IT Systems Engineer

Job DescriptionJob Description

DoveIT, a division of Dove Technologies, defines a DoveIT Systems Engineer as a project management and system administrator role-based IT-related position. This position is a salaried role, and includes evaluating, planning, scoping, designing, and deploying network, software, management, and hardware-based solutions for internal and client needs to be transferred and supported by DoveIT.
An IT Systems Engineer is responsible to organize, install and support Dove Technologies and clients IT systems. These include local area networks (LAN), wide area networks (WAN) and other data communication systems such as intranets or internet cafes within their organization. An IT Systems Engineer is responsible for managing, troubleshooting, and proactively updating hardware and software assets to prevent downtime or zero-day exploits from occurring.

Primary Responsibilities

• Install and configure hardware, network, virtual, and cloud solutions for core and critical use by Dove Technologies and clients
• Manage network, appliances, servers, and technology tools to provision and maintain solutions
• Set up account and device management solutions according to system and security standards, with routine auditing for out-of-scope configurations
• Monitor performance and maintain systems according to requirements
• Troubleshoot issues and outages that impact multiple users or sites
• Ensure security through access controls, backups, and network security management
• Test all security and backup solutions for integrity and functionality
• Upgrade systems with new releases and models as needed
• Develop expertise to train staff on new technologies
• Build internal documentation catalog with technical documents, processes used, manuals, and IT policies
• Serve as the escalation point for team members seeking technical assistance above their resources and knowledgebase
• Provide hardware and software support for endpoint devices such as desktops, laptops, mobile devices, and thin clients and their environment
• Monitor, configure, and maintain server roles, Line-of-Business Applications, advanced processes, and environmental configuration and deployment
• Troubleshoot networking and connectivity problems for client devices, site level issues, network hardware, firewall devices, and online resources
• Configure new systems and solutions according to standards, and provide basic documentation, implementation, and support for team members
• Install, configure, and maintain account and device configurations, providing best practices to settings, operating system environment, and software needs
• Troubleshoot an escalation, look for scope and impact of issue, and determine the best solution based to resolve for all affected users. Where available, design process to protect or detect future occurrences
• Document any process or workflow not currently in internal knowledgebase for assigned solutions, and adjust resources based on feedback, and the accuracy and thoroughness of existing documentation
• Review security of any resource or account addressed to conform to internal security expectations, and identify and remediate incidents when security standards are not properly followed, and adjust standards to encompass new information or solutions
• Guide the DoveIT team member through any configuration or problem-solving process for deployed solutions, and adjust training and implementation based on experience
• Communicate and escalate unresolved issues to the appropriate resource of support personnel
• Provide accurate information on abilities and expectations of services and solutions provided
• Keep an accurate record of all communication, attempts, and changes made in relation to a service request
• Follow-up and update user or team member with status and information relating to next steps and delays
• Review and pass on any feedback or suggestions by users or team members to the appropriate internal resource
• Identify and suggest possible improvements on DoveIT environment, workflows, documentation, and processes

After-Hours Responsibilities

As a salaried position, work responsibilities do occur outside of standard operating hours. To ensure balanced duties, job responsibilities outside of standard operating hours are limited to the following:

• Defined project or job responsibility that has been scoped and provisioned to utilize time outside normal business hours, as agreed upon by engineer and relevant parties. Scope and expectation must be set, and any addendums or additions must be validated and approved in writing via change notice.
• Scheduled maintenance, upgrade, or implementation of solutions and systems as prearranged by management, implementation teams, or defined by maintenance windows.
• Remediations in response to an identified issue that requires immediate action or emergency maintenance. This includes but is not limited to server restarts or reconfigurations that require downtime, network reconfiguration and testing, or other technical based activity that must be performed outside of standard operating hours in response to outage.
• Emergency Response to security or outage incidents that meet defined SLA for response, which is identified and agreed upon by all relevant parties.
• Available on-call rotation or other predefined role in the support and maintenance of Dove Technologies and client environments

Requirements

• Proven experience as a System Administrator, Network Administrator, or similar role
• Experience with databases, networks (LAN, WAN) and systems management
• Knowledge of system security (e.g., intrusion detection systems) and data backup/recovery
• Ability to understand and adapt scripts in PowerShell, VBS, Batch, Python, Perl or other
• Familiarity with various operating systems and platforms
• Resourcefulness and problem-solving aptitude
• Previous experience in IT support or other customer support role, with an advanced understanding of computer systems, mobile devices, and account management functionality and processes
• Ability to diagnose and resolve technical issues that may rely on log review and parallel functions, site or environment configurations, and experience looking for patterns to identify systemic causes to issues
• Proficiency in English, both in written and verbal communication, with priority on simple but professional interactions with users and team members, and informational understanding of other tier team members
• Excellent communication skills at helping non-technical contacts feel comfortable and informed with service process
• Self-motivated with attention to detail, able to focus on multiple tasks and prioritize response based on case need and severity
• Work as a member of a team, focused on collaboration and teamwork, with shared goals and elevation. Focus on helping other team members understand and support solutions. This is not a competitive environment
• Competent knowledge and ability to troubleshoot Windows, Active Directory, Azure AD, and non-central management environments for core functionality issues
• Competent understanding of networking concepts and configurations, such as DNS and DHCP, subnet/CIDR configuration, VLAN and static routing, DMZ and Public IP configurations, and how to adjust network configurations to impact device functionality
• Microsoft Active Directory, AzureAD, and standard Windows Desktop administration knowledge and experience
• Experience with Microsoft 365 administration, configuration, and support
• BSc/Ba in Information Technology, Computer Science or a related discipline or relevant experience

Optional:

• Professional certification (e.g., Microsoft Certified Systems Administrator (MCSA)) is a plus