Sr. Systems Engineer

Company Details

Company URL: https://www.berkleytechnologyservices.com/

W.R. Berkley Corporation is comprised of 60+ businesses alongside Berkley Technology Services (BTS) and other shared services groups.

Here at Berkley Technology Services, the core of our success is our people. Our teams bring their own unique perspective and experiences which enables us to translate the needs of our business to deliver adaptable, secure solutions while providing an unmatched user-focused experience.

Our tagline "Thoughtful Minds | Empowering Possibilities" was crafted with our own teams in mind. At BTS, our teams thrive in Berkley's decentralized model - leveraging the power of being part of a long standing, heritage brand with extensive expertise while innovation and being entrepreneurial is encouraged.

Internally, we operate as a relatively flat organization valuing communication and feedback. We pride ourselves in an open-door policy where no one is treated differently based on title, fostering a culture of trust, transparency, and engagement.

Mission (what we stand for): We Believe in the value of every voice, Translate needs into capabilities, & Secure the future of Berkley.

Vision (where we're going): Be the foundation of Berkley through adaptable solutions, resilient environments, and an unmatched experience.

Come join us as we push forward into the future of industry leading technological solutions.

Responsibilities

The Systems Engineer designs, implements, and supports enterprise collaboration systems across the Microsoft 365 ecosystem with a focus on performance, security, availability, and user experience. Reviews and provides feedback on business requirements to fully leverage collaboration technology to improve business functions. Defines standards and design patterns / paradigms for collaboration services within a team, including messaging, content management, Teams telephony and meeting rooms, identity, automation, and the Power Platform. Actively participates in the planning and implementation of collaboration systems and related services. Provides advanced troubleshooting for messaging, mail flow and security, identity, and collaboration application issues. Provides project architecture and oversight with in-depth technical expertise on collaboration initiatives. Assesses and recommends architectural designs/changes in response to business or technical drivers. Subject matter expert for collaboration technologies within the Infrastructure practice (e.g., Exchange Online, SharePoint Online, Microsoft Teams, Entra ID, and email security/compliance).

• Architect, deploy, and administer Microsoft 365 collaboration workloads, including Exchange Online, SharePoint Online, Microsoft Teams, OneDrive for Business, and Entra ID.
• Design and manage enterprise mail flow, mail routing, and email security/hygiene using Proofpoint, Exclaimer, and Retarus.
• Administer and support Teams Telephony (voice), Teams Rooms devices, and enterprise meeting room infrastructure.
• Design, architect, and support Amazon Connect (AWS Connect) cloud contact center solutions, including contact flows, call routing, queues, and integrations with business, identity, and reporting systems.
• Design, architect, and manage enterprise telephony with Microsoft Teams Phone (Calling), including voice routing, dial plans, calling policies, auto attendants, call queues, and emergency calling.
• Manage integrations with telephone service providers and carriers via Direct Routing, Operator Connect, and SIP trunking, including number management, porting, and provisioning, and serve as liaison to carriers for voice service issues.
• Administer secure and SMS-based messaging platforms, including AWS Wickr.
• Develop and maintain automation and scripting with PowerShell and Power Automate, and manage scheduled workloads through Tidal.
• Build low-code applications and reporting solutions with Power Apps and Power BI, and support adoption of Viva Insights and Microsoft Copilot.
• Manage data protection and backup for collaboration data using Commvault Metallic, and administer Exchange On-Premises (hybrid) and Windows Server as required.
• Lead compliance, monitoring, and auditing efforts using Microsoft Purview, Veritas eDiscovery, SolarWinds, and Trueview.
• Perform content migrations and lifecycle management with ShareGate, and maintain knowledge bases in Confluence.
• Manage incidents, problems, changes, and service requests in ServiceNow, and track project work in Jira.
• Serve as a Lead Engineer on collaboration engagements and work directly with Project Management, vendors (e.g., Microsoft), and customer teams.
• Serve as liaison to vendors to facilitate problem resolution.
• Provide mentoring, coaching, and guidance on BTS standards and quality expectations to Systems Administrators and employees entering the job family.
• Define standards, design patterns, and configuration policies for collaboration services, including mail routing, retention, security, and access.
• Ensure the integrity, security, and availability of all collaboration services in a highly available, 24x7 enterprise environment, and provide second- and third-level support.
• Manage end-user accounts, permissions, access rights, and storage allocations in accordance with best practices for privacy, security, and regulatory compliance.
• Document collaboration architecture and topology diagrams, develop technical documentation, and contribute to written proposals.
• Conduct research on emerging collaboration products, services, protocols, and standards.
• Maintain and continuously improve service performance, reliability, and security, including performance tuning and capacity planning.
• On-Call Rotation (PIC) is required

Qualifications

• Bachelor's degree in Computer Science, Information Technology, Information Systems, or a related discipline; equivalent experience and/or alternative qualifications will be considered.
• 7+ years of experience administering enterprise collaboration and messaging systems.
• Expert-level administration of Microsoft 365 collaboration workloads-Exchange Online, SharePoint Online, Microsoft Teams, OneDrive for Business, and Entra ID-for a minimum of 5 years.
• Strong experience with enterprise email security and mail flow technologies such as Proofpoint, Exclaimer, and Retarus.
• Experience administering Teams Telephony and Teams Rooms devices.
• Advanced competency in designing, architecting, and supporting Amazon Connect (AWS Connect) cloud contact center solutions, including contact flows, routing, and integrations.
• Advanced competency in telephony design, architecture, and management, including Microsoft Teams Phone (calling), voice routing, dial plans, and calling policies.
• Experience integrating with telephone service providers and carriers via Direct Routing, Operator Connect, and SIP trunking.
• Advanced PowerShell scripting and automation experience; working knowledge of Power Automate (Tidal job scheduling a plus).
• Experience with compliance, eDiscovery, and auditing tools such as Microsoft Purview and Veritas eDiscovery.
• Experience with backup and data protection for collaboration data (e.g., Commvault Metallic).
• Experience with content migration tooling (e.g., ShareGate) and knowledge management platforms (e.g., Confluence).
• Familiarity with the Microsoft Power Platform (Power Apps, Power BI), Viva Insights, and Microsoft Copilot.
• IT service management experience with ServiceNow and project tracking with Jira.
• Relevant certifications highly preferred, such as Microsoft 365 Certified: Teams Administrator Associate, Messaging Administrator Associate, Identity and Access Administrator Associate, or Enterprise Administrator Expert.
• Adjacent/desirable skills: DNS, network protocols, firewalls, load balancing (e.g., NetScaler), InfoBlox, network security, architecture design, disaster recovery, and compliance standards.
• Ability to problem solve across the application, middleware, and infrastructure levels.
• Ability and willingness to learn quickly, accept challenges/changes, and work independently with minimal direction.
• Ability to clearly communicate problem/resolution process to customers and management.
• Must be detail oriented and self-managing.
• Must be able to determine how environment changes impact customers and other systems.
• Strong customer service skills with a focus on delivering value-added collaborative services.\
• Strong analytical and problem-solving skills.
• Stakeholder Engagement: Proven ability to engage and secure buy-in from business, technical, and executive stakeholders.

Behavioral Core Competencies

• Accountability - Holds self and others accountable to meet commitments. Shows courage in taking responsibility for actions and work product by owning successes and failures. Understands the impact of one's own actions and decisions. Demonstrates Berkley core values in all business interactions.
• Communication - Develops and delivers information reflecting an understanding of the unique needs of different audiences. Writes clearly in a variety of communication settings and styles and can effectively convey information in a way that has the desired effect. Manages self in verbal and non-verbal interactions so that they and others understand and remain open-minded to what is being mutually communicated. Shows willingness and understanding to reflectively listen to others. Keeps people informed by providing the information they need to effectively do their jobs.
• Customer Focus & Team Work - Effectively collaborates with others by building strong working relationships with every internal/external customer and co-worker, earning their trust and respect. Reflectively listens, understands, and effectively responds to customer and co-worker needs. Balances customers' expectations and requirements with corporate, legal, and regulatory guidelines. Goes above and beyond role responsibilities to provide excellent customer service and help colleagues achieve team objectives.
• Delivers Results - Manages time and resources to accomplish multiple business objectives. Develops new ideas or work methods to achieve better business outcomes. Displays resilience in overcoming challenges with persistence, resourcefulness, and enthusiasm. Uses evidence-based decision making in identifying, analyzing, and taking steps to resolve problems. Challenges the status quo to remove existing obstacles or ineffective methodologies. Balances speed and quality of work efforts while finding ways to exceed established work targets.
• Technical & Job Excellence - Displays technical and functional knowledge and skills needed to do the job at a high level of accomplishment, while always striving to learn more. Demonstrates a high level of job knowledge when applying business concepts and analyses relative to the position. Produces work that is highly accurate and thorough.
• Flexibility - Shows resilience in adjusting behavior to new information or changing circumstances. Demonstrates a willingness to embrace new systems, processes, technology, and ideas. Manages self by adopting new tasks and responsibilities in response to changing business environments or priorities.

The Company is an equal employment opportunity employer.

Additional Company Details

We do not accept unsolicited resumes from third party recruiting agencies or firms.

Additional Requirements

Location and Travel: • Primary location Urbandale, IA.

Sponsorship Details

Sponsorship not Offered for this Role