Sr. Systems Engineer

The Tier 3 System Engineer will have a good understanding of the software and hardware products used by the company and the end-users, as well as experience with customer relationship management (CRM) systems, helpdesk software, and remote support tools. The Operations Technical Lead should possess a level of communications polish to effectively engage with both technical and non-technical users, as well as collaborate with other members of the IT team. The Operations Technical Lead should demonstrate strong leadership skills and the ability to motivate and manage a team of Tier 1& Tier 2 helpdesk technicians. The Systems Engineer role supports multiple, major Operations initiatives and the successful candidate is expected to have the wherewithal to prioritize, over-communicate, plan and tightly coordinate with a variety of stakeholders, while driving day-to-day ticket closure to meet or exceed established SLAs. A high level of emotional intelligence, awareness, and ability to rapidly “read the room,” is critically required to understand and adapt to a wide variety of personalities to draw the “best” out of teammates to get work done. Remote work is available for a substantial portion of this role. Some onsite presence may be required from time to time, and the exact schedule will depend on project and organizational needs. Responsibilities: - As a Tier 3 Engineer, provide technical guidance to an Operations team mainly comprised of Tier 1 / Tier 2 Techs - Provide direct assistance to end-users, engaging with customer satisfaction and efficient troubleshooting/ensuring the successful completion of implementation projects. - Demonstrated strong business process analysis and business analysis capabilities, specifically transforming requirements into actionable next steps. - Collaborative approach to develop and nurture new relationships with several external customers and stakeholders. - Manages IT Infrastructure with experience in the following technologies: - Disaster recovery - Backups - O365 - InTune - AVD - SCCM - Hyper-V - ESXi - VDI - AWS - Azure - Axonius - IT Storage (SAN) - SolarWinds - Experience with network administration (e.g. performing firmware upgrades on Cisco switches and routers- iOS) - Extensive experience actively using ServiceNow IT Service Management - Assist Operations Manager with active Operations projects - Assist in implementation of Ops Security Compliance aligned to all IT assets - Experience as an advisor in a Federal Agency environment - Understand technical aspects of Operations to manage troubleshooting, solutioning, etc. - Experience developing policy, procedure and SOP documentation - Provide oversight for software/patch management tools such as System Center Configuration Manager (SCCM) - Responsible for design, implementation, daily operations and maintenance of Microsoft SCCM at the enterprise level. - Experience with centralized and automated methods for software distribution, operating system deployment, reporting, and logging. - Extensive experience with break-fix to maintain IT equipment and IT service uptime. - Responsible for installing, deploying, and managing Microsoft enterprise services software such as Active Directory, Dynamic Host Configuration Protocol (DCHP) and Domain Name System (DNS). - Experience with SQL and/or database administration support and PowerShell knowledge Soft Skills: - Inherent experience with collaborating with cross-functional teams within the organization, and other offices to ensure the integration and compatibility of network solutions with other IT systems and applications. - Strong “solutions-oriented” and collaborative mindset to drive solutions and execution for the good of the mission and team. - Excellent written and verbal communication skills; ability to understand and effectively communicate technical concepts in a compelling, persuasive manner to non-technical persons. - Excellent ability to interact skillfully and diplomatically with numero…