Systems Support Engineer I (Hybrid) - Military Veterans

At Red River Managed Services, we provide a welcoming and positive workplace where everyone feels valued and able to do their best work, fostering a one-team mentality.  Our employees work together to foster wise decision-making that relies on data, experience, and collaboration. We seek self-motivated individuals who are open to an environment based on this teamwork and shared success.

Our team works directly with our clients to create innovative solutions, challenge the status quo, and deliver first in class solutions. Our client-centric culture works to anticipate needs with an urgency to resolve issues and build long-term client relationships.

We aim to expand our growing workforce with passionate individuals who are resilient in the face of uncertainty and possess a creative spirit, all while keeping the needs of our clients top of mind to foster individual and organizational success. Interested candidates must possess a desire for growth through continuous learning and feedback.

Ideal candidates will possess the following skills and come prepared to discuss how they have experienced each of these areas in previous roles:

• Collaboration — You bring a collaborative spirit to all interactions with others; you work to ensure everyone around you is welcomed and positioned to do their best work; you view every Red River colleague as a member of one team.
• Creativity— You welcome new ideas and listen with the intent to understand; you are passionate and persistent in pursuit of innovative solutions; you value “brainstorming” as an expression.
• Empathy — You take the time to understand both the needs of your clients and your team members; you anticipate client needs and address issues effectively; you work to make each client feel valued and understood; you foster loyalty and a long-term relationship.
• Integrity — You willingly receive and give feedback; you are open about what’s working and what needs to improve; you admit mistakes openly and share learnings widely.
• Judgment — You are intentional when making decisions, with an aim toward long-term solutions rather than quick fixes; you rely on data, training, and collaboration with others to inform your decisions.
• Purpose— You exhibit courage in searching for the truth; you are willing to risk personal failure to help, or challenge the status quo, in the pursuit of excellence.
• Resilience — You thrive in rapidly changing circumstances; you adapt to change; you know when to include or escalate to others; you embrace a hard challenge.
• Selflessness — You are considerate when searching for new and different ideas; you seek what’s best for the team and organization; you discern how your actions could affect others; you seek to make those around you successful.

Position Summary:
The Systems Support Engineer will directly service all internal Red River team members as well as provide support for Red River customers as needed.  Candidates will have experience in the areas of incident and problem management, ticket handling and escalation, performance monitoring, advanced IT troubleshooting, technical run book creation and maintenance, infrastructure management, and process adherence.

Primary Position Tasks:

• Accept calls, alerts, and escalations from customers and the Level 1 operations team within specified timeframes
• Handle incoming calls/tickets from multiple additional clients during downtime from the primary client.
• Act as the point of contact for user incidents reported by telephone, email, and remote monitoring tools ensuring all processes and agreed upon standards are followed. This includes performing system analysis techniques to consult with end users and determining the hardware and software system functional specifications.
• Consistently meet/exceed customer account needs; identify opportunities to enhance the delivery of company service and support goals.
• Engage in IT certification programs to develop subject matter expertise
• Work independently with a focused direction while adding value and contributing to overall team performance
• Maintain accuracy of all reports/audits and documentation based on Red River and customer-defined system specifications. Ensure log entries to the ticketing system are accurate, concise, and timely to meet internal and client SLAs (service-level agreements).
• Maintain case ownership and keep customers informed of progress on their issues by contacting them periodically with updates.
• Exercise sound judgment when working outside defined practices and procedures; accurately close incidents for known errors without the need for functional escalation.
• Escalate potential areas for improvement to standard operating procedures (SOPs) to team leadership.
• Keep current on new releases, updates, and changes to internal run book procedures.
• Continually pursue ongoing training and development opportunities to advance skill sets and, in turn, the ability to effectively deliver to customers.
• Maintain a clear understanding of the interdependencies that problem, change, and configuration management processes have on good incident management practices.
• Act as a mentor to Red River interns
• Provide after-hours on-call support as required
• Other business duties as assigned

Minimum Education/Certification/Experience Requirements:

• BS Business Administration, Computer Science, Engineering, or other technical degree or equivalent experience
• Previous technical support (success in Level One customer-facing roles) and experience in IT application or infrastructure with a focus on DBA, server, storage, backup, and network
• Proven ability to utilize CRM data, product documentation, and other resources to research and resolve client technical issues
• IT hardware/software knowledge with previous work experience in Windows and Unix/Linux-based environments
• Strong understanding of hardware and software compatibility ( i.e., rev. levels, firmware, versions, etc.), installation, and configuration
• Active SECRET security clearance

Preferred Education/Certification/Experience:

• Technical working knowledge in (2 or more of the following): Oracle DB 10g-12, Oracle RAC, Windows Server, MS SQL, Veeam/ActiveIO, HP Data Protector, WebLogic, and other major OEM’s required
• Working knowledge of Service Desk ITSM management solutions from ServiceNow, Splunk, and ScienceLogic

Background Check Requirements:

This role requires qualified candidates to pass a criminal background check by the State of California. Candidates are required to disclose any prior arrests, citations, or convictions for any felony or misdemeanor. Candidates will need to provide the details of any prior (nature of the offense, date, disposition/outcome). This includes any disciplinary actions while in the military. The State has the discretion to approve onboarding even if an individual has an arrest or conviction to disclose. This is solely at the discretion of The State. The State places significant value on the accuracy of the self-disclosure.