IT Service Engineer

We are seeking a dynamic IT Service Engineer to join our team, focusing on developing and implementing strategies that would enhance customer experience with our services leveraging automation, data aggregation and observability tools. Role may be located in our Jersey City, NJ global headquarters or our Lehi, UT location. Both offer a flexible hybrid work model.

• You will enable our engineers across our services to see how their services are performing and interacting with business applications
• Determine customer requirements and work with service SMEs to improve service and/or develop solutions
• Build out auto remediation workflows
• Develop and maintain comprehensive documentation of processes and procedures for our services, including assessment checklists, questionnaires, presentations and diagrams
• Work closely with security teams to ensure that our services are in alignment with security standards and regulations
• Ensure that our services are highly available and reliable by designing and implementing fault-tolerant systems and disaster recovery procedures
• Develop custom metrics and dashboards to proactively identify and resolve issues

• Solid understanding (5+ years) of IT operations, system engineering (Windows, Linux) and observability principles
• A minimum of 4 years of experience skilled in developing automation using PowerShell and Python
• Communicate clearly and effectively with customers, operations, and service SMEs
• Someone who approaches work with an automation-first mindset
• Familiar with cloud infrastructure and platform services:  Amazon Web Services (AWS) (Azure secondary)
• Working knowledge of Windows and Linux
• Good understanding of logs, metrics and tracing services
• Strong scripting and automation skills Python and PowerShell for developing data analytics, remediation and alerting
• Excellent problem-solving skills and the ability to work collaboratively across diverse teams
• Strong analytical skills, with a focus on delivering actionable insights and improvement of our services
• Ability to be self-driven, handle multiple tasks concurrently, work independently and in a team-oriented environment
• Ability to work in a complex hybrid environment
• Familiarity with PowerBI and SQL queries are a plus
• Bachelor’s degree from accredited university or equivalent work experience