Tire 3 Windows Support

Skills

1. Provides senior level Tier 3 technical infrastructure support services for issues elevated from the Support Center and other Technical Services groups. Ensures reliable operation of production. Diagnoses and troubleshoots availability interruptions and other production issues. 2. Plans and coordinates enterprise-wide infrastructure projects with other IT and client teams. Communicates with teams to keep them apprised of status and issues. Contacts vendors to resolve technical issues. 3. Tests installs and migrates software patches upgrades applications and/or hardware. 4. Develops technical standards. Tests and evaluates IT vendor products. 5. Writes documentation including project plans installation procedures and troubleshooting tips. Creates diagrams including technical topology. 6. Maintains monitors and tunes Production system and applications performance. Debugs source code and performance problems and/or provides debugging assistance to developers. Identifies opportunities to improve system and applications performance (e.g. automating manual system tasks). 7. Trains and mentors’ staff. Resolves complex issues elevated from staff with less experience. 8. Adds updates and closes IT Problem Management database records. Researches and resolves complex issues and reviews related technology records to mitigate impact on assigned system. 9. Reviews numerous IT knowledge repositories to update technical knowledge. 10. Learns and understands client area business functions and requirements. Has the ability to determine the appropriate technical tool to address the client's business needs. 11. Thoroughly understands and complies with IT policies and procedures especially those for quality and productivity standards that enable the team to meet established client service levels. Thoroughly understands and complies with Information Security policies and procedures and verifies deliverables meet Information Security and VSA requirements. 12. Participates in special projects and performs other duties as assigned.

Description

Provide senior level Tier 3 technical support and engineering for complex projects and to ensure reliable operation of the production environment.

To monitor, troubleshoot, and install software/tools operating on one or more systems.

To plan and coordinate enterprise-wide IT infrastructure projects. To develop technical standards and documentation.



The successful candidate will provide senior level Tier 3 Windows technical support and engineering to ensure the reliable build and operation of the production environment. They will have the opportunity to support major GTO initiatives in collaboration with the other Platform, Infrastructure, Security, and Network teams. They will be proactive in identifying opportunities for improvement, particularly in the area of automation. The candidate will be knowledgeable and forward thinking in order to support the organization’s goal of risk avoidance and resilience.

Responsibilities

• • Managing infrastructure incidents to resolution within the required OLA.
• • Processing infrastructure requests for service within the SLA.
• • Establishes and ensures standards compliance, Corporate security, policy/procedures
• • Exploring the use of new technologies to improve the service the team offers.
• • Evaluates the organization's existing infrastructure technology and researches and analyses trends.
• • Develops detailed project plans and tracks project progress.
• • Implements changes to the infrastructure technology that enhance its reliability and efficiency.
• • On call rotation required, some nights and weekend work may be required based upon business needs.

Experience Requirements

• • Undergraduate degree in a related field or the equivalent combination of training and experience.
• • Five years' experience in technical specialty, including one to two years' hardware/software configuration and troubleshooting experience.
• • Strong analytical and problem-solving skills.
• • Strong written and oral communication skills.
• • Advanced knowledge of the following product support practices and concepts:
• Windows system build design and administration
• Windows scripting languages (e.g. PowerShell, Windows Scripting Host, Batch files)
• Management of Active Directory and Group Policies
• PKI and MS Certificate Authority experience
• DR strategies is a plus
• Full project delivery life cycle
• IT service level agreements
• Performance monitoring, tuning, and debugging
• Software and peripheral installation
• Network protocols (e.g., TCP/IP and ACCP)
• Process/product testing and verification
• • Advanced knowledge of one or more IT platforms or products:
• Windows 2012, 2016, and 2019
• Active Directory 2012
• PowerShell DSC
• Windows Admin Center
• Microsoft System Center Suite (SSCM, SCOM, Orchestrator)
• VMWare/vSphere