HRmango is seeking a Senior IT Systems Engineer (Microsoft Cloud & On-Site Support) for an amazing new opportunity in Salt Lake City, UT! Please read more below and apply today if you would like to learn more.
Department: Information and Technology (I&T) - Digital Workplace
Location: Salt Lake City, USA (with global support responsibilities)
Position Overview:
As a Senior IT Systems Engineer, you will play a crucial role in ensuring the availability, performance, and security of our global Digital Workplace. Based in Salt Lake City, you will primarily support operations in the USA while also contributing to our global IT infrastructure. You will be responsible for providing 24/7 IT support, managing infrastructure across multiple time zones, and collaborating with our international IT team to deliver exceptional support.
What You Will Be Doing:
1. **Day-to-Day User Support:**
- Set up and configure new user accounts, ensuring proper access and permissions.
- Deploy and configure workstations, laptops, and other equipment for new hires.
- Provide orientation and basic training on digital workplace tools.
- Address and resolve IT support tickets related to hardware, software, and network issues.
- Assist users with troubleshooting issues with Windows, Microsoft Office Suite, and other applications.
- Support mobile devices, including setup and troubleshooting.
- Ensure timely resolution of incidents to maintain high user satisfaction.
2. **Regional IT Support:**
- Coordinate with regional IT teams to ensure consistent IT operations across the USA.
- Participate in regional IT projects, offering technical expertise and support.
- Adhere to regional and organizational IT policies and procedures.
- Monitor and maintain IT infrastructure health, including servers, networks, and backup systems.
- Manage and support cloud services, particularly Azure, ensuring availability, performance, and security.
- Administer Microsoft Server environments, performing routine maintenance and troubleshooting.
- Oversee Veeam Backup and Replication, ensuring data integrity and disaster recovery.
3. **Specialist Knowledge and Support:**
- Act as the subject matter expert for Azure, Microsoft Server, and Veeam Backup within the Digital Workplace team.
- Collaborate with advanced support and IT teams to resolve complex issues and drive improvements.
- Develop and maintain technical documentation and standard operating procedures.
- Provide training and guidance to first-level support teams and end-users on best practices and new technologies.
4. **Additional Responsibilities:**
- Perform additional tasks as needed to ensure the smooth operation of the Digital Workplace globally.
- Undertake other duties as assigned by the Director of Digital Workplace & Security.
**Key Performance Indicators:**
- Average resolution time for critical incidents.
- Availability of key business systems at assigned locations.
- Number of support tickets handled.
- Uptime percentage for critical Microsoft services.
- Time taken to apply critical security patches.
- Net Promoter Score (NPS) from internal stakeholders.
What We Are Looking For:
- In-depth knowledge of Microsoft Modern Workplace, hybrid domains, endpoint protection, WSUS, vulnerability management, networking, and IT security.
- Strong analytical and problem-solving skills, with the ability to resolve complex technical issues.
- Clear communication of technical and security concepts to users and colleagues.
- Commitment to delivering an exceptional user experience.
- Proactive awareness of security risks and mitigation strategies.
- Adaptability to evolving technologies, security threats, and business needs.
- Collaborative approach to working in a global support environment.
**Job Skills & Personal Qualities:**
- Excellent problem-solving abilities with both critical and creative thinking.
- Proficiency in English, both written and verbal, for effective communication and documentation.
- Ability to work effectively within a team and across various departments, countries, and time zones.
- Self-motivated and enthusiastic about learning new technologies, staying current with Microsoft developments.
- Comfortable with change and capable of managing multiple priorities in a fast-paced IT environment.
- Strong commitment to providing outstanding IT support.
Must Haves:
- Minimum of 5 years' experience in a support-focused IT role, including Microsoft 365 & Azure AD administration in a hybrid environment.
- Relevant Microsoft certifications (e.g., Microsoft 365 Certified: Modern Desktop Administrator Associate, Azure Administrator Associate, Microsoft Certified: Security Operations Analyst Associate) are highly preferred.
- Experience with endpoint protection tools, update management, and vulnerability detection and response processes.
HRmango does not discriminate in any aspect of employment on the basis of race, color, religion, national origin, ancestry, gender, sexual orientation, gender identity and/or expression, age, veteran status, disability, or any other characteristic protected by federal, state, or local employment discrimination laws where HRmango does business.