System Engineer I/II (IT Support)
REMC1 provides a variety of services and resources to our member districts, including Internet, network, server, technology consulting, and tech support (SupportNet). This is similar to a commercial MSP (Managed Service Provider), in the educational/municipal/non-profit arena.
Summary
Systems Engineers are responsible for focusing on escalated requests and project related issues, bringing them to complete resolution as the final point of escalation at REMC. This work involves the following: server (virtual and physical), security appliances, networking devices, wireless technology, cloud-based email platforms and IaaS services plus a variety of 3rd party line-of-business applications.
Job Role Requirements
- Server installation and management support with advanced knowledge of both Windows and Linux servers, in roles such as Active Directory, DNS and DHCP, NTFS Permissions, File Shares, RDS, etc.
- Advanced technical support at the network level:
- --WAN and LAN connectivity (WDM fiber optics), routers (ospf,bgp,policy based routing), enterprise multi-tenant chassis firewalls, wireless platforms with centralized management
- --VOIP/SIP, public and private DNS and IP management
- --Virtualization specific networking support including working knowledge of iSCSI
- Experience with virtualization platforms, VMware and Hyper-V and also cloud-focused technologies such as Azure, AWS, Google GCP/Google Gsuite.
- Experience with SAN technology and support, experience with 3PAR preferred
- Advanced remote access solutions support, such as: Teamviewer, VPN (multi-vendor client-server and site-to-site such as IPSec and SSL vpns).
- Microsoft Windows Desktop Support (7/10), OSX support and automated operating system deployment (network boot from bare metal to functional machine) utilizing application install solutions such as the Kace Kbox set of appliances or WDS.
- Experience with all recent Mac Operating System support.
- Experience supporting, administering and configuring Microsoft and G Suite cloud services in a hybrid environment
- Experience with backup systems/business continuity solutions (Veeam, Bacula, etc.)
- Responsive support for critical customer events such as security breaches, malware infections, and server and service outages
- Communicate escalated issues to customers: keeping them informed of progress, notifying them of impending changes, agreed outages, etc utilizing the ticketing system and REMC1 tools.
- Responsible for complete and full support/incident documentation in trouble ticketing system (RT) including entering ALL work as activities, such as support issues or work projects as well as all project documentation into respective agency wiki/documentation system (Confluence). Previous experience with a trouble ticketing system is preferred.
Personal and Professional Requirements
- Technical 4-year degree or demonstrated equivalent hands-on experience.
- 5+ years of IT or related experience.
- Teamwork & Cooperation: Requires the ability to work cooperatively with others and be part of a team. This includes FULLY documenting all projects and trouble tickets so others can follow behind and support those projects.
- Demonstrate good personal habits: mature and responsible judgment, honesty, patience, discretion, friendliness, self-initiative, neat appearance
- Initiative: Requires the drive to go above and beyond in order to improve or enhance job results as well as work independently with minimal supervision
- Flexibility/Adaptability: Requires the ability to adapt to and work effectively within a variety of situations, individuals or groups, as well as understand and appreciate different and opposing perspectives.
- Time Management: Demonstrated ability to prioritize competing demands and manage multiple concurrent tasks is required.
- Continue to grow your knowledge and skill set by investing time in self-paced online courses, vendor competencies/certifications and formal online/classroom instructor-led training. You will be expected to keep current.
COMPENSATION & BENEFITS
- Salary, plus excellent benefits package
- Opportunities for advancement
- Outstanding work culture
- Business casual dress code.
Physical Demands and Other Necessary Skills and Abilities
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Ability to regularly lift up to 75 pounds
- Ability to frequently sit, stand, walk, reach, climb, see, talk, hear, kneel and proficiently operate a computer & various pieces of technology equipment for prolonged periods
- Ability to read, analyze and interpret general business periodicals, professional journals, technical journals & procedures, or governmental regulations
- Ability to write reports, business correspondence and documentation
- Ability to collaborate well with other staff members
- Ability to understand customer needs and provide quality service
- Ability to set priorities and meet multiple deadlines
- Ability to multitask
- Ability to effectively present information and respond to questions from groups, including teachers, administrators, school board members, general public
- Ability to maintain trust, integrity, privacy, and confidentiality of sensitive information
- Ability to establish and maintain effective working relationships with colleagues, students, staff, administration and the school community
- Ability to perform duties with awareness of all district requirements and Board of Education policies
- The position requires occasional irregular or extended work hours
Work Environment
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The noise level in this position is usually moderate to loud. When visiting a building, the noise level may be loud; in the office, quieter; in a classroom, moderate; and at meetings, moderate.
District Drug/Alcohol Statement
The employee shall remain free of any alcohol or non-prescribed controlled substance in the workplace throughout his/her employment in the district.
Copper Country Intermediate School District Statement of Assurance of Compliance with Federal Law
The Copper Country Intermediate School District, as an Equal Opportunity/Affirmative Action employer, complies with applicable federal and state laws prohibiting discrimination, including Title IX of the Education Amendments of 1972 and Section 504 of the Rehabilitation Act of 1973. The Board of Education does not discriminate on the basis of race, color, national origin, sex (including sexual orientation and transgender identity), disability, age, religion, height, weight, marital or family status, military status, ancestry, genetic information, or any other legally protected category (collectively, “Protected Classes”), in its programs and activities, including employment opportunities.
Questions or concerns regarding the nondiscrimination policies, as well as complaints of unlawful discrimination, retaliation, denial of equal access, or harassment, should be directed to one of the District’s Compliance Officers.