Provides ongoing technical support and maintenance of production and development systems and software products (both remote and onsite) and for configured services running on various platforms (operating within a defined operating model and processes). Provides hardware/software support and implements technology at the operating system-level across all server and network areas, and for particular software solutions/vendors/brands. Responsible for Level 2 intermediate level troubleshooting.

• Implements medium to high risk changes on production systems.

• Participates in the planning and designing of new platforms and integrating new technologies into existing infrastructure.

• Resolves Level 2 incidents affecting the operation/availability of production systems, through troubleshooting and implementing known fixes.

• Deploys standard repeatable build outs of medium complexity.

• Installs, configures, patches and maintains appropriate technologies (e.g. servers/databases/network/ storage/software solutions).

• Supports intermediate backup strategies and disaster recovery tests. Serves a resource to level 1 technicians on routine backup strategies and disaster recovery tests.

• Analyzes system performance indicators and recommends improvement actions.

• Assists with monitoring vendors' release notes and implements necessary upgrades and patches as required.

• Installs and maintains third-party tools.

• Makes proactive suggestions for service improvements.

• May train less experienced staff in the supported products and best practice for production support.

Minimum Qualifications

• Associates Degree or equivalent relevant experience; Bachelor’s Degree in Information Technology, Computer Science or a related field preferred.

• 2-5 years of experience in information technology, systems administration or other IT related field.

Other Job Specific Skills

• Strong knowledge of Microsoft Operating Systems and products that include Microsoft Windows, Windows Servers, Microsoft Office365 and SharePoint, Microsoft Teams.

• Applies standard methodology, techniques, procedures and criteria.

• Ability to analyze, troubleshoot and resolve intermediate level system hardware, software or networking related problems.

• Ability to communicate effectively, both orally and in writing and to translate technical terminology into terms understandable to non-technical employees.

• Exceptional customer service skills.

• Experience preferred with cloud infrastructure, digital workspace, and storage technology

EEO Requirements

It is the policy of ASM that an individual's race, color, religion, sex, disability, age, gender identity, veteran status, sexual orientation or national origin are not and will not be considered in any personnel or management decisions. We affirm our commitment to these fundamental policies.

All recruiting, hiring, training, and promoting for all job classifications is done without regard to race, color, religion, sex, veteran status, disability, gender identity, or age. All decisions on employment are made to abide by the principle of equal employment.