Iron Mountain Incorporated

Systems Engineer, Level 3 Support - Remote


United States US

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Job Description

At Iron Mountain we protect what our customers value most, from the everyday to the extraordinary, while helping them bridge the physical and digital world. Our people have the opportunity to bring their creativity to a workplace that thrives on change. Here, you will be part of a team that doesnt just embrace whats exceptional. It creates exceptional.
We are looking for a talented Systems Engineer, Level 3 Support who has the experience necessary to help build out our existing infrastructure and troubleshoot problems as they arise. We are a growing team creating an exciting new product utilizing the latest technology in machine learning and cloud services. The ideal candidate for this position can prioritize mission critical tasks and coordinate expansion of our system so updates and other maintenance tasks do not get in the way of daily operations. In addition to solid technical, analytical, and troubleshooting skills, the candidate must have great soft and customer services skills allowing them to confidently interact with customers and explain highly technical concepts in simple easy to understand terms. Further experience with Google Cloud Platform and Release Management process is strongly desired.
The Systems Engineer, Level 3 Support will be in the Iron Mountain InSight™ organization. InSight™ will enable full lifecycle management for Customers physical and digital records and information and provide predictive insights into that information, through a consumer quality user experience. This newly created and critical organization will be instrumental in supporting Iron Mountain customers digital transformation and expanding Iron Mountains relevance as global Information Management Services provider.
Position Highlights:
• Competitive Salary(DOE) + Bonus Program
• Comprehensive Benefits Package
• Paid vacation, paid holidays, paid sick/personal time
• Tuition Reimbursement
• 401K with company match
• Employee Stock Purchase Program
• EAP- Employee Assistance Program
Responsibilities :
• Coordinate system changes and represent the InSight™ team on Change Management meetings
• Troubleshoot and analysis of system issues as they arise
• Join critical incident calls for priority 1 issues as the InSight subject matter expert
• Work with Development and Engineering teams to troubleshoot and resolve issues
• Create and maintain system documentation and support processes
• Provide training and documentation to lower level teams as needed
• Identify support tasks that can be shifted to lower level teams
• Communicate verbally and in writing with InSight customers
• Work with Project Management, Sales, and Implementation teams on Proof-of-Concepts and customer onboardings
• On-call responsibilities
• Identify areas of process improvements and automations
• Other duties as assigned
Qualifications :
• Strong communication, collaboration and problem solving skills with a track record of delivering production grade systems in a team environment
• Motivated individual who learns quickly, has pride in building a new product and can engage others to accelerate technical solutions
• Minimum Bachelors degree or equivalent experience
• Experience in working with geographically distributed teams
• Excellent written and verbal communications skills with external customers
• Written and verbal proficiency in the English language
• Experience with Google Cloud Platform strongly desired or other cloud platforms
• Experience with AWS Cloud platform plus
• Strong Experience in Linux
• Experience with Bash scripting
• Excellent Ticketing Experience
• Excellent Remote Troubleshooting experience
• Excellent Customer Service Skills
• Familiarity with Splunk desired
• Familiarity with Docker, Kubernetes, ElasticSearch, REST API technologies desired
• Experience with Content Service Platforms (CSPs) such as Alfresco, Hyland, or Nuxeo strongly desired
• Experience with MoogleDB a plus
• Experience with SQL and database concepts and the ability to write complex SQL queries
• Good Documentation Skills and experience writing support documentation
• Good Training and knowledge transfer skills and experience
• Experience with server oriented architectures and web platform applications
• Experience working with and coordinating issue resolution with 3rd party vendors
• Multilingual in either German, French, Spanish is a plus but not required
• Be self-motivated with minimal supervision
• Be able to work in a fast paced collaborative environment with a global team
• Minimum 6 year experience in supporting Enterprise level applications
• Minimum 4 years experience working with and supporting external customers
• BS, MS or MBA from accredited/recognized university
Category: Information Technology Group
Iron Mountain is committed to a policy of equal employment opportunity. We recruit and hire applicants without regard to race, color, religion, sex (including pregnancy), national origin, disability, age, sexual orientation, veteran status, genetic information, gender identity, gender expression, or any other factor prohibited by law.
To view the Equal Employment Opportunity is the Law posters and the supplement, as well as the Pay Transparency Policy Statement, CLICK HERE
Requisition: J0028799

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