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IT Engineer, Sr.
Ref No.: 18-27783
Location: Andover, Massachusetts
Job Overview:
Provide technical and engineering support to all Site Technical Services (STS) Technicians, IT related support groups and all customers. An IT Engineer will offer support with higher level issues that require in-depth research, testing, and training. You will be responsible for managing individual STS related projects providing an Engineering level perspective which represents the best interest of STS. In addition to attending meetings on behalf of STS, you are expected to maintain project reports and keep management and related support groups apprised of current status. You are also responsible for providing guidance, training, and technical direction to lower level staff.
Minimum Qualifications:
Minimum of 6+ years prior computer/telephony installation, upgrade and repair experience required and 24 months as Senior/Specialist level staff member. Excellent communication skills required, (both written and verbal). Strong customer service skills are a must. Some certifications for specific tasks or critical mission will be required. In depth knowledge of QC internal policies and procedures are mandatory. 1) Assist fellow employees on the more complex technical issues. Provide solutions and escalate to outside IT groups when appropriate. Follow up with documentation of solution and submit to the entire STS team. 2) Identify areas of improvement needs. Establish and document procedures for these areas and implement the necessary training. Update established procedures to keep up with on-going changes. 3) Research and development of tools for future STS support needs. Assuring that STS is using the latest and most efficient troubleshooting and repair techniques for both the Telecom and Computer side. 4) Updating common STS procedures, assuring that we are meeting expectations of other IT support departments along with keeping STS standards updated. 5) Evaluates new computer/telephony HW and makes recommendations to IT management concerning the use/purchase of new computers, tools, and equipment. 6) Evaluate and test the latest images provided to STS. Make recommendations to improve the quality and overall stability of our image support demands. 7) Lead special projects (upgrade 25+ computers, re-image 25+ computer, etc), delegates project tasks to lower level staff members and ensures projects are completed according to schedule. 8) Work closely with Management on many IT projects that affect STS. Provide input to the external IT groups (attending meetings). Document and report impact to STS Management; providing suggestions and solutions on the affected STS support areas. 9) Develops and maintains specialized images, software, or tools. 10) Assists Server Administrators with server hardware and software installation and maintenance. 11) Must be available after-hours for on-call Tier 3 support. 13) Travel, domestically or worldwide for Field Service support is required and should be expected. 14) In addition to full server, desktop, (telephony and computer) and networking infrastructure support it is also required to concentrate efforts on learning to become a specialized Engineer either in Computer, Telephony, Networking, or Sys Admin. This will enhance his/her capabilities in all local, domestic and international issues, spanning from the MDF/IDF/Data Center to the desktop. 15) SMS Administration and UNIX Administration should be a solid part of the skill sets. She/he will be counted on to interact with other support groups sharing common or like technical disciplines. Web authoring and/or development will be strongly encouraged. A STS Engineer should have a comfortable grasp of CDMA technology.
Preferred Qualifications:
Experience working in a healthcare IT environment under HIPAA and/or GDPR controls. Knowledge of Computer Systems Validation (CSV) processes. 1) Base skill set is STS supporting laptops and applications for Engineering, Operations, and remote Sales personnel 2) provision Dell laptops w/ Capsules standard Windows images for new hires and tech refresh 3) Remote support using Bomgar 4) Zendesk incident management 5) SCCM admin 6) Configuration Manager 7) Data Protection Manager 8) Endpoint Protection 9) Operations Manager 10) Orchestrator 11) Service Manager 12) Virtual Machine Manager 13) Network 14) Wi-Fi AP configuration 15) LAN Switches, cabling 16) WAN VPNs, firewalls, routers and switches 17) Business Applications (ex. SaaS services admin unique to QCL/Capsule) 18) WebEx 19) Trello 20) Office365 Sharepoint, MS Teams 21) Master Control QMS 22) Cloud Infrastructure 23) Azure Virtual Machines 24) Azure Automation 25) Azure SQL
Bachelors degree in a technical field (e.g. Computer Engineering, Computer Science, Information Systems) OR Bachelors degree in a non-technical field (e.g. Business, Humanities, Marketing) and 1+ years IT-relevant experience OR High School diploma or equivalent and 3+ years IT-relevant experience. A+, multi-vendor hardware certification, working or completed MCSE certifications a plus.
High level support role - Sr title (4-8 yrs exp.)