iSolved HCM
  • Technology: IT Ops
  • Charlotte, NC, USA

Systems Engineer - Operations

iSolved transforms the way you manage your most important asset your people. Our human capital management (HCM) and workforce technology brings together HR, payroll, time and attendance, expense management, and benefits enrollment all in one robust, easy-to-use platform.

iSolved energizes your culture and makes it easy for your teams to build connections and unleash innovation. More than 5 million employees and 145,000 employers use our tools every day to boost engagement, collaboration, performance and creativity. iSolved is delivered through elite regional payroll providers, who engage customers with a white-glove service a unique approach that provides access to cutting-edge cloud technology while retaining the local service relationship business prefers.

Systems Engineer - Operations

The Systems Engineer will collaborate with business and technology stakeholders across the entire organization to drive issue resolution and root-cause analysis to complex issues across large-scale cloud and on-prem environments.  You will have well-developed interpersonal and influencing skills in meeting objectives, a strong professional work ethic, customer service focus and significant experience collaborating across teams. The Operations Systems Engineer will provide operational support and Tier 2 & Tier 3 issue remediation, escalated from multiple production service desk and dev-op teams. 

You will assist in the Network & Security Operations monitoring, management and maintenance of company-wide infrastructure for SaaS-based products & services.  The Operations Systems Engineer will trouble-shoot and remediate escalated issues regarding Microsoft AD, Office 365, VOIP, VPN connectivity, desktop support, WiFi network access, security systems, storage, Azure connectivity, along with CISCO switching and routing. This role requires effective collaboration with other teams on current-state & future-state infrastructure, applications, optimizations, business continuity, efficiency, modernization, and the ongoing documentation of repeatable process for the service-desk knowledge base.  This position is part of a motivated team of operations professionals with focused responsibilities and broad opportunities for technology exposure and career growth. Successful candidates will possess significant abilities to perform independent analyses, collaborate and communicate effectively with others, and have tremendous problem-solving skills. Candidates should be familiar with ITSM and ITIL methodologies as well as other general methods and practices to drive toward operational excellence, continuous operating improvements and maturing the effectiveness and efficiencies of the overall team.  This person will be a highly self-motivated individual and will possess the communication skills to express and document technical issues, root cause analysis, and change requests.

Principle Responsibilities:

  • Minimum of 7 years if experience in infrastructure management, network operations and/or cloud hosting
  • Support & maintain network connectivity, routers, firewalls, and security for enterprise locations
  • Support & maintain cloud & on-prem infrastructure & systems configuration for enterprise systems
  • Remediation of complex escalated issues from Tier 1 & Tier 2 support organization
  • Remediation & root-cause analysis for issues related to network connectivity, system performance, enterprise productivity tools, cloud hosting, telecommunications and storage
  • Provide Tier 2 & Tier 3 operational for complex customer and employee issues
  • Effectively track and communicate updates on incident progress, changes, or maintenance outages
  • Participate in the development of knowledgebase articles, run-books, FAQ's and Standard Operating Procedures
  • Monitor multiple cloud and on-prem environments through manual and/or automated tools & processes.
  • Support the voice and data network infrastructures.
  • Communicate proactively and effectively system-related issues to management and the user community.
  • Identify opportunities for better system performance and the elimination of recurring system problems.
  • Provide technical leadership and guidance to the team, must be willing to develop the technical skills of other team members whenever possible and may lead training efforts for Tier 1 and Tier 2 support staff
  • On a rotating basis serve as the on-call system administrator responding to critical problems.

Essential Requirements:

  • Experience in a Network and/or Security Operations Center (NOC / SOC)
  • Experience with ITSM and / or ITIL servicing methodologies
  • Highly developed IT based trouble shooting and problem-solving skills
  • Certifications in MCSA: Cloud Platform; MCSE: Cloud Platform and Infrastructure; MCSD: Azure Solutions Architect
  • Ability to learn quickly and adapt to new technologies & processes
  • Ability to communicate clearly & concisely with customers & teammates, providing exceptional customer service
  • Ability to calmly handle conflict during complex issues remediation under high-stress situations
  • Ability to foster a team environment, and to motivate and encourage others
  • Ability to gather and analyze facts, draw conclusions, define problems, and suggest solutions.
  • Ability to build consensus, facilitate working sessions, and negotiate solutions and alternatives.
  • Thorough knowledge of advanced concepts and basic operating principles of data communications and information systems hardware, software, PC's and devices.
  • Thorough knowledge and experience administering servers in domain environment including installing, troubleshooting and configuring DNS, DHCP, IIS, Group Policy, User/Group administration, auditing event logs. MCTS or MCITP Certification a plus.
  • Experience with VMware and vSphere Infrastructure, solid understanding of virtualization concepts.
  • Knowledge and experience with O365, Windows 10, Windows Servers, SQL & SRS, Microsoft Office, Exchange
  • Experience with Azure Cloud Hosting (PaaS, IaaS, etc.), Security, SDWAN and other cloud compute capabilities
  • Experience with PowerShell scripting 

Location: Charlotte, NC or Salt Lake City, UT

Duration: This is a full time, permanent position.

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