Systems Engineer 2

Performs regular administration and conducts basic performance trend analyses and server capacity. Performs system configurations and backups with minimal guidance. As assigned, implements monthly, quarterly, or hotfix patches to address security vulnerabilities or bugs. Resolves standard customer system issues and implements and documents technical solutions.

Qualifications

Minimum Job Qualifications
Education and/or Experience:
5 years of experience in computer network administration, database management, systems architecture, systems administration, or related field

OR

Bachelor's Degree in information technology, computer science, engineering or related field AND 1 year of experience in computer network administration, database management, systems architecture, systems administration, or related field.

Job Skills:
Customer Service Demonstrated ability in or knowledge of customer service, including identifying and resolving customer needs and handling sensitive situations with diplomacy.

Preferred Job Qualifications
Education and/or Experience:
6 years of experience in computer network administration, database management, systems architecture, systems administration, or related field

OR

Bachelor's Degree in information technology, computer science, engineering or related field AND 2 years of experience in computer network administration, database management, systems architecture, systems administration, or related field

OR

Master’s Degree in information technology, computer science, engineering or related field

Responsibilities

Key Responsibilities

System Installation & Configuration – Software Administration:

-          Maintains operating systems to ensure effective installation and performance as instructed.

-          Assists in the administration of middleware products in environments.

-          Begins to support the deployment, maintenance, and operation of internal applications as needed.

-          Performs regular administration and conducts basic performance trend analyses and server capacity to ensure service performance meets standards.

-          Builds working knowledge of application monitoring tools to ensure efficiency.

System Installation & Configuration – Installation and Configuration:

-          Installs and configures servers, cloud infrastructure, and assigned software and environments.

-          Performs system configurations and backups with minimal guidance to ensure optimization of server infrastructure.

-          Supports hardware maintenance, auditing, installation, and provisioning as necessary.

System Installation & Configuration – Identity & Access Management:

-          With minimal guidance, administers access privileges in the identity and access management system to ensure accurate access to IT resources.

-          Assists with monitoring user activity in the identity and access management system and reporting on system activity.

Service Lifecycle Management – Batch Processing:

-          Monitors the batch process to ensure the updates are applied and escalates any issues that arise.

-          Implements batch management with some guidance to configure jobs and job streams, define dependencies, and report job performance.

Service Lifecycle Management – Security Maintenance:

-          Follows existing procedures to provide assurance that compute and storage devices are secure.

-          Monitors and evaluates high-level service and infrastructure dashboards and identifies anomalies.

-          As assigned, implements monthly, quarterly, or hotfix patches to address security vulnerabilities or bugs.

Service Lifecycle Management – System & Security Improvements:

-          Implements enhancements to improve the performance reliability, and security, of systems and environments with guidance.

Incident Management & Support – Incident Management:

-          Supports the end-to-end incident management lifecycle to ensure systems are stable, secure, and performing accurately.

-          May participate in incident review meetings to understand and provide some feedback for operational performance and solution implementation.

-          Engages with cross-functional teams (e.g., Development, Cloud Engineering, Product Engineering, other IT teams) to support implementation and/or resolution for incidents, risks, or migrations.

Incident Management & Support – Technical Support:

-          Regularly monitors the production environment by checking system error logs and monitoring ticket queues.

-          Adheres to team schedule to contribute to ongoing technical support and service objectives.

-          Resolves standard customer system issues and implements and documents technical solutions.

Incident Management & Support – Backups and Disaster Recovery:

-          Builds working knowledge of systems to perform standard backup, restore, and disaster recovery processes.

-          Participates in disaster recovery drills to ensure preparedness and compliance.

-          Supports implementation of disaster recovery solutions to ensure preparedness and regulatory compliance.

Communication & Documentation – Technical Communication:

-          Begins to communicate technical information to both technical and nontechnical personnel.

-          May serve as a technical liaison and provide domain-specific knowledge to select projects, programs, and activities.

Communication & Documentation – Documentation & Reporting:

-          Maintains documentation on ticket updates, code contributions, infrastructure, configurations, processes, and procedures (e.g., Disaster Recovery plans, Standard Operating Procedures, Corrective and Preventative Action Plans).

-          Helps generate weekly and monthly reports on system performance and incident progress to support operational and management outcomes.

-          Performs quality checks of technical documentation.

Additional Responsibilities (as needed)

Cloud Infrastructure Support:

-          May collaborate with DevOps and Site Reliability Engineer (SRE) teams to provide support for large-scale infrastructure with guidance.

-          Implements continuous integration and continuous deployment (CI/CD) pipelines with guidance.

-          Performs patching and version upgrades with guidance to support cloud infrastructure.

Automation:

-          Troubleshoots standard issues with automation tools, agents, and other connectivity to 3rd party applications.

-          Provides support for cloud technologies as needed.

Core Responsibilities

Planning & Execution:

-          Tracks timelines with minimal supervision, ensuring work is completed in a timely manner and is in alignment with project requirements.

-          Prioritizes and adjusts work as resources or timelines change, with some guidance.

Collaboration & Partnership:

-          Collaborates within a team to better understand expectations and achieve shared objectives.

-          Leverages a foundational understanding of business, stakeholder, and/or customer needs to build partnerships with limited guidance.

-          Actively listens and asks questions to enhance collaboration.

Problem Solving:

-          Identifies and addresses issues, escalating problems to senior staff as needed in accordance with standard procedures.

-          Compiles and reviews data and/or information from multiple sources to troubleshoot standard and non-standard errors.

Continuous Learning:

-          Seeks opportunities to gain knowledge and learn new skills and/or tools aligned with industry trends and best practices.

-          Utilizes feedback and training to improve skills.

-          Participates in a culture of continuous learning and knowledge sharing.

Continuous Improvement:

-          Implements updates to processes, protocols, and workflows to increase efficiency and effectiveness as directed with some guidance.

-          Contributes to ideation for future process improvements.

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