IT Systems Engineer Excelligence Learning Corporation is the world’s leading tech-enabled platform company in early childhood and elementary education.
Educators, parents, and children in more than 40 countries use our 20,000 innovative, high-quality and grade-appropriate educational products and teaching solutions to teach, learn and grow.
Excelligence’s diversified portfolio of leading businesses and brands delivers quality, innovation, service, and value on a global scale, by leveraging cutting edge technologies, early brain research science, digital first product and go-to-market development, and state-of-the-art fulfillment.
Summary of Position: Manage the performance of Level 1 and Level 2 services & support to clients and ensure that service levels are achieved.
To ensure that customer expectations are met or exceeded.
Responsible for meeting and exceeding expectations regarding performance, meeting defined metrics/benchmarks, and that standards and processes are followed to provide effective customer service and meet requirements.
Help design, build, implement and manage network architecture and infrastructure.
Develop and manage information and asset security policies, maintain incidence response.
Develop and manage user security policy and security awareness training Manage service requests, incidents, and problems.
Report Key KPIs and trends on a weekly and monthly basis.
Oversee Solutions repository and ensure top quality solutions are available to the staff.
Manage process for communicating outage/emergency activities to the organization.
Work closely with vendors to minimize outages and optimize day to day operational efficiencies.
Review survey feedback to improve services, tools, and support experience.
Keep confidential all applicant, client, and verification and company proprietary information.
Specific Functions/Responsibilities: IT Service Desk AV Management Windows 10 Desktop Administration Enterprise Desktop Support/Help Desk Enterprise Printer/Copier Workstation/Laptop Builds/Setups/Moves New Employee Systems Setup JDA Administration Asset Management (Ivanti) Keep an accurate track of all assets – Desktop, Laptop, Server, Printer, Network, and all other equipment License Management Network Configure and deploy network hardware such as switches, routers and firewalls Configure and deploy VPN network Configure and deploy IDS and SIEM Plan, Test and Implement changes to network, as required Maintain persistent user access to network resources Troubleshoot and resolve network deficiencies or outages Document topology and configuration of the network and its components Write Standard Operating Procedures outlining common tasks Security Manage applicable compliance efforts, e.g.
PCI-DSS, GDPR, etc.
Develop, implement, and manage SIEM and log servers Audit network logs Investigate incidents to determine severity and conduct Root Cause Analysis Conduct internal and external vulnerability scans and direct remediation efforts Coordinate with vendors, contractors and auditors to secure all systems from any vulnerability.
Conduct periodic site surveys to ensure overall physical security Develop user Security Awareness training Develop and document baseline configurations of servers, hosts and other Network attached assets Implement and manage CMD Required Knowledge, Skills, and Abilities: IT Service Desk Advanced working knowledge of Windows 10, Office365, Active Directory A degree in computer science or a related engineering field preferred 5 to 7 years of IT experience Provide on-call support on rotational basis to maintain optimal uptime and after-hours support for upgrades, maintenance and service outages as needed.
Support internal Help Desk and troubleshoot problems with phone (desk and mobile), fax, desktop PCs, laptops, printers and other IT equipment and systems.
Maintain daily backup tapes of server data and ensure off-site rotation of tapes.
Maintain the data center and the colocation center Well organized, Flexible with “Can-Do” attitude.
Strong customer service attitude and a great team player.
Network Engineer Cisco networking equipment Palo Alto devices IDS and IPS Network Vulnerability scanners A variety of network diagnostic tools; NMAP, Wireshark, etc.
Log, SIEM and network auditing and reporting Active Directory management, specifically Group Policies Policy and procedure frameworks and documentation, NIST, ISO, etc.
PCI-DSS standards and compliance Symmetric and Asymmetric cryptography Ability to accurately document and write clear step by step procedures VPNs Wireless network technologies Communication protocols, VOIP, SIP, etc.
Microsoft Visio Physical Demands Must be able to lift 50 pound computer equipment for system setups.
Working Conditions/Work area
– Excelligence Headquarters, Office Cube Shift/Hours Required
– General office hours (8:30 to 5:30) Travel Required – up to 10% domestic.