Job TitleStrong experience delivering and supporting technology solutions for client computing and collaboration initiatives Ability to identify, design, and deploy technology and process solutions for business capabilities Deep technical understanding with the ability to translate into design and implementation for complex infrastructure environments Experience in incident resolution and proactive patching of hardware and software assets Ability to consult on solution design and implementation with other Systems Engineers Ability to balance support, design, and implementation responsibilities Ability to stay current with industry changes and evolving technologies Strong alignment with organizational principles and standardsResponsibilitiesProduction Support Provide 24×7 global support of critical systems in a rotating on-call environment Act as an escalation point in incident resolution, leveraging predefined work instructions for issue remediation Lead investigation and root cause analysis (RCA) for incidents Act as an escalation point for provisioning scripts requiring correction or consultation on fulfillment methodologies Engage with vendors as needed on complex incidents within the domain Systems Documentation & Knowledge Management Update knowledge base and support WIKI articles based on identification of new processes (with review by senior staff) Perform troubleshooting, audits, and system health queries via custom scripts or performance monitoring software Provide input in crafting user guides, job aides, and support training of team members Systems Lifecycle Management Assist in scoping, testing, and validating execution of patching and updates for OS, firmware, or software components, including hardware replacement coordination Provide guidance on bug fixes or critical updates and assist with coordination and implementation KPI Reporting & Analysis Assist in gathering metrics reporting with guidance from management or senior staff Support identification and prioritization of remediation efforts for recurring issues Assist in ad?hoc reporting, including trend analysis of recurring incident types Collaboration & Service Management Collaborate with other technical service teams to manage, maintain, and resolve complex IT services Participate in resolving cross-domain infrastructure issues Technical Service Ownership Act as an escalation point for troubleshooting performance issues and outages, and proactive problem identification and remediation