IT Support Engineer
Description
IT Support Engineer
The IT Infrastructure Lead oversees the day-to-day support, maintenance, and security of cloud computing infrastructure as well as providing direct technical support for escalations and implementation work as needed. This position serves as a customer service advocate by closing gaps in communication between IT infrastructure staff and customers and works closely with other IT department leads and management to ensure continuity and timeliness of support across disciplines in a 24x7 model. Duties will include operations support including incident mgmt, maintenance of ticketing queues, general assistance with projects, troubleshooting technical services and capabilities to determine root cause, partnering with senior developers and after-hours SDLC support.
Responsibilities:
- Technical support continuous integration and delivery pipeline
- Drive technical innovation and efficiency in cloud infrastructure operations via integration duties relative to platform support and service delivery
- Facilitate after-hours infrastructure deployment efforts as planned
- Support development and QA teams in their deployment efforts as needed.
- Open change tickets as needed to facilitate release automation processes
- Ensure pipeline platforms are redundant and backed up as needed.
- Communicate effectively and appropriately, deferring to management on communicating with external teams as needed.
- Provide internal and external customers with excellent customer service
- Attend departmental, project and general meetings and effectively represent current status as appropriate
- Participate in company provided training and perform independent training and research as appropriate.
- Install system patches and application updates as directed
- Assist in other production support efforts as needed
- Participate in a 24x7 support model
Required Knowledge:
- Leading candidates will have both cloud infrastructure and operations education and/or experience.
- Basic understanding of scripting language, such as PowerShell, Ruby, or Python and openness to adding the others as required by your daily tasks
- Conversant in or willing to learn git source code management capabilities
- Strong familiarity with Linux or Windows Server platforms support and eagerness to continue building skill expertise in new platform capabilities
- Familiarity with Azure preferred. Experience/exposure in AWS or GCP is acceptable.
- Experience/exposure supporting applications that run on Web services and Java and other virtual machines technologies, IIS, or Apache web servers
- Experience/exposure to CMS Platform served on Tomcat or similar
- Experience/exposure to Load balancing methodologies and technologies
- Intermediate to advanced platform with troubleshooting in the technologies that you are proficient in
- Familiar with agile work management principles and tools
- General ITIL experience for operations support
Skills:
- Persistent desire to innovate, automate, and continually improve processes
- Experience implementing Continuous Integration / Continuous Deployment Automation
- Capacity to take initiative; desire to become a self-starter
- Willingness to find problems and come up with creative solutions.
- Effective time management and prioritization skills
- Experience with WS02 and Tibco
- Experience/exposure to Cloud Services, Magnolia, Terraform
Education:
- Minimum 3-5 years of experience with server infrastructure management in either Windows or Linux
- Bachelor's degree or equivalent work experience within the Information Technology field required
- Advanced job-related certifications preferred but not required. Technical certifications are a plus
About Productive Edge
Productive Edge is a Chicago-based leader in digital transformation. As digital business consultants, we focus on digital strategy, customer experience, operations improvement, and product & services enablement. How do we do this? Through launching solutions for Data and Artificial Intelligence (AI), Intelligent Automation (IA), Internet of Things (IoT), and Cloud Native Solutions. Sounds fun, right? It gets better...and that’s where you come in!
Productive Edge offers the dynamic opportunity to use your talents in a progressive, highly-collaborative environment that values innovation and creativity. We are a culture that stays on the cusp of today’s developing and emerging technologies. Our passion, ingenuity, and dedication sets us apart from other consultants (as does our modern work atmosphere with fun outings, foosball, stocked fridge and other activities). Because we work with and develop solutions for some of the world’s most exciting brands, we are actively searching for individuals who are ready to change the way the world operates.
And if that’s not enough, Productive Edge has been featured as one of Chicago’s 101 Best and Brightest Companies to Work For, included in Crain’s Fast 50, and is a regular on Inc. 5000.