Job Title: IT Engineer II
Location: Plano, TX / Reston, VA
Job Type: Complete Onsite (Rotational Shifts)
Key Responsibilities:
- Provide support for complex or specialized application or infrastructure tasks, incidents, changes, and requests.
- Good communication skills (oral and written).
- Attention to detail and ability to multitask.
- Knowledge and use of ticketing systems.
Knowledge of:
- Unix/Linux Cloud services (Amazon) Proficiency in running incident calls with up to 25 people.
- Managing incident data using tools like SharePoint and Confluence.
- Experience in managing helpline numbers.
- Experience troubleshooting and managing triage calls with cross-functional teams.
- Use of Office products (Excel, Word, Outlook).
- Perform and manage production support tasks requiring IT expertise and knowledge of business processes.
- Manage and resolve incidents utilizing knowledge articles and prior experience.
- Execute changes based on instructions or knowledge base.
- Monitor and execute production processing as per requests or run books.
- Perform proactive monitoring of systems and applications.
- Lead and manage triage efforts for incidents with potential business impact.
- Communicate, coordinate, and work with other groups to ensure production environment availability.
- Manage troubleshooting calls with cross-functional teams.
- Use tools, dashboards, and command-line for troubleshooting.
- Engage and escalate as necessary to expedite recovery and minimize impact.
Top 3 Must-Have Skills:
- Use of tools such as xMatters, Everbridge, and direct phone calls as needed.
- Proficiency in Office products (Excel, Word, Outlook).
- On-call 24x7 primary support.
Education/Experience:
- 1-3 years of IT and Cloud support experience.
- Bachelor's degree or equivalent training required.
