Endpoint Systems Engineer

Description

Job DescriptionUnder limited supervison, this role is responsible for providing analytical, operational, engineering and architectural support for the endpoint and helpdesk teams while also participating in projects and operational managed service programs of increasing complexity. The role is required to prepare and independently execute project, program and operational deliverables as directed by management. The role includes moderate levels of mentoring and coaching of third party SMEs toward Waddell & Reeds' goals and objectives. Assignments will vary in focus covering all ETS (IT) projects, programs and operations.Collaborate with company executives to develop corporatewide employee policies to ensure limited impact to employees while ensuring cybersecurity, regulatory and legal requirements are met.Outline project tasks and deliverable timelines for companywide new product implementations; complete tasks as dictated by a project managers Work Breakdown Structure (WBS).Develop software code, using PowerShell and VBScript, which collects data for the purposes of logging, monitoring and troubleshooting application use and issues.Create and maintain technical policies, procedures and operational process documentation to provide direction and instruction to helpdesk staff.Evaluate, customize and maintain systems including testing new releases; monitor and assess operating efficiency, analyze performance and tuning.Be aware of evolving technologies and make recommendations for new systems; develop and/or purchase systems to optimize service and staff performance.Ensure service level agreements are met by helpdesk support, endpoint technicians, and telecommunications and network vendors; make improvements to increase service levels.Provide new employee onboarding training; assist in the creation of basic IT training materials and tools to assist help desk and endpoint in providing support needs.Work collaboratively with thirdparty managed service providers to strengthen the technical skills and enhance the relationship in order to provide seamless support and limit impact to the user community.Understand the full suite of infrastructure technologies networking, servers and endpoint devices applications and software in order to provide day 2 troubleshooting and resolution of complex problems to prevent further issue escalation. An example of the technologies includes Windows Operating Systems XP, Win7 and 2010MS Office multiple versions including o365Active DirectoryMultiple CRM systemsInteractive Voice Response (IVR) SystemsRemote Support softwareNumerous proprietary applications relevant to the financial industry e.g. Bloomberg, Docupace, eMoney, etc.Backup/recovery softwareSecurity products antivirus; intrusion detection, etc.Printers, copiers and fax machinesAdapts to changes in the work environment; manages competing demands; able to deal with frequent change, delays, or unexpected events.