IT Tech Support Engineer Sr

Senior IT Technical Support Engineer leading enterprise infrastructure initiatives, device and network deployment, and ongoing operational support with a hybrid work model in Charlotte and up to 50% travel in the Carolina region.

Responsibilities

• Enforce architecture standards and governance, contributing to corporate policy development.
• Partner with cross functional teams to mitigate risks.
• Provide consulting to streamline workflows and address information system or operational inefficiencies.
• Implement established device security standards.
• Deliver senior level guidance to end users on solution requirements.
• Escalate complex device or application selection decisions as needed.
• Manage adherence to change control procedures, guide team members, represent enterprise change control, and document architecture and design.
• Promote proactive communication across technical teams.
• Own the management of all end user devices, including desktops, mobile devices, and printers.
• Monitor and analyze the environment to prevent issues.
• Use tooling, monitoring, and observation to identify opportunities for improvement.
• Analyze data to detect systemic issues and risks to prevent incidents.
• Collaborate with engineering to develop and execute corrective action plans.
• Guide technicians in software deployment per defined processes and act as a resource for addressing environment deficiencies.
• Serve as the top escalation point within Support Services for the most technically complex issues.
• Document fleet management practices.
• Oversee all aspects of technical operations.
• Write and execute code or scripts to meet operational objectives.
• Apply DevOps best practices to operations.
• Provide advisory support across the enterprise environment.
• Document coding scripts and process reengineering efforts.
• Ensure incidents and service requests are resolved within defined SLAs.
• Analyze performance metrics to improve cost and service efficiency.
• Provide direct feedback on team performance, standards compliance, and technical proficiency.
• Communicate effectively with senior leadership and end users to reinforce confidence in strategy and execution.
• Act as the technical SME for site and regional projects of varying size and complexity.
• Develop and execute project plans; coordinate team member activities.
• Coordinate project team meetings and communicate status to stakeholders.
• Escalate issues as required.
• Serve as the principal technical matrix resource within Support Services for cross-team activities involving technical, networking, security, and vendor resources.
• Ensure completion of project documentation.
• Manage escalation paths for the most technically complex issues.
• Provide SME input on software deployment, information security management, operations oversight, environment testing, procedure management, standards, and compliance.
• Interact regularly with site service lines and operational leaders to capture new business needs and adoption barriers.
• Identify existing solutions or collaborate with engineering to develop new technology to resolve issues.
• Serve as a technical expert across HIT Support Services during technical reviews.
• Define and oversee site based activities in information security and availability, testing, procedure management, and fiscal responsibility.
• Represent the site on enterprise wide technical oversight committees.
• Collaborate with core technology owners to improve adoption and optimization metrics.
• Ensure access to core application and local site technology training and maintain team competency.
• Foster a culture of continual learning and technology advancement.
• Coordinate and guide staff onboarding to ensure new team members become productive quickly.

Requirements

• Bachelor's degree in Information Technology or related field, or equivalent knowledge.
• Typically requires 5 years of experience in a complex IT environment including system design, installation, and support.
• Ability to understand complex requirements and integrate multi platform applications.
• Excellent communication and customer service skills.
• Knowledge of diverse hardware platforms, architectures, and operating systems.
• Strong project planning and management abilities.
• Experience with automated software deployment and device management tools.
• Application programming and/or scripting experience, DevOps practices, and database administration.
• Active Directory experience including Group Policy creation/admin and user and device management.
• Proficiency with Microsoft Office productivity tools.

Technologies

• Active Directory
• Group Policy
• Microsoft Office

Compensation

• Pay range: $47.50 - $71.25 per hour.

Benefits

• Base compensation within the listed pay range based on qualifications, skills, experience, and training
• Premium pay for shift, on call, and other circumstances
• Incentive pay for select positions
• Annual increases based on performance
• Paid time off programs
• Medical, dental, vision, life, and short- and long-term disability coverage
• Flexible Spending Accounts for eligible health care and dependent care expenses
• Adoption assistance and paid parental leave
• Defined contribution retirement plans with employer match and financial wellness programs
• Educational Assistance Program

Schedule & Travel

• Hybrid work arrangement located in Charlotte, NC, with up to 50 percent travel within the Carolina market and surrounding areas
• Full-time position, 40 hours per week
• Travel may involve exposure to road hazards and varying weather conditions
• On-call support required around the clock