System Engineer I/ Helpdesk

Responsibilities:

• Administer daily updates to the database tracking tool.
• Collection of operations support weekly action reports.
• Compile database metrics weekly.
• Assign new work orders to operations support technicians/engineers within one hour of
• STAC notification (during business hours), personally follow-up on any urgent action.
• Check Solar Winds concerning network and systems status on a recurring basis and take action to address problems or issues.
• Perform Tier I troubleshooting, including server resets (Citrix), big brother admin, SNMPc, pinging servers, user accounts, TAVEE reports, etc.
• Under direction of the lead network engineer, provide statistical reporting data on post communications links as required.
• Maintain a log and track metrics on network outages.
• Cisco and Nortel configuration, initialization, and preparation of these devices for shipment to post.
• Post database updates.
• Maintain up-to-date IP list on NAS with shortcut to desktop of each terminal (print PDF report from
• post database).
• Daily management of the NOC- take action for any technical faults or issues, maintain cleanliness, organization (documentation), operation and monitor the logbook.
• Ensure all tickets are acted on promptly, effectively and closed out promptly.
• Under direction from the system administrator, image and configure workstations.
• Maintain the operations support duty roster.

Qualifications:

• A degree in the field of computer science or a related discipline is preferred.
• At least two IT certifications such as A+, CCNA, Network+, etc.
• Minimum two years hands-on experience in a PC/network helpdesk or technical support environment.
• Knowledge of technical security systems such as CCTV, alarms, and access control is a plus.
• Have a good base of IT knowledge to draw upon and be able and willing to learn new applications and related hardware devices