Job description
The System Services Team Service Delivery Engineer is primarily responsible for facilitating high level customer inquiries and improve our services to maintain customer satisfaction and retention of ECI’s Systems Services clients. The SST SDE must possess a strong, generalized IT skillset to diagnose, troubleshoot, and resolve a wide variety of technologies, specifically from alerts that are sourced from Windows Desktop and Server operating systems, network devices and circuits, environment monitors, and 3rd party monitoring systems. The POC must also have strong attention to detail, an excellent communicator, ability to work in a process standards driven framework, enjoy working in a fastpaced/high-volume environment, and exercise time management with precision.
JOB RESPONSIBILITIES:
Handle hierarchical and technical escalations and lead them to resolution via technical solutions
or collaborative approach.
• Formulate action plans based on client escalations and relay to managed services groups.
• Attend monthly client meetings together with Service Delivery to get clients’ feedback of ECI’s
services
• Support SST Leadership in coaching, performance reviews and performance improvement plans
in alignment to client-specific action plans
• Generate, monitor and implement prescribed KPIs and SLAs by ECI and report them accurately
to Managed Services leadership
• Generate reports and action plans for both internal teams and client deliverables
• Assist SST Leadership and Transition Management Team with the onboarding of new clients,
ensuring adherence to the transition sign off process
The SST T2 POC should also be able to perform engineer task such as:
Respond to and action alerts from centralized management system to maintain health of
platform
• Assist with troubleshooting monitoring agent issues
• Provide weekly status updates on outstanding tickets and current projects
• Troubleshoot, evaluate, track, and manage network problems and recommend best-practice
solutions while escalating to higher tiers according to NOC procedures
• Perform initial troubleshooting, problem analysis and isolation of network and system event
analysis in accordance with NOC incident management guidelines
• Understand and respond properly to escalation procedures
Provide quality, timely and accurate end-to-end support of all issues within functional area of
responsibility; this includes, and is not limited to phone, email and documentation/tracking of
the incident in the ticketing system
• Enter data into ticketing system accurately and completely to document problems including
diagnostic results, multiple product correlations, as well as escalation and repair performance
• Escalate outage events and/or impairments to appropriate individuals and organizations, when
not resolved in the prescribed amount of time
• Monitor and track scheduled system and/or network maintenance activities in applicable tools,
analyzing the duration and potential impact to customers, and ensuring they are consistent with
approved times for these activities
• Provide administrative bridge management and oversight during network events/outages
JOB REQUIREMENTS:
diploma or degree in the field of Computer Science or equivalent field and/or 4+ of experience with a minimum of 3 of end user support
Two to four of experience in supporting and troubleshooting a multi-server network environment
• Experience working directly with technical managers as well as technical end users
• Excellent communications and soft skills, including ability to listen to and summarize and concisely share key information with customers
• Ability to demonstrate managing multiple priorities and solve problems in a fast-paced environment
• Capable of multitasking in a high pace environment, effectively and efficiently
• Ability to effectively prioritize and execute tasks in a high-pressure environment
• Exceptional written and oral communication skills
• Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills
• Strong documentation skills
• Ability to absorb and retain information quickly
• Ability to present ideas in user-friendly language
• Highly self-motivated and directed
• Proven analytical and problem-solving abilities
• Exceptional customer service orientation
• Ability to demonstrate client sensitivity and empathy
• Ability to work both independently and in a team-oriented, collaborative environment
• Personnel excellence, accuracy, and Customer focused
• Sharp attention to detail: able to apply consistently throughout all aspects of the workday
• Follow directions process, yet can make judgment calls and be flexible
• Takes initiative and is proactive: able to note things that need to be done without being prompted and proactively address them
• Must be willing to backfill a Tier-1 engineer in the event of a Tier-1 Engineer’s absence
• Must be willing to volunteer for holiday shifts to maintain 24x7x365 coverage
TECHNICAL EXPERIENCE
Demonstrate intermediate knowledge in the support of servers, workstations, and related
components
• 2- of strong troubleshooting experience of Microsoft Exchange Environments
• 3-5 strong experience in managing, maintaining, and troubleshooting Windows Server
• 3-5 strong experience with Active Directory, DFS, LDAP, WMI, and SNMP
• Experience troubleshooting Cisco or Palo Alto Enterprise-level switches and firewalls
• Experience with performance monitoring, tuning, and troubleshooting
• VMWare experience or equivalent technology required
• Experienced with backup and recovery
• Microsoft certifications in Windows Server 2012+ and/or Exchange 2010+
Plusses:
o SAN experience, especially NetApp, EMC, EqualLogic, HP
o Unix/Linux experience
o Additional Microsoft certifications
o Financial industry related experience. This includes Reuters, Bloomberg, Thomson
One, NYFIX, Traders Console, Macgregor, Moxy, and Advent
WORKING CONDITIONS
Ability to work in an independent environment with moderate supervision
Ability to be flexible and successfully respond to multiple work pressures
• Sitting for extended periods of time
.
Originally posted on Himalayas
Who can apply
Eligible countries: United States. Accepted UTC offsets: UTC-10, UTC-9, UTC-8, UTC-7, UTC-6, UTC-5, UTC+14. Review the full description for employer-specific work authorization, residency and schedule requirements.