Sr. Enterprise Infra Ops Engineer

Overview

JOB SUMMARY: Handles all second level day-to-day ITS Infrastructure operations and support activities related to the desktop, network/telecom and server infrastructure outside of the datacenter, AV support (School of Medicine and Surgical Services environments) along with Enterprise software applications. Interfaces with all areas of Information Technology and Services to ensure customers are satisfied. 

EDUCATION/EXPERIENCE: Five years of combined experience working with data and voice aspects of a large scale infrastructure. Ten years preferred. Bachelor's degree in Information Technology, Computer Sciences or Health Sciences preferred. Experience in creation and implementation of project plans including resource supervision, change management, coordination with multiple teams and quality follow with the customer. Experience in a healthcare or healthcare related environment preferred. 

LICENSURE, CERTIFICATION, and/or REGISTRATION: ITIL Foundations and A Plus certification within 12 months of hire. Extron, HP, and Dell Hardware and Microsoft certifications preferred. 

ESSENTIAL FUNCTIONS: 

1. Meets with operational partners and customers to understand the area of IT functions in their area of business. 

2. Ensures that ITS hardware standards are followed. 

3. Ensures that ITS Infrastructure standards are being met. Escalates issues to Manager when necessary. 

4. Works closely with BRM team and Manager in ensuring that customers’ needs are being met and other support roles within ITS. 

5. Takes the initiative to stay involved and knowledgeable about IT technology offerings. Works closely with the business to ensure full understanding of projects and serves as technical escalation when needed. 

6. Shares knowledge and prepares updates related to support issues or customers’ needs that are presented. Works with BRM team and Manager on major projects and upgrades to ensure that support is in place. 

7. Works closely with ITS Project Coordinator to ensure support resources are available for go lives. 

8. Responsible for resource planning with assistance from the Manager. Works closely with Asset Management to ensure that full discovery of hardware assets is in place. 

9. Stays up to date with hardware and Infrastructure standards. 

10. Performs follow up and walkthrough with ITS Project Coordinator and BRM for new projects within 2 weeks of go live to create punch lists and to ensure quality work has been provided for the customer. 

11. Ensure hardware and software is appropriately procured, recorded, tracked, transferred and recycled to maximize software license optimizations 

12. Provides technical expertise to field technicians and serves as escalation for issues within the assigned areas. 

13. Ensure that weekly timesheets and updates are created and delivered to the Manager or uploaded to the site. 

14. Records time spent on projects to meet documentation requirements. 

15. Documents all critical workflows for assigned areas of coverage and ensures documentation is available to the Enterprise Infrastructure Operations Team. 

16. Documents all work performed in the ITS Service Management System. 

17. Identifies operational deficiencies and makes recommendations to the Senior Operations Administrators or Manager for review. 

18. Professional and effective communication with all ITS colleagues and with other professionals throughout the Wake Forest Baptist Health organization. 

SKILLS/QUALIFICATIONS: Knowledge of physician practice/healthcare, academic and research business as they relate to ITS Infrastructure and outside of the area of responsibility. Knowledge of telephony solutions and desktop hardware. Highly developed documentation, knowledge and information management skills Demonstrated ability in delivering project asset coordination functions; and experience in the use of asset management systems, especially software license and asset management Experience in analyzing SCCM data in relation to assets and software Demonstrated experience with hardware troubleshooting. In depth knowledge of Enterprise software and hardware troubleshooting serving as an escalation path for other areas of ITS support teams. Have an overall span of knowledge of support in the Enterprise. Serve as a conduit for communication from the customer Ensure that Testing and Quality are achieved in each project, installation or support function undertaken in areas of responsibility. Demonstrated ability to coordinate and deliver infrastructure deployment projects on time and on budget. 

WORK ENVIRONMENT: Clean, comfortable, office environment Subject to rapidly changing priorities Fast paced with long, irregular hours as needed based on business requirements Possible visits to student/academic areas, patient care areas such as patient rooms, operating rooms, or treatment rooms when needed for cross training and backup support of the Enterprise Infrastructure Operations Support