Summary:

The Consultant, ICT Systems Engineering at Epic is responsible for timely and effective resolutions to corporate and IaaS productivity issues as they relate to IT operations. As part of Epic’s Technology Enablement team, the Consultant will be responsible for delivering cloud infrastructure services to our portfolio of customers ranging from small business to international enterprises. They are responsible for planning, developing, installation, configuration, auditing, and maintenance of hardware, software and any related infrastructure. This includes the creation of all plans for ensuring functionality, data consistency, security and usability of systems aligned with the organization’s priorities and enabling everyone to do their work effectively. The Consultant is responsible for diagnosing and resolving performance issues to ensure optimal performance and reliability. They will also be accountable for planning updates and maintenance of hardware and software resources to mitigate limitations and combat obsolescence. In this role, employees combine their technical skills with their leadership abilities.

Duties and Responsibilities:

• Investigate, troubleshoot, and resolve support incidents involving our infrastructure. This includes server hardware, virtualization, routing and switching, NAS/SAN storage, backup infrastructure, security (includes Antivirus, intrusion prevention), and client application support. The work requires the role to be a mixture of on site and remote effort
• Provide one-on-one end-user support and problem resolution via telephone, e-mail, and other vehicles of communication
• Plan, design, implement and troubleshoot network issues and devices such as network cards and HBA’s, managed switches, wireless access points, firewalls and routers
• Participate in installs, moves, adds, and changes to network and systems access for new, departing, or promoted/demoted employees
• Accurately log tickets and resolutions into service desk software management system; maintain vigilant maintenance of this process
• Ability to work independently, prioritize existing tickets, and proactively determine which issues require additional attention or need to be escalated to the rest of the team
• Document and audit all service events and create detailed documentation and reports as required
• Research and recommend improvements to the infrastructure that follows industry and vendor best practices
• Develop, administer, and maintain policies and procedures for ensuring the security and integrity of all systems
• Test and install issued patches in conjunction with software providers and vendors or other third parties
• Perform hardware and software upgrades
• Administer and maintain backup systems and processes and perform regular backup, replication and disaster recovery tests
• Manage and maintain user access in various infrastructure systems for our clients
• Act as a technical resource/consultant during other projects as required
• Provide mentorship/training to the rest of the team

Preferred Qualifications:

• Professional level certification in any of the following: VCP, MCSA, MCSE, CCNA, CCNP, ITIL
• Working knowledge of virtualization technologies including vSphere, vCenter, Hyper-V. Experience working with vSwitches, iSCSI/NFS, HA, clustering and vMotion
• Working knowledge of Active Directory administration, SCCM, WSUS, group policy, RDS, MS SQL, DHCP, DNS.  Experience with Linux is a bonus
• Working knowledge of MS 365
• Working knowledge of networking technologies including configuration of firewalls, routers, intrusion detection and protection, switches, access points, Site-to-site and client VPN, dynamic routing, VLANs, DNS, DHCP
• Experience with Connectwise, Connectwise Automate, or Service Now
• High school diploma or equivalent, with a technical college or university degree preferred, or an acceptable combination of education and relevant experience
• Minimum of 5+ years of industry experience
• CompTIA A+, CompTIA Server+ or CompTIA Network+

Requirements:

• A Valid Driver’s License and vehicle
• Travel as required