Tier 3 Support Engineer

Job Description

Position Description:

System Engineer (Tier 3 Escalation - Customer Support)
We are seeking a System Engineer (Tier 3 Escalation) candidate to be part of our Client Delivery Team directly supporting our customer in Alexandria, VA. The System Engineer (Tier 3 Escalation - Customer Support) candidate for this position will have 3-5+ years of experience deploying and supporting small-to-medium business environments, including servers, networking, virtualization, and the cloud.
The System Engineer (Tier 3 Escalation - Customer Support) must have excellent customer service skills and a desire to increase knowledge of cloud technology, virtualization, and networks for small-to-medium business solutions. The System Engineer (Tier 3 Escalation - Customer Support) candidate will work and support projects supporting Windows Server (AD, GPO) environments, migrate O365 and communicate technical solutions and services for the small-to-midsize business market. The System Engineer (Tier 3 Escalation - Customer Support) will be considered one of the team’s senior members and will be responsible for fielding complex high-level escalations and projects.
This role must be located in Alexandria, VA.
REQUIRED QUALIFICATIONS TO BE SUCCESSFUL IN THIS ROLE
Required qualifications to be successful in this role
Minimum 5+ years of relevant experience in the must have skills. Candidate should be very familiar with advanced concepts and have relevant, hands-on experience in many of the following areas to be a successful contributor on the team:
Must Have
• Troubleshooting and deploying Windows 2012-2019
• MS Office 365 administration with domain synchronization and migrations from G-suite and Exchange or other providers
• Working MANAGED SERVICE PROVIDER EXPERIENCE
• Active Directory and Group Policy creation
• Superior troubleshooting/diagnostic skills
• VMware and/or Hyper-V experience
• P2V migration experience
• Ticketing and R.M.M. experience (ConnectWise, Kaseya, ITGlue, Datto, etc.)
• Implementing network software and hardware upgrades (Cisco Meraki; SonicWall)
• Configuring and managing firewalls, switches, W.A.P.s, VPNs, and other network appliances
• Support end-users in a help desk and on-site environment, resolving hardware/software issues
• Serving as a member of the Project Delivery teams by providing hands-on technical support for complex projects
• Serving as an escalation point for Tier III support issues that are escalated from our Tier I and Tier II engineers
• Configure servers and other critical components in Azure
• Azure & A.W.S. administration and support
• Environment management and troubleshooting

Your future duties and responsibilities:

• Analytical Skills: Candidate must be able to recognize the needs of customers and create simple solutions that answer those needs.
• Communication: Candidate must be able to clearly communicate their ideas to peers, stakeholders, and management.
• Creativity: Creativity is needed to help invent new ways of approaching problems and developing innovative applications as well as bringing experience from other industries.
• Customer-Service: If dealing directly with clients and customers, candidate would need good customer service skills and consultant mentality to answer questions and fix issues.
• Attention to Detail: Applications have many parts and all must work together for the application to function.
• Problem-Solving: As issues come up, candidate must be able to make decisions that move the project forward.
• Teamwork: Candidate must work well with others as part of a distributed agile (SAFe) team of developers, analysts, QA, and more.
• Technical Skills: Candidate must be adept in computer languages and have strong technical aptitude. Must have a solid knowledge with common design patterns should seek out opportunities to implement design patterns.
• Single point of contact for a distributed application suite in a System Team to ensure Environment readiness for multiple assets in the ecosystem.
• Primary point of contact for the system team addressing environmental issues of 5-6 Scrum teams using the infrastructure.
• Flexible and quick to react to environmental support and have good decision-making skill to prioritize the environmental issues/requests.
• Work with System Team Manager to strategize and stand-up consistent environments and set guardrails to ensure Environments are not broken.
• Work collaboratively with Development Scrum teams to make sure they receive necessary environment support and they do not impact the sanctity of the environments by skipping process.
• Provide CI-CD support as needed.
• 100% Hands-on support
• Document Environment current state, proposed steps and guidelines in Confluence.

Required qualifications to be successful in this role:

• Experience with Linux and Windows operating system administration
• Proven ability to build, manage and foster a team-oriented environment
• Proven ability to work creatively and analytically in a problem-solving environment
• Desire to work in a customer facing environment
• Excellent communication (written and oral) and interpersonal skills
• Excellent leadership and management skills
Bachelor’s degree from an accredited college or university
Minimum Education Required: High School Diploma/GED
“CGI is required by law in some jurisdictions to include a reasonable estimate of the compensation range for this role. The determination of this range includes various factors not limited to skill set, level, experience, relevant training, and licensure and certifications. To support the ability to reward for merit-based performance, CGI typically does not hire individuals at or near the top of the range for their role. Compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range for this role in the U.S. is $108,600 - $228,100.”
At CGI we call our professionals “members” to reinforce that all who join our team are, as owners, empowered to participate in the challenges and rewards that come from building a world-class company. CGI’s benefits include:
• Competitive base salaries
• Eligibility to participate in an attractive Share Purchase Plan (SPP) in which the company matches dollar-for-dollar contributions made by eligible employees, up to a maximum, for their job category
• 401(k) Plan and Profit Participation for eligible members
• Generous holidays, vacation, and sick leave plans
• Comprehensive insurance plans that include, among other benefits, medical, dental, vision, life, disability, out-of-county emergency coverage in all countries of employment;
• Back-up child care, Pet insurance, a Member Assistance Program, a 529 college savings program, a personal financial management tool, lifestyle management programs and more

Skills:

• Delivery Support
• Project Management

What you can expect from us:

Insights you can act on
While technology is at the heart of our clients’ digital transformation, we understand that people are at the heart of business success.
When you join CGI, you become a trusted advisor, collaborating with colleagues and clients to bring forward actionable insights that deliver meaningful and sustainable outcomes. We call our employees “members” because they are CGI shareholders and owners and owners who enjoy working and growing together to build a company we are proud of. This has been our Dream since 1976, and it has brought us to where we are today — one of the world’s largest independent providers of IT and business consulting services.
At CGI, we recognize the richness that diversity brings. We strive to create a work culture where all belong and collaborate with clients in building more inclusive communities. As an equal-opportunity employer, we want to empower all our members to succeed and grow. If you require an accommodation at any point during the recruitment process, please let us know. We will be happy to assist.
Ready to become part of our success story? Join CGI — where your ideas and actions make a difference.
Qualified applicants will receive consideration for employment without regard to their race, ethnicity, ancestry, color, sex, religion, creed, age, national origin, citizenship status, disability, pregnancy, medical condition, military and veteran status, marital status, sexual orientation or perceived sexual orientation, gender, gender identity, and gender expression, familial status, political affiliation, genetic information, height, weight, or any other legally protected status or characteristics.
CGI provides reasonable accommodations to qualified individuals with disabilities. If you need an accommodation to apply for a job in the U.S., please email the CGI U.S. Employment Compliance mailbox at [email protected] . You will need to reference the Position ID of the position in which you are interested. Your message will be routed to the appropriate recruiter who will assist you. Please note, this email address is only to be used for those individuals who need an accommodation to apply for a job. Emails for any other reason or those that do not include a Position ID will not be returned .
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All CGI offers of employment in the U.S. are contingent upon the ability to successfully complete a background investigation. Background investigation components can vary dependent upon specific assignment and/or level of US government security clearance held. CGI will consider for employment qualified applicants with arrests and conviction records in accordance with all local regulations and ordinances.
CGI will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with CGI’s legal duty to furnish information.