Support Engineer

Key Responsibilities

• Mutuality Incident Management - Handling incident resolution and communicating service announcements to ensure transparent and prompt resolutions.
• Initiate, review, and implement changes to underlying IT systems within the network infrastructure, including end-user devices and data center networking. Must adhere to ITIL standards for release and service delivery. Maintain ongoing programs to ensure that end-of-life changes are identified and updated in accordance with global guidelines.
• Incident Coordination - Ensure that service disruptions are properly handled and communicated to end users, and that escalations are managed appropriately.
• Server/Hub/AV Rooms Management - Responsible for the overall management of server, hub, and AV room facilities, including environmental responsibilities.

Professional and Technical

• Minimum Qualifications: At least 3 years of combined experience in IT and day-to-day network operations, with broad exposure to systems management and administration functions.
• Additional certifications in Microsoft, Linux, Cisco, or similar technologies are a plus
• Familiarity with and knowledge of current technologies used within financial organizations, including infrastructure, commercial products, and intra-Internet products
• Be able to process large amounts of documentation and translate it into a simpler form
• Working knowledge of IT organizations and server rooms, specifically an understanding of system production control processes.
• Excellent written and verbal communication skills

Personal and Social

• Ability to work independently and as part of a team
• Demonstrates initiative, the ability to work under pressure, and the ability to consistently meet deadlines
• Process-oriented, detail-oriented, meticulous