Job Description
Provides support to end users for computer, application, system, device, access and hardware issues. Identifies, researches and resolves technical problems of moderate complexity. Responds to telephone, email and on line requests for technical support. Documents, tracks, and monitors the problem using applicable systems and tools. May coordinate with other teams or departments to resolve user problems.
Summary
This position is responsible for ensuring the high availability and stability of enterprise-level IT infrastructure and application systems. The IT Service Engineer acts as a technical mentor, leading complex troubleshooting efforts and assisting the IT Manager in translating business needs into technical solutions. This role requires strong project management skills and technical depth to optimize service levels (SLA) and enhance IT operational efficiency.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.
- Technical Leadership & Maintenance: Manage application servers and hardware equipment in both office and IDC environments to ensure high service levels.
- Infrastructure Optimization: Regularly assess infrastructure to ensure alignment with current technical architecture and company business objectives.
- Project Management: Maintain oversight of all IT projects, ensuring that commitments are properly planned, staffed, monitored, and reported.
- Security & Disaster Recovery: Assist in the design and implementation of a comprehensive enterprise information security program and disaster recovery/business continuity plans.
- Vendor Management: Review, recommend, and oversee all vendors and managed service agreements, including SaaS and cloud-based solutions, to ensure optimal performance and financial return.
- Process Improvement: Evaluate and implement new tools and service management frameworks (such as ITIL) to scale IT operations.
- Business Collaboration: Build strong relationships with business unit leaders to understand their challenges and act as a true partner to the business.
Qualifications
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required.
- Technical Expertise: Comprehensive knowledge of technology solutions, including enterprise-level ERP, e-commerce, and infrastructure.
- Communication: Exceptional interpersonal and communication skills; able to articulate ideas to both technical and non-technical audiences.
- Security & Risk: Demonstrated ability to design and implement comprehensive approaches to cyber security and risk management.
- Problem Solving: Strong analytical abilities and the capacity to handle ambiguity and unexpected issues with flexibility.
- Negotiation: Excellent negotiation skills with internal customers and external service providers.
EDUCATION And/or EXPERIENCE
- Education: Bachelor's degree in Computer Science, Information Management, Mathematics, or a related field.
- Experience: 3+ years of relevant IT experience (balancing the requirements between the Specialist and Manager roles).
- Required Skills:
- Demonstrated experience with SaaS, cloud-based, and outsourced solutions.
- Enterprise-level ERP design/implementation experience.
- Oracle database administration and PL/SQL experience.
- Unix OS administration proficiency.
- Preferred: Knowledge of TIPTOP ERP 4GL, EDI, and network infrastructure.
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