensure the solution we're applying isn't just a band-aid solution. Identify and escalate problem tickets to employ solutions.Work closely with fellow teams on remediation should issues arise.Follow Entara configuration standards to ensure client systems are following best practices.Review IT publications and online materials to remain up-to-date with current and future technologies emerging in the industry.Manage to Near-Perfection Proactive Maintenance of both physical and virtual systems, including but not limited to: Desktop Systems & ApplicationsServersStorageCloud ApplicationsCreate and complete approved change requests.Follow established procedures to capture required information and update documentation as needed.Support Technology Work through a daily schedule in ServiceNow that has been established through the dispatch process.Answer after-hours phone calls received through the Entara Service Desk line.Provide support and management of desktop systems & applications, servers, storage, databases, networks, and cloud-based systems.Investigate issues and perform advanced systems troubleshooting in the following areas: Microsoft related technologies: Windows Server, Exchange, SQL, SharePoint, etc.Virtualization technologies: VMware and Microsoft Hyper VRemote access solutions: VPN, Remote Desktop and Citrix.Managed email experience: troubleshoot bounce-backs, SPAM, and transmission issues. Configure webmail.Basic network troubleshootingProvide mobile device support, including Apple, Android, and Windows devices.Action and troubleshoot security alerts, following established processes, and escalating to Security On-Call when resolution paths have been exhausted.Communicate with clients as required: keep them informed of Incident and Request progress, notify them of impending changes or agreed outages.Update ServiceNow time entries, work notes, and expenses in real-timeEvolve & EscalateRespond to transitioned requests, taking ownership of assigned issues.Understand when you need to escalate an issue to the on-call staff.Call attention to opportunities for improvement in process and Entara's ticket management methods.Identify and document patterns of escalation.WHO YOU ARE: REQUIRED SKILLS AND EXPERIENCEYou're a knowledge seeker. Regardless of method, you have obtained and exposed yourself to knowledge centers that have qualified you to troubleshoot a variety of computing issues. You have a minimum of two years experience as an outside support resource, or three years working as internal support. You ideally have a degree in a relevant field or you're actively working toward completion of one. CompTIA and Cisco certifications are a definite plus.You have a basic understanding of networking principles, including: Client-server networking, switching, and the Alphabet Soup of TCP/IP—DNS, WINS, DHCP, VPN, routing and internet.CAT5/CAT6 wiring, including wireless security and client configuration, and network firewall and security technology.Entry-level knowledge of Active Directory, with the ability to perform basic user-account administration tasks.Our ideal candidate has former experience working within a Service Desk and is comfortable with the rhythms of phone based, remote support and maintaining high-levels of client satisfaction in a ticket based environment. We additionally desire an individual who has previously worked within a service delivery environment and who has and experienced success within extended shifts and overnight support.You're getting to be the grease monkey of the IT environment. You have a firm understanding of desktop hardware, the ins-and-outs of servers, and operating systems. You can use hardware diagnostic tools to address operating systems issues. You have a solid understanding of standard employee productivity suites—Microsoft Office/Outlook, and you fully understand mobile device configurations and support.You are gaining knowledge in managing cloud-based infrastructure, specifically leveraging Azure and/or AWS.You understand that maintenance tasks are key to smooth operations and you carry them out consistently. You're capable of monitoring and trouble-shooting backup software, reviewing hardware monitoring tools, and trouble-shooting the fundamentals.When the baby gets sick, you know what to do. You have corporate anti-virus software experience, as well as experience removing viruses and spyware.You're developing a specialty within systems support, and constantly keep striving for ways to apply that knowledge further. The key to excellence and evolution--not to mention a fulfilling life—is continual learning. You consistently seek out opportunities to learn and pack a bigger punch the next time a similar issue rounds the corner.You're available to work nights and yes, these regularly include weekends—Entara provides live coverage 24x7 just like a hospital does. We are looking for that rare breed that thrives more at midnight than at midday. You enjoy the ability to focus on your work, while relishing the increased responsibility you hold while maintaining and managing the full breadth of services offered to our clients. You are an effective hand-off and take the time to transition to day-shift, teeing up your teammates for success.Current Shift Expectations: New hire would map into Rotation 2 after initial training. In June | December scheduled days swap with other Night Shift engineer6:00pm – 6:00am CST, 12-hour shifts on assigned days: ROTATION 1: Sundays, Mondays, Tuesdays, and every other WednesdayROTATION 2: Thursdays, Fridays, Saturdays, and every other WednesdayYou have a dedicated, private space for a home office and already have in place a reliable, private internet connection with at least 50MBPS bandwidth. Public wifi and shared common spaces do not meet these standards. Entara will supply you with the other necessary tools and hardware to complete your tasks remotely.WHO YOU ARE: PERSONALITY-WISERight Brain, Left Brain OS: You're a little bit of a fanatic when it comes to correctly implementing known solutions, but you've got a streak of Potter-ish ingenuity when something weird comes along. You break problems down, using a logical process of elimination to solve them. But you pay attention to intuitive inspiration.Persnickety: You follow complex, detailed instructions for complex, detailed tasks. Again, you avoid even thinking, "That's good enough."Bilingual in English and Tech-speak. You understand what the problem is, even when the person calling is 404, technically speaking. While they're talking, you're thinking technologically, assessing and solving their issue, then translating the solution into English before communicating it to the end-user. In other words, you speak the mainstream language recognized by Muggles.Self-Directed and Self-Driven: You'd label yourself as a hard charging, self-motivated individual. You don't need a drill sergeant barking you orders to spur yourself to action. You are constantly on the lookout for issues requiring your attention and aren't afraid to call in the troops to combat an issue that is bigger than you can handle solo.Resilience of a rubber band: You don't snap when stretched to your limits by panicked, frustrated and/or irate users who probably tried to solve the problem themselves before calling the Service Desk and are therefore operating on their last nerve. You have the temperament of a Zen monk on a Rocky Mountain high.Appetite for learning: You're always reaching for the next apple on the knowledge tree, as well as the last piece of pizza in the box. Learning is its own reward—but it also helps when you have your eye on a job in the next tier. You like working in a managed-knowledge organization that promotes from within as you gain experience.Persistent, but not stubborn: You're more focused on our clients' success than being the genius who solves each issue. While you're not one to give up on a problem you know you can solve, you are self-aware and recognize when it's time to escalate to a higher tier. Next time, you'll have the solution at hand.You play fair. You live by all those early childhood lessons about treating people with respect, keeping your commitments, listening to the views of others, resolving conflict through negotiation, communicating clearly, and contributing to a positive team effort. You place team success above your individual interests.WHO WE ARE Founded in 2001, Entara is an eXtended Service Provider (XSP) focused on providing cutting edge technology and cyber security solutions to companies in regulated industries. With our roots in providing service to the electronic trading market, we are known for growing with the pace of technological change and the developing security needs of our clients. We are redefining ourselves - and our industry - and creating a new class of service providers, XSPs, because we recognize that MSPs and MSSPs are no longer what our clients need. Downward pressure from both regulators and insurance providers convinced us that it was time to integrate our IT and cyber security offerings and deliver strategic, future facing solutions for our clients. In order to build, maintain, and optimize these types of solutions, we need high-performing, highly-collaborative teammates who are excited to join in this journey with us. There are several reasons why employees love being a part of the Entara team. We've been recognized as one of Chicago's Best and Brightest Companies to Work For since 2017. We are a remote-first workplace. We seek to build a team that's brought together by more than just skills, but who embrace a personal-alignment to the values that precede the work we deliver: Empathy, Excellence, Execution, and Evolution. If this sounds like you, let's connect and discover if we have the foundation to build something great together. WHAT YOU GET IN RETURN As an employee at Entara, you will have a direct impact on our operations, our clients, and your fellow EntaraCorps members. Because of that impact, you get our respect and gratitude for the role you play in making Entara the best it can be. We consider mentoring and participating in the continual learning of others to be absolutely essential for both you and your co-workers. To reflect our commitment to our employees, we offer unlimited PTO, remote-first work, 401k matching, paid parental leave, employee outings (virtual and in person), reimbursement for approved seminars, conferences, and certifications, and 100% employee premium coverage for medical, dental, life, and disability insurance….and that's just the tip of the iceberg.