Systems Support Engineer II

Beyond Finance•Houston, TX

1d•$90,000 - $105,000

About The Position

We are seeking an IT Support Engineer able to contribute towards Beyond Finance’s ambitious growth. You will provide strategic, innovative, and cost-effective support solutions to increase efficiency, reliability, and integration of our services and operations. You will work in a semi-autonomous and fast-paced environment.

Requirements

Advanced Experience with Windows operating systems, and hardware troubleshooting.
Strong experience with Query languages and supporting platforms like Datadog.
Previous experience with DEX platforms such as Nexthink.
Strong expertise with powershell, bash, python or other scripting languages.
Experience with APIs and webhooks, including development of custom JSON payloads.
Excellent customer service skills with the ability to work quickly and effectively.
Experience with Call Center technologies & Network troubleshooting.
Experience with a major platform for ticketing and support (FreshService, Zendesk, Zoho, ServiceNow, etc.)
Ability to troubleshoot in unfamiliar territory, provide technical support, and maintain third-party commercial SaaS applications.
Excellent written and verbal communications skills.
Proven ability to work successfully with limited supervision.
Ability to consult and develop comprehensive project plans, timelines.

Responsibilities

Identify AND remediate IT trends impacting end-users device performance.
Develop corrective and preventative actions to minimize user downtime.
Troubleshoot end-user reported issues using DEX platform and identify root causes.
Create detection methods to reliably diagnose IT issues via key metrics.
Develop remediations using scripting and other methods.
Create IT health reports on a per department basis.
Design, install, configure and maintain a comprehensive IT infrastructure with a focus on Microsoft Windows.
Develop integrations and automations using API.
Participate in incident management and assist with scoping and remediation efforts.
Investigate, diagnose and resolve hardware and network issues.
Manage, troubleshoot and provide solutions for a wide range of technical issues impacting users in person and remotely.
Identify and escalate trends, bugs and other system errors to Escalation, IT Engineering and Security teams.
Build and maintain document library, knowledge base articles.
Provide internal training and address knowledge gaps.