Description:
The Consultant, ICT Systems Engineering at Epic is responsible for timely and effective resolutions to end-user productivity issues as they relate to IT-serviced computer operations. As part of Epic’s Managed Services team, the Consultant will be responsible for delivering managed services to our portfolio of customers ranging from small business to international enterprises. They are responsible for planning, developing, installation, configuration, auditing, and maintenance of client hardware, software and any related infrastructure. This includes the creation of all plans for ensuring functionality, data consistency, security and usability of systems aligned with the organization’s priorities and enabling clients to do their work effectively. The Consultant is responsible for diagnosing and resolving performance issues to ensure optimal performance and reliability. They will also be accountable for planning updates and maintenance of hardware and software resources to mitigate limitations and combat obsolescence. In this role, employees combine their technical skills with their leadership abilities.
Duties And Responsibilities
- Resolve end-user IT problems, such as software and configuration issues
- Investigate, troubleshoot, and resolve support incidents involving our client’s infrastructure. This includes server hardware, virtualization, routing and switching, NAS/SAN storage, backup infrastructure, security (includes Antivirus, intrusion prevention), and client application support. The work requires the role to be a mixture of on site and remote effort
- Provide one-on-one end-user support and problem resolution via telephone, e-mail, and other vehicles of communication
- Accurately log tickets and resolutions into service desk software management system; maintain vigilant maintenance of this process
- Ability to work independently, prioritize existing tickets, and proactively determine which issues require additional attention or need to be escalated to the rest of the team
- Prioritize service tickets according to severity
- Document and audit all service events and create detailed documentation and reports as required
- Implement an infrastructure maintenance routine which includes checking logs, backups and infrastructure resources for problems
- Complete IT infrastructure audits to establish a roadmap using current and future researched technology to be the client trusted IT advisor
- Research and recommend improvements to the client’s infrastructure that follow industry and vendor best practices
- Provide specifications for new infrastructure
- Develop, administer, and maintain policies and procedures for ensuring the security and integrity of all systems
- Test and install issued patches in conjunction with software providers and vendors or other third parties
- Perform hardware and software upgrades and lifecycle management
- Administer and maintain backup systems and processes and perform regular backup, replication and disaster recovery tests
- Apply automation and scripting to streamline system administration and deployment tasks
- Manage and maintain user access in various infrastructure systems for our clients
- Act as a technical resource/consultant during other projects as required
- Escalation point for all Managed service issues
- Provide mentorship/training to the rest of the team
Qualifications
- Minimum of 5+ years of industry experience, preferably in a Managed Services environment
- Professional level certification in any of the following: VCP, MCSA, MCSE, CCNA, CCNP, ITIL
- Working knowledge of virtualization technologies including vSphere, vCenter, Hyper-V. Experience working with vSwitches, iSCSI/NFS, HA and clustering.
- Working knowledge of Active Directory administration, WSUS, Microsoft Defender for Endpoint, group policy, MS SQL, DHCP, DNS. Experience with Linux is a bonus
- Working knowledge of Workspace ONE UEM
- Working knowledge of PowerShell scripting and PSAppDeployToolkit
- Working knowledge of networking technologies including configuration of firewalls, routers, intrusion detection and protection, switches, access points, Site-to-site and client VPN, dynamic routing, VLANs, DNS, DHCP
- Extensive Knowledge of Configuration Manager
- Extensive experience with iOS/iPadOS, Android and Windows device management using Microsoft Intune
- Experience with 1E Tachyon, 1E Shopping and HP Web JetAdmin
- Experience with Connectwise, Connectwise Automate, or ServiceNow
- Excellent verbal and written communication skills, strong organizational and analytical skills
- Ability to work independently as well as part of the team