Under general direction as a top-level contributor, independently designs, administers, tests, implements, troubleshoots and maintains Infrastructure architectures to include all In.
Advises management on new design direction of hardware infrastructure as it applies to local, regional and global operations.
Analyzes current environment for capacity planning and performance tuning based on corporate goals and alignments. Partners with architecture group on Information System design issues.
Provides 3rd level support for Information Systems related issues, including its relative subcomponents. Evaluates, tests and contributes to recommendations on new / upgrades to Information Systems and their impact on existing system configurations.
Independently researches and resolves moderately to highly complex technical problems. Documents standards, implementation procedures and troubleshooting processes.
May act as project point-of-contact on one or more projects. Will help define and guide the activities of Engineer I and Engineer II personnel.
Be knowledgeable and up to date on current technologies, best practices, and BCD Travel technology and security policies and procedures :
Proactively on an ongoing basis, learn and improve both the technical and communication skills required to perform their duties to the best of their ability.
Promptly complete all required BCD Travel procedure, process, and security training.
Be knowledgeable and up to date on current technologies, best practices, and BCD Travel technology and security policies and procedures.
Request training for job functions or technologies they do not understand.
Has good communication Skills :
Communicates well downward, upward, and outward
Employs appropriate methods of persuasion when soliciting agreement
Maintains focus on the topic at hand
Maintain system uptime, perform upgrades, ensure maintenance continually and minimize downtime :
Drive to new levels of the infrastructure architecture and best practices by providing innovative ideas-based experiences
Keeps an open mind and welcomes ideas from a variety of sources, including old ideas from the company archives, ideas from employees (regardless of department) and clever suggestions from consumers.
Independent worker and free thinker, who can self-direct and are not afraid to question the existing norms and who will bring their own strong independent contribution to the table.
Deliver excellent customer service in a variety of settings :
Understands how managing customer perceptions and expectations enhance customer service. Personally, provides excellent service that pleases customers.
Takes responsibility for customer problems even (especially) when caused by someone else.
Responds to unexpected customer requests with sense of urgency and positive action. Demonstrates sincere concern and empathy when a customer complains.
Develops a reputation for delivering excellent customer service in a variety of settings.
Education & Experience
5 - 8 years Technical Experience in a 24 x 7 IT Environment
Advanced Communication Skills, Oral, Written and Presentation
Advanced Knowledge of IT Systems
Advanced Troubleshooting and Problem-Solving Skills
Excellent Customer Service Skills
Ability to Maintain, Develop, Interpret and Follow Written IT Policies and Procedures
Experienced with Microsoft Business Software Applications and other Communication Tools
Project Management Skills
Certification in ITIL Standards
Microsoft and / or Cisco Certifications
Familiarity with ISO and PCI Standards
IT / Telecom