End User Support Tech 2

Technology - Advises, mentors, and collaborates with team members, stakeholders and vendors on execution strategies and design efforts: including (but not limited to) technology enhancements and capacity planning.

Collaborates with cross-functional departments & IT partners to plan and lead integration efforts that align with business/operation initiatives.

Works directly with multiple departments and lines of business to support their IT needs. This includes gathering business requirements to develop solutions. Provide top-tier technical support and responds to escalations from lower level engineers, as necessary, and acts as primary vendor contact for all issues escalated to/from vendors. Works related problems, change management and escalated incidents. Submits RFQ/RFPs, obtains quotes, aggregates documents and proposals, and maintains current and proposed End-of-Life schedules, and tracks progression of key vendors.

Relationships Maintains all vendor relationships and partners to support strategy and architectural design efforts for systems and technology that they support.

Engages and collaborates with key vendors, carriers, and internal/external partners to support technical planning of mid- to long-term initiatives.

This may include planning, build requirements, project management, SOW/BOM legal review, service & maintenance contract review, asset management, training, systems monitoring, programming & tuning. Works to meet project milestone dates, utilizing critical thinking skills to help analyze business problems and recommending solutions, and collaborating with stakeholders to resolve problems and gaining consensus on the best solution.

Demonstrates outstanding verbal and written Communication skills when working with internal and external partners.

Technical Knowledge - Expectation is to be proficient in one or more of the following areas (e.g. Windows Desktop, SCCM, VMware ESXi virtualization, Windows Server Operating Systems, Server hardware platforms in an enterprise environment, preferably Cisco UCS, Cloud Computing (Azure / AWS), Networking (Data), Telecom (Collaboration), Infrastructure Automation, VDI/VMware Horizon, Palo Alto Firewall, Microstrategy, DataBricks, Cloudera etc.,) and implement or manage/maintain at least two platform.

Documentation - Creates, reviews, and maintains documentation of deployments, systems, and procedures relating to job/team responsibilities. Produces documentation as requested for internal customers, audits and compliance purposes. Participates in the approval process. Reports and presents quarterly capacity analyses of licensing, equipment, and utilization. Recommends change, prioritizes efforts on critical initiatives, and works to identify solutions to opportunities. Meets critical deadlines while prioritizing multiple activities and moderately complex projects simultaneously.

Degree Required: Diploma or Graduation or Post Graduation

Years of Work Experience Required: 2 to 5 years

Type / focus of work experience required: Engineering work experience in area of specialization

Certifications Preferred: systems, equipment, programs, and technology the role supports

Area of Study: Information Technology, Computer Science

Ability to work with multi location/Global teams.