IT End User Support Engineer

• Research, design, and develop operational support services for business applications and information systems
• Deploy moderately complex end-user or enterprise infrastructure, applications, and services under senior technologist guidance
• Identify, develop, and prioritize support services based on business criticality
• Collaborate within IT technical teams and lead small teams of support engineers or applications specialists when required
• Analyze business requirements and configure third-party software
• Implement infrastructure solutions, create documentation, conduct testing, and maintain applications, infrastructure, and information systems
• Manage and administer complex infrastructure or software platforms and user groups
• Coordinate incident life cycles or lead service delivery for complex issue resolution
• Identify potential escalations, communicate them to management, and lead escalations through L4
• Solve difficult and complex problems, manage projects independently, and select creative solutions
• Lead moderate to high complexity projects, deliver professionally written reports, and support operational and strategic plans

Requirements

• Four-year or Graduate Degree in Information Systems, Computer Science, or any other related discipline or commensurate work experience or demonstrated competence
• Typically has 4-7 years of work experience, preferably in project management, production support of information technology (IT) services, or a related field
• An advanced degree with 3-5 years of work experience is an alternative
• ITIL Certifications preferred
• Advanced technical knowledge of infrastructure or software platforms and user groups of moderate to high complexity
• Knowledge of Active Directory, Agile Methodology, Amazon Web Services, Automation, Computer Science, DevOps, IT Infrastructure, Microsoft Azure, Operating Systems, Python, Scripting, SQL, System Administration, Systems Engineering, Virtualization, Windows PowerShell, and Windows Servers
• Effective Communication
• Results Orientation
• Learning Agility
• Digital Fluency
• Customer Centricity

Core Competencies

Demonstrates advanced technical knowledge of infrastructure and software platforms, with a strong focus on project management and production support. Capable of leading teams, managing complex issues, and delivering effective solutions in IT service environments.

Highest-signal resume keywords

• Project Management
• ITIL Certification
• Active Directory
• Amazon Web Services
• Python

Hard Skills

• Infrastructure Management
• Software Platforms
• System Administration
• SQL
• Windows PowerShell
• Virtualization
• Agile Methodology
• DevOps
• Scripting
• Operating Systems

Soft Skills

• Effective Communication
• Results Orientation
• Learning Agility
• Digital Fluency
• Customer Centricity

Certifications & Qualifications

• ITIL Certification

Industry Keywords

• Information Systems
• Computer Science
• Production Support
• IT Services

Tools & Technologies

• Microsoft Azure
• Windows Servers
• Automation