Support engineer h1.location_city

Job Description

The Systems Support Engineer I focus on problem resolution and specific systems while assisting across the Information Services department, and is responsible for troubleshooting incidents, executing planned update schedules, and maintaining systems performance and availability.

• Work closely with technicians and the help desk team to provide level 2 support, diagnosis and incident resolution
• Support network engineer on switching, LAN, WAN, and wireless issues for the site.
• Lead support functions for our many clinics and their respective EMR systems (. optometry, dental, and acupuncture)
• Plan and execute regular software and hardware updates
• Create both internal and external documentation of our systems and processes
• Regularly update and test the virtual desktop infrastructure master images
• Assist with the deployment of new services for our community
• Maintain, monitor, and update internal and external production and test systems
• Represent the Systems Support Group and MCPHS in meetings with partners and vendors
• Work with vendors and other third parties to resolve issues
• Additional responsibilities may be assigned by the supervisor.
• Travel among the three campuses may be required as needed.

Requirements

Required:
• Bachelor’s degree (Computer Science or related field) or equivalent related experience
• 3+ years of systems experience in a domain environment
• At least one industry technical certification (. Cisco CCNA, VMware VCP, Microsoft MCSE,
• Additional ITIL, PMP, other process-related certifications a plus
• Knowledge of VMware View, vSphere, vCenter, Veeam backup software, networking, Microsoft Server, Active Directory
• Aruba networking experience preferred not required.
• Desire to learn storage, networking, server and other pieces of our environment and a general willingness to help where needed
• Valid driver’s license
• Comfortable supporting our clinics including dental, optometry, acupuncture, and more
• Familiarity with state and federal privacy regulations
• Ability to adhere to the University's change management procedures
• Ability to meet targeted SLA’s for incident and problem resolution via continued follow up with users and management
• Organization skills to ensure the completion of assigned projects
• Flexibility to manage multiple priorities in a fast-paced and dynamic environment
• Strong communication and documentation skills including workflows, flowcharts, and Visio
• Willingness to suggest improvements to our systems and procedures
• Ability to work unsupervised and take the initiative to seek out other tasks needing completion
• Desire to work collaboratively with other members of the team
• Ability to provide immediate hands-on support across assigned campus as needed
• Ability to participate in a 24x7x365 rotating on-call schedule

Physical Requirements:
• Ability to travel among all campuses (Worcester, Boston, and Manchester, NH)
• Ability to lift 50 lbs.
• Ability to be available for some after hours and weekend shifts