Sr. ICT, Customer Support, Epic

Job Description

A Senior ICT, Customer Support 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 Technology Enablement team, the role will be responsible for planning, developing, installation, configuration, auditing, and maintenance of corporate 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 users to do their work effectively.  The engineer is responsible for diagnosing and resolving performance issues to ensure optimal performance and reliability.  He or she will also be accountable for planning updates and maintenance of hardware and software resources to mitigate limitations and combat obsolescence. Consultant, ICT Technology Enablement employees combine their technical skills with their leadership abilities.

Duties and Responsibilities

• Architect, plan and implement internal infrastructure projects
• Develop roadmaps for infrastructure upgrades and automation
• Investigate, troubleshoot, resolve support incidents involving our 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
• Diagnose and resolve network issues (e.g. LAN access)
• Plan, design, implement and troubleshoot network devices such as network cards and HBA’s, managed switches, wireless access points, firewalls and routers
• Participate in installs, moves, adds, and changes to network and systems access
• 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 company wide IT infrastructure audits to establish a roadmap using current and future researched technology
• Research and recommend improvements to the corporate infrastructure that follow industry and vendor best practices
• 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
• Administer and maintain backup systems and processes and perform regular backup, replication and disaster recovery tests
• Manage and maintain user access in various infrastructure systems
• Act as a technical resource/consultant during other projects as required
• Escalation point for all Internal service issues
• Provide mentorship/training to the rest of the team

Primary Qualifications

• Professional level certification in any of the following: NCM-MCI, MCSA, MCSE, CCNA, ITIL, Microsoft 365 Certified: Endpoint Administrator Associate
• Working knowledge of virtualization technologies including vSphere, vCenter, Hyper-V, Nutanix, Microsoft 365. Experience working with vSwitches, iSCSI/NFS, HA, clustering.
• Working knowledge of Active Directory administration, SCCM, WSUS, group policy, RDS, MS SQL, DHCP, DNS.  Experience with Linux is a bonus.  
• Working knowledge of MS Exchange, O365.
• Knowledge and understanding of Microsoft 365 licensing.
• 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.
• Experience with Connectwise, Connectwise Automate, or Service Now

Preferred Qualifications

• University or College degree, or an acceptable combination of education and relevant experience.
• Minimum of 3+ years of industry experience
• CompTIA A+, CompTIA Server+ or CompTIA Network+
• Datacenter Administration

Requirements

• A Valid Drivers License and vehicle
• Travel as required