Job Description

Job Title: IT Engineer II 

Location: Plano, TX / Reston, VA 

Job Type: Complete Onsite (Rotational Shifts) 

Key Responsibilities: 

• Provide support for complex or specialized application or infrastructure tasks, incidents, changes, and requests. 
• Good communication skills (oral and written). 
• Attention to detail and ability to multitask. 
• Knowledge and use of ticketing systems. 

Knowledge of: 

• Unix/Linux Cloud services (Amazon) Proficiency in running incident calls with up to 25 people. 
• Managing incident data using tools like SharePoint and Confluence. 
• Experience in managing helpline numbers. 
• Experience troubleshooting and managing triage calls with cross-functional teams. 
• Use of Office products (Excel, Word, Outlook). 
• Perform and manage production support tasks requiring IT expertise and knowledge of business processes. 
• Manage and resolve incidents utilizing knowledge articles and prior experience. 
• Execute changes based on instructions or knowledge base. 
• Monitor and execute production processing as per requests or run books. 
• Perform proactive monitoring of systems and applications. 
• Lead and manage triage efforts for incidents with potential business impact. 
• Communicate, coordinate, and work with other groups to ensure production environment availability. 
• Manage troubleshooting calls with cross-functional teams. 
• Use tools, dashboards, and command-line for troubleshooting. 
• Engage and escalate as necessary to expedite recovery and minimize impact. 

Top 3 Must-Have Skills: 

• Use of tools such as xMatters, Everbridge, and direct phone calls as needed. 
• Proficiency in Office products (Excel, Word, Outlook). 
• On-call 24x7 primary support. 

Education/Experience:

• 1-3 years of IT and Cloud support experience. 
• Bachelor's degree or equivalent training required.