Internal IT Infrastructure Support Engineer III

Description

Position Summary:

The Internal IT Infrastructure Support Engineer specializes in service and support for Heartland Business Systems and Heartland Label Printers team members and internal IT systems. This role ensures all the IT systems that support each business function, efficiently. Additionally, the Infrastructure engineer may also support and develop specific platforms and will concentrate on unifying communications, messaging, and identity toward a seamless user experience. This role will work directly with Internal IT Support Engineers and end users to troubleshoot and resolve complex IT related issues.

Roles and Responsibilities/ Essential Functions:

• Manage the planning, design, and implementation of infrastructure projects.
• Daily administration of Internal VMWare environment including resource management and performance monitoring.
• Daily administration of O365 environment.
• Daily administration of Exchange environment including account creation, mailbox and group administration, and patch management.
• Daily administration of end user utility servers (print servers, critical systems servers).
• Daily administration of Active Directory including account creation and termination, access rights management, group policy management and account administration.
• Daily administration of server and data backups including job monitoring, troubleshooting and data restores.
• Daily administration of network infrastructure including Meraki wireless network.
• Daily administration of building access security system including card account creation, manage and monitor area building access within the security system, card termination and replacement.
• Coordinate and execute patching and hardware maintenance for internal server systems.
• Analyze and recommend process and system improvements to resolve recurring user issues and to facilitate company needs.
• Internal Project coordination, development, and execution. Including Server and Enterprise Software upgrades, new technology implementation and process improvements.
• Work with Internal Systems and Support Manager to assist with departmental issues and concerns.
• Mentor and train the Internal IT Support Engineers.
• Analyze and troubleshoot IT related issues and apply understanding of computer software and hardware products and services to resolve end user problems.
• Work with Internal IT Support Engineers to determine the nature of problems, formulate a diagnosis, and assist with problem resolution.
• Utilize available resources to research issues and find solutions. Available resources include, but are not limited to, the Internet, product documentation, and co-workers.
• Provide recommendations for replacement of hardware/software that is beyond its lifecycle.
• Provide expertise and support for operation of new systems or procedures.
• Receive and manage support requests from users having problems with computer software and/or hardware or inquiring how to use specific software, electronic mail, or operating systems.
• Some after-hours and weekend work will be required.
• Other duties as assigned.

Requirements

Competencies:

• Accountability - Ability to accept responsibility and account for his/her actions.
• Accuracy - Ability to perform work accurately and thoroughly.
• Adaptability - Ability to adapt to change in the workplace.
• Autonomy - Ability to work independently with minimal supervision.
• Communication - Ability to communicate orally or in writing clearly, concisely, and efficiently.
• Customer Oriented - Ability to take care of the customers’ needs while following company policy.
• Detail Oriented - Ability to pay attention to the minute details of a project or task.
• Efficiency – Ability to perform tasks and resolve issues in a quick and timely fashion.
• Enthusiastic - Ability to bring energy to the performance of a task.
• Goal Oriented - Ability to focus on a goal and obtain a pre-determined result.
• Honesty / Integrity - Ability to be truthful and be seen as credible in the workplace.
• Organized - Possessing the trait of being organized or following a systematic method.
• Presentation Skills - Ability to effectively present information publicly.
• Prioritization – Ability to prioritize tasks based on levels of importance or criticality.
• Research Skills - Ability to design and conduct a systematic, objective, and critical investigation.
• Time Management - Ability to utilize the available time to organize and complete work.
• Working Under Pressure - Ability to complete assigned tasks under stressful situations.

Required Experience: