Key Responsibilities
System Installation & Configuration – Software Administration:
- Maintains operating systems to ensure effective installation and performance as instructed.
- Assists in the administration of middleware products in environments.
- Begins to support the deployment, maintenance, and operation of internal applications as needed.
- Performs regular administration and conducts basic performance trend analyses and server capacity to ensure service performance meets standards.
- Builds working knowledge of application monitoring tools to ensure efficiency.
System Installation & Configuration – Installation and Configuration:
- Installs and configures servers, cloud infrastructure, and assigned software and environments.
- Performs system configurations and backups with minimal guidance to ensure optimization of server infrastructure.
- Supports hardware maintenance, auditing, installation, and provisioning as necessary.
System Installation & Configuration – Identity & Access Management:
- With minimal guidance, administers access privileges in the identity and access management system to ensure accurate access to IT resources.
- Assists with monitoring user activity in the identity and access management system and reporting on system activity.
Service Lifecycle Management – Batch Processing:
- Monitors the batch process to ensure the updates are applied and escalates any issues that arise.
- Implements batch management with some guidance to configure jobs and job streams, define dependencies, and report job performance.
Service Lifecycle Management – Security Maintenance:
- Follows existing procedures to provide assurance that compute and storage devices are secure.
- Monitors and evaluates high-level service and infrastructure dashboards and identifies anomalies.
- As assigned, implements monthly, quarterly, or hotfix patches to address security vulnerabilities or bugs.
Service Lifecycle Management – System & Security Improvements:
- Implements enhancements to improve the performance reliability, and security, of systems and environments with guidance.
Incident Management & Support – Incident Management:
- Supports the end-to-end incident management lifecycle to ensure systems are stable, secure, and performing accurately.
- May participate in incident review meetings to understand and provide some feedback for operational performance and solution implementation.
- Engages with cross-functional teams (e.g., Development, Cloud Engineering, Product Engineering, other IT teams) to support implementation and/or resolution for incidents, risks, or migrations.
Incident Management & Support – Technical Support:
- Regularly monitors the production environment by checking system error logs and monitoring ticket queues.
- Adheres to team schedule to contribute to ongoing technical support and service objectives.
- Resolves standard customer system issues and implements and documents technical solutions.
Incident Management & Support – Backups and Disaster Recovery:
- Builds working knowledge of systems to perform standard backup, restore, and disaster recovery processes.
- Participates in disaster recovery drills to ensure preparedness and compliance.
- Supports implementation of disaster recovery solutions to ensure preparedness and regulatory compliance.
Communication & Documentation – Technical Communication:
- Begins to communicate technical information to both technical and nontechnical personnel.
- May serve as a technical liaison and provide domain-specific knowledge to select projects, programs, and activities.
Communication & Documentation – Documentation & Reporting:
- Maintains documentation on ticket updates, code contributions, infrastructure, configurations, processes, and procedures (e.g., Disaster Recovery plans, Standard Operating Procedures, Corrective and Preventative Action Plans).
- Helps generate weekly and monthly reports on system performance and incident progress to support operational and management outcomes.
- Performs quality checks of technical documentation.
Additional Responsibilities (as needed)
Cloud Infrastructure Support:
- May collaborate with DevOps and Site Reliability Engineer (SRE) teams to provide support for large-scale infrastructure with guidance.
- Implements continuous integration and continuous deployment (CI/CD) pipelines with guidance.
- Performs patching and version upgrades with guidance to support cloud infrastructure.
Automation:
- Troubleshoots standard issues with automation tools, agents, and other connectivity to 3rd party applications.
- Provides support for cloud technologies as needed.
Core Responsibilities
Planning & Execution:
- Tracks timelines with minimal supervision, ensuring work is completed in a timely manner and is in alignment with project requirements.
- Prioritizes and adjusts work as resources or timelines change, with some guidance.
Collaboration & Partnership:
- Collaborates within a team to better understand expectations and achieve shared objectives.
- Leverages a foundational understanding of business, stakeholder, and/or customer needs to build partnerships with limited guidance.
- Actively listens and asks questions to enhance collaboration.
Problem Solving:
- Identifies and addresses issues, escalating problems to senior staff as needed in accordance with standard procedures.
- Compiles and reviews data and/or information from multiple sources to troubleshoot standard and non-standard errors.
Continuous Learning:
- Seeks opportunities to gain knowledge and learn new skills and/or tools aligned with industry trends and best practices.
- Utilizes feedback and training to improve skills.
- Participates in a culture of continuous learning and knowledge sharing.
Continuous Improvement:
- Implements updates to processes, protocols, and workflows to increase efficiency and effectiveness as directed with some guidance.
- Contributes to ideation for future process improvements.
Minimum Job Qualifications
Education and/or Experience:
5 years of experience in computer network administration, database management, systems architecture, systems administration, or related field
OR
Bachelor's Degree in information technology, computer science, engineering or related field AND 1 year of experience in computer network administration, database management, systems architecture, systems administration, or related field.
Job Skills:
Customer Service Demonstrated ability in or knowledge of customer service, including identifying and resolving customer needs and handling sensitive situations with diplomacy.
Preferred Job Qualifications
Education and/or Experience:
6 years of experience in computer network administration, database management, systems architecture, systems administration, or related field
OR
Bachelor's Degree in information technology, computer science, engineering or related field AND 2 years of experience in computer network administration, database management, systems architecture, systems administration, or related field
OR
Master’s Degree in information technology, computer science, engineering or related field