Genesys Systems Engineer supporting routing, IVR, and omnichannel contact center technology. Helping Forward Financing, a fintech lender, optimize customer and agent experiences.
About the role
- IT Systems Engineer at Partner One, resolving network and software issues while maintaining IT and Security systems. Collaborating with the team to support cloud-based solutions and infrastructure management.
Responsibilities
- Troubleshooting network and software issues.
- Installing, configuring, and maintaining software and hardware-based IT and Security systems.
- Supporting all cloud-based SAAS and PAAS solutions.
- Understand the organization's IT and Security challenges, IT & Security strategy, and testing and ensuring proper and secure functionality of IT Systems.
- Investigation of security events and incidents
- Resolution of service requests, incidents, and problems
- Identification and remediation of vulnerabilities
- Coaching staff on newly developed hardware and software systems
- Testing, troubleshooting, and configuring software, hardware, and network systems both on-prem and within cloud hosting environments.
- Experience with IAC (infrastructure as code) methodologies utilizing tools such as Terraform, Ansible, Docker, etc
- Scripting experience with languages such as; powershell, Bash, Python, etc
- Work in Data Center to bring servers and switches online
- Perform regular inspections and reporting of all critical infrastructure systems (HVAC, Electrical, Fire)
- Support the Systems & Infrastructure Lead with data center rack and server layout and capacity & growth planning.
- Provide on-site support in the Data Center during incidents, RMA, project, and maintenance activities
- Provide tier II support for data and network systems infrastructure
- Provide planning and vendor oversight for network change activity
- Deploy and maintain hardware onsite including; Physical servers and storage appliances, network hardware, and power equipment i.e. UPS
- Maintain inventory of all hardware
- Deploy and maintain new data center infrastructure
- Diagnose the root cause of technical issues in the data center
Requirements
- Minimum of 3 years experience in a varied IT System Management role.
- Experience following change management and similar ITIL best practice
- Excellent written and verbal communication skills in English, other languages are a plus.
- Experience managing and configuring various hypervisor technologies including; Hyper V, Open-Stack and vSphere.
- Experience managing and supporting users on Microsoft Azure, Amazon AWS and IBM cloud.
- Strong knowledge of security technologies, including NGFW, WAF, IPS, EDR, NDR, AV, MDM, MFA, SIEM, email security, patch management, vulnerability management and vulnerability scanning
- Demonstrable passion and enthusiasm for security, including the ability to keep current with the latest threats, technologies and trends.
- Beneficial Qualifications: CCNA, ITIL, IBM, MCDST, BICSI
- Experience working in a Data Center environment or similar
- Ability to pass required government security clearance
- Experience in a raised floor enterprise-scale data center is a plus
- Ability to accurately maintain documentation, spreadsheets, technical schematics and diagrams
- Experience in structured cabling, both fiber and copper
- Experience in repair/replacement of computer/server components and hardware
- Ability to work in a physically demanding setting
- 2nd line level experience managing, Windows and Linux based server operating systems
- Basic understanding of AC/DC power principles, data center power distribution and data center best practices
- Must exhibit excellent written and verbal communication skills in English
- Must be a proactive, self starter eager to learn and show initiative.
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