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IT Systems Engineer

2 months ago

Kannapolis, North Carolina, United States Advantage Surveillance LLC Full time
Job Overview

Advantage Surveillance LLC is a leading firm specializing in insurance defense investigations, dedicated to enhancing operational capabilities to deliver consistent, high-quality outcomes. Our strategic approach, combined with advanced technology, allows us to provide our clients with clear insights into claimants' daily activities, ultimately saving them time and resources.

Position Summary

The IT Systems Engineer will be responsible for the maintenance, enhancement, and support of software, hardware, and network systems. This role includes overseeing Help Desk operations and providing escalation support to resolve technical issues efficiently. The IT Systems Engineer will collaborate with the Information Security Administrator to ensure that the company's infrastructure meets compliance standards and adheres to security protocols.

Supervisory Duties:

  • Manage the Help Desk team, ensuring all support and change requests are addressed within the Information Technology (IT) department.
  • Guarantee that Help Desk service level agreements (SLAs) are consistently met.
  • Coordinate after-hours and on-call support with the Help Desk personnel.
  • Conduct timely and constructive performance evaluations for team members.

Key Responsibilities:

  • Oversee system infrastructure, including databases, hardware testing, backups, and other software components.
  • Evaluate IT equipment requirements, make recommendations, and facilitate procurement with necessary approvals.
  • Assess software needs, provide suggestions, and manage procurement processes.
  • Deliver Tier 2 technical support for hardware and software challenges.
  • Supervise Help Desk operations, manage ticketing systems, and ensure SLA compliance.
  • Document all responses, labor, and material usage as required.
  • Monitor systems daily and address any performance or usability issues promptly.
  • Ensure regular backups are conducted and verify their completion.
  • Maintain software licensing and perform system upgrades as necessary.
  • Collaborate with the development team to enhance case management systems and cloud infrastructure.
  • Adhere to all security and compliance protocols.
  • Escalate security and service issues to senior team members as needed.
  • Compile system and ticket reports for senior management review.
  • Perform additional related duties as assigned.

Success Metrics - Key Focus Areas within Initial Months

  1. Efficient management of Help Desk operations (meeting SLAs) while providing direct supervision to staff.
  2. Resolve Tier 2 tickets within a specified timeframe or escalate as necessary.
  3. Effectively monitor and manage system performance and backups.
  4. Manage hardware requirements across the organization effectively.
  5. Develop a comprehensive understanding of vendor partnerships and the IT roadmap for the upcoming year.

Qualifications – Desired Skills and Experience

  • Exceptional organizational skills and attention to detail.
  • Strong written and verbal communication abilities.
  • Proficient problem-solving skills.
  • Thorough knowledge of Microsoft Office Suite/Office 365.
  • Familiarity with Azure, AWS, and SQL databases.
  • Solid understanding of information technology systems.
  • Comprehensive knowledge of network management and infrastructure.
  • Associate degree in Information Technology or equivalent experience.
  • A minimum of two years of experience in computer systems management.
  • IT certifications or a commitment to obtain certifications in relevant IT competencies.

Employee Benefits:

  • Dental insurance
  • Health insurance
  • Vision insurance
  • Company-paid life insurance
  • Generous paid time off policy
  • Company-paid parental leave
  • 401(k) plan with a matching contribution

Advantage Surveillance LLC is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.