Systems Engineer IRC252519

Senior Systems Engineer

Job Summary:

Seeking a Senior Systems Engineer for a full time position in the Denver contact center. The Engineer will serve as a central point of contact for implementations, integration and completion of the organization's end users and management team. The Engineer must possess advanced knowledge of networking, Telephony communications devices, hardware/software, and experience in creation and management of technical project plans.

Job Responsibilities:

•Responsible for maintaining, configuring, and upgrading computer systems. Performs complex computer repairs and coordinates vendor support for more critical repairs. Performs installation and testing of software products individually and/or as part of a team.
•Provides analysis and technical solutions to a variety of problems that are routinely encountered under normal business activities.
•Create documentation for processes developed.
•Responsible for maintaining and updating hardware and software inventories on desktop and server equipment.
•Build and maintain positive relationships with customers and all internal departments to deliver a high level of service.
•Responsible for identifying and initiating resolutions to customer problems associated with office automation equipment, hardware and software.
•Work with voice services team to provide support of VoIP initiatives.
•Provide Best Practices and guidelines to comply with industry standards.
•Comply with Remedy trouble ticketing system and Change Management processes to track all activities associated with performing the duties of the position.
•Physical movement of computer related equipment.
•Required to carry a cell phone/pager and be on call for emergencies
•Occasionally required to perform job duties outside of normal business hours.
•Performs routine and special assignments in support of departmental objectives often functioning across disciplines and areas of expertise.
•Meets or exceeds departmental metrics as established over time.
•Must account for time daily in PRC’s Project management/Time reporting system.
•And any other duties as assigned by management.
REQUIREMENTS
Job Requirements:

•8+ years experience in IT with a minimum of 7 years in operating within a multiple technological environment, preferably in a call center setting.
•A Bachelor’s degree including course work in computer science and Microsoft certification required. Related experience may substitute for college course work.
•Microsoft Windows Server and workstation administration with strong understanding of Active Directory, policies, profiles, and permissions. (MCSE required).
•Experience with Disk Imaging and automated software distribution tools and techniques including advanced batch file/script creation and modification. Proficiency with various 2-tier and 3-tier computer architectures. Hands on knowledge of Microsoft Exchange administration. Ability to manage multiple complex projects requiring attention to detail. Flexibility and versatility in problem analysis and resolution. Advanced PC hardware knowledge (specifically Dell & HP systems) with the ability to troubleshoot hardware issues and experience interfacing with vendor support organizations.
•Firm understanding and experience with general TCP/IP connectivity issues in a LAN/WAN/VPN/Internet environment.
•Proficiency with both using and maintaining MS Office suites. Ability to discuss and diagnose problems with computer hardware/software with remote users. Excellent troubleshooting and analytical skills.
•Organizational and multi-tasking skills. Very good interpersonal, writing, presentation skills. Ability to communicate with most levels of management and across functional lines. Ability to clearly and concisely communicate technical information to non-technical users at all organizational levels.

Additional Details

•Serves as an escalation point for advanced end user support. Applies understanding of computer software and hardware to diagnose problems, determine appropriate course of action, provide instructions and guides work of junior level technical professionals (20% of workload).

•Works with other technological support groups and vendors, to plan, implement and maintain external and internal applications. Provides guidance, planning, and adherence to PRC standards and policies during the implementation of advanced desktop/End User support (10% of workload), server support/maintenance (25% of workload), and Ability to work independently with limited supervision

•Maintains accurate documentation and inventories of all PRC solutions, systems, and time management (10% of workload).

•Provides integrated and project management support for all technology platforms supported by the department. Project planning and implementation (35% of workload).

Visit us online at www.prcnet.com, or visit our Denver Center, located at the Denver TechCenter.

D/V/F/M EOE