Unified Technology Solutions Architect

Job description: Job Purpose and Summary

The ideal candidate will provide Tier 3 support for all end user hardware and software, with a specific focus on mobile devices such as iOS and Android. Responsibilities include ensuring mobile security, managing the deployment of phones and tablets, and performing system administration tasks.  Administration will include, but is not limited to, managing Microsoft Intune (MDM), Verizon Lookout, and ControlUp monitoring.

Essential Functions & Responsibilities

Leads and/or supervises staff including providing guidance, performance management, delegation of work assignments, and review of work product.

Leads and participates in the research, design, testing, configuration, installation, deployment and maintenance of data center, cloud technology, enterprise infrastructure, utility, and end user system component software, upgrades, service packs, patches, enhancements.

Performs tier 3 issue assessments and resolves technical problems, working with manufacturers and vendors as needed. Monitors and provides support for systems that may be available to customers 24/7. Provides after-hours maintenance and administrative support as needed. 

Creates and adheres to technical policies and procedures to preserve a stable and productive computing environment. Works to ensure compliance with plans, specifications, policies, procedures, and service level agreements. 

Acts as a customer representative with internal and external users to provide technical advice/assistance. Responds to incidents and/or service requests.

Evaluates, tests, and recommends hardware and software solutions to maintain and improve the computing environment.Sets priorities appropriately to ensure that work outputs are timely and of the highest quality. Demonstrates continuous effort to improve operations.

Designs, implements, and tests enterprise system backup and recovery procedures.

Provides technical assistance to resolve issues or conflicting requirements and create a cohesive technology roadmap.

Utilizes critical thinking skills to perform effective analysis to troubleshoot system issues. Assists lower-level staff with the deployment of complex systems and incident resolution when required.

Elicits information from employees to diagnose and troubleshoot problems associated with operating systems, enterprise systems, end user hardware, mobile devices, multi-function printing/fax devices, audiovisual systems, or other infrastructure issues.

Analyzes data access, integration, and storage requirements for enterprise system databases.

Monitors system logs and utilizes a broad set of advanced diagnostic tools to deploy, configure and ensure the optimum performance of Information Technology (IT) systems.

Conducts or attends meetings.

Uses situational awareness to anticipate and prevent accidents.

Performs related duties as assigned. 

Qualifications

Nine (9) years of experience in Information Technology providing support and administration for at least four of the following technologies:•    Windows Operating System•    Active Directory•    ServiceNow Discovery/SAM•    Intune MDM (Microsoft End Point Manager)•    SCCM/Config Manager•    Goldfax•    Canon/Papercut•    Webex •    Crestron•    Microsoft Windows Server Operating System•    Microsoft Active Directory/Active Directory Federated Services (ADFS)•    Storage Area Networks•    Rational Databases (Microsoft SQL preferred)•    Cloud based infrastructure as a service (IaaS)•    Server Virtualization (VmWare preferred)•    Desktop Virtualization (VmWare Horizon preferred)•    Enterprise Email – Microsoft Exchange/Office 365•    System Management Software (Microsoft System Center preferred)OR - Five (5) years of experience in at least four of the above listed technologies AND a bachelor’s degree in business, computer science or information systems. OR - A minimum of one (1) year as an IT Technology Analyst 2 at the PTC.Equivalent combination of education and/or experience may be accepted.

Competencies Active Listening Communication Proficiency Critical Thinking Customer/Client Focused Flexibility Motivated Problem Solving/Analysis Project Management Teamwork Orientation Physical Demands and Work Environment

Position demands include frequent speaking, writing, and reading reports. Position requires frequent work at a computer utilizing business programs and PTC specific operating systems. Occasionally works outside of normal business hours for assigned work assignments.

Office environment with low levels of noise, adequate lighting, and comfortable temperature. Field environment may include exposure to moderately adverse and undesirable conditions. Physical environment is generally safe, but safety equipment or precautions must be followed in field conditions.  

Disclaimer

The information provided in this job description has been designed to indicate the general nature and level of work performed by the incumbent(s) within this job. It is not designed to be interpreted as a comprehensive inventory of all duties, responsibilities, qualifications and working conditions required of the employee(s) assigned to this job. Management has the discretion to add or modify duties of the job and to designate other functions as essential at any time.