Job Title: Engineer II (ITSys)
POSITION SUMMARY:
The Engineer II (ITSys) is responsible for managing day-to-day operations of CareMetx Internal Systems (phones, network, fax, SaaS, software, audits, automation…) Subject matter expert for elevated support and guidance to CareMetx internal systems. Mentor and provide guidance to Service Desk team. Manage vendor contracts, Create reports for End- User-Services (EUS). Develops recommendations for process improvements. Cross train with other System Engineers. Lead small IT Projects. Presents new Projects or initiatives to Senior Leadership. Reports to the Senior Director, Cloud Ops.
PRIMARY DUTIES AND RESPONSIBILITIES:
- Design, implement, and troubleshoot call center telephony systems (Five9, InContact, etc...)
- Proficient understanding of technology areas such as Azure Active Directory, MS InTune/MDM, Single Sign On/MFA, and identity management.
- Experience deploying and administering SaaS based cloud applications across multiple productivity domains.
- Experience deploying and administering Office 365 technologies to include Exchange, Teams and SharePoint
- Experience using and administrating MS InTune, and other MDM technologies for system management.
- Design, manage, implement, and enhance support tools (ServiceNow) through system design and implementing new features.
- Experience troubleshooting and optimizing the security tools (Endpoint Security, DLP, HIPS, etc.)
- Determine system interactions and dependencies with other applications and components within the Voice Services product.
- On-call support as needed based on rotation and severity of issues
- Developing automated and documented processes and procedures to simplify operational activities.
- Managing software/patch deployment configurations for standard OS and applications, ensure patching compliance.
- Developing design and operational documents for supported applications
- Providing technical support to applications and utility developers regarding integration into the operating environment.
- Collaborating with management, engineering, and internal customers
- Responsible for backup and recovery of all IT infrastructure
- Ensure system documentation is maintained.
- Interact with Tier 1/2 service desk to troubleshoot user and system issues.
- Knowledge of PowerShell; to help administer, troubleshoot, and automate the environment.
- Provide engineering input in the creation and update of our long-term infrastructure roadmap.
- Provide after-hours infrastructure support, as needed.
- Educate and guide less experienced engineers.
- Experience with various monitoring/troubleshooting tools.
EXPERIENCE AND EDUCATIONAL REQUIREMENTS:
- 4+ years’ experience working within an IT Helpdesk
- 4+ years in IT Engineering and support roles.
- 4+ years’ experience with call center telephony systems
- Solid experience managing and designing MS Office 365
- Possess knowledge and experience in working in hybrid environment of virtualized and cloud platforms.
- Automation of administrative tasks using PowerShell and Workato.
- Assist with the monthly Windows Update deployment process to Windows servers and workstations.
- Advanced technical writing skills to document and maintain records for IT systems and standard operating procedures.
- Experience with HIPAA requirements,
- Ability to interface with all levels from end-users to senior management.
MINIMUM SKILLS, KNOWLEDGE, AND ABILITY REQUIREMENTS:
- Quickly solve problems and resolve issues.
- Ability to manage large and complex projects.
- Ability to work on multiple projects simultaneously with frequent interruptions.
- Maintain positive working relationships with co-workers and vendors.
- Quickly learn new tools and resolve issues using all available resources.
- Proactively and continually expand professional development.
- Excellent communication and interpersonal skills, with the ability to work effectively in a cross-functional team environment.
- Capacity to work independently and collaboratively in a fast-paced and dynamic environment.
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Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- While performing the duties of this job, the employee is regularly required to sit
- The employee must occasionally lift and/or move up to 10 pounds.
Work Environment
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.
Schedule
- Must be flexible on schedule and hours
- Extensive travel is required (60% travel)
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CareMetx considers equivalent combinations of experience and education for most jobs. All candidates who believe they possess equivalent experience and education are encouraged to apply.
At CareMetx we work hard, we believe in what we do, and we want to be a company that does right by our employees. Our niche industry is an integral player in getting specialty products and devices to the patients who need them by managing reimbursements for those products, identifying alternative funding when insurers do not pay, and providing clinical services.
CareMetx is an equal employment opportunity employer. All qualified applicants will receive consideration for employment and will not be discriminated against based on race, color, sex, sexual orientation, gender identity, religion, disability, age, genetic information, veteran status, ancestry, or national or ethnic origin.
