IT Systems Engineer Ii

**At ICON, it’s our people that set us apart. Our diverse teams enable us to become a better partner to our customers and help us to fulfill our mission to advance and improve patients’ lives.**

**Our **‘Own It’** culture is driven by four key values that bring us together as individuals and set us apart as an organization: Accountability & Delivery, Collaboration, Partnership, and Integrity. We want to be the Clinical Research Organization that delivers excellence to our clients and to patients at every touch-point. In short, to be the partner of choice in drug development.**

**That’s our vision. We’re driven by it. And we need talented people who share it. If you’re as driven as we are, join us. You’ll be working in a dynamic and supportive environment, with some of the brightest and the friendliest people in the sector, and you’ll be helping shape an industry.**

**IT Systems Engineer II (IT Operations Engineer II)**

Working closely with the System Engineering, Storage, Collaborations and other Infrastructure and Platform Teams, IT Digital Operations deploys and executes on topology design, building out enterprise grade servers and solutions in our US, EU and APAC Datacenters. We deploy onto our global VMware infrastructure a variety of supported operating systems and technologies. The team also harnesses our global team covering APAC, EU and US time zones to provide enterprise level support on our datacenter infrastructure. We provide training and access to knowledge base to ensure you are successful at resolving incidents.

The IT Systems Engineer II (IT Operations Engineer II) will ensure the stability, integrity, and efficient operation of enterprise servers, components, and related technologies, in support of core organizational functions.

**Responsibilities**:

- Planning, coordination, and implementation of server/storage/technology installations, upgrades, routine maintenance and vendor-supplied patches in accordance with established Information Technology (IT) policies and procedures.
- Develop and maintain standard operating procedures (SOPs), Installation Qualifications (IQs), training materials, and documentation adhering to industry best practices.
- Monitor and tune systems to achieve optimum performance levels; provide performance statistics and reports.
- Prioritize and respond to Service Desk tickets as appropriate. Documents known issues and provides solutions to proactively reduce service desk tickets.
- Provide timely response to escalations in accordance with service level agreements (SLAs); act as technical escalation and resource to junior team members.
- Manage enterprise directory services and supporting server infrastructure.
- Participate in key process improvements as they relate to the client/server and core infrastructure services environment.
- Coordinate and collaborate with other functional areas within IT to ensure availability, reliability and scalability of corporate servers to meet business requirements.
- Demonstrated ability in being a participant for projects based on IT initiatives. Ownership of key tasks/milestones to achieve a successful implementation/closure.
- Possesses an attitude of ownership and accountability with regards to the responsibilities of the role and mentoring junior staff.
- Proven track record of advanced diagnosis and troubleshooting skills to resolve problems.
- Participate in development, testing, and implementation of business continuity and disaster recovery plans.
- Provide off hours support through the use of a rotating on call procedure.
- Recognize, exemplify and adhere to ICON's values which center around our commitment to People, Clients and Performance.
- As a member of staff, the employee is expected to embrace and contribute to our culture of process improvement with a focus on streamlining our processes adding value to our business and meeting client needs.
- Travel (approximately 5%) domestic and/or international

**Requirements**:

- Bachelor’s Degree, or local equivalent, in related field or equivalent relevant work experience; Industry standard certifications preferred.
- Minimum of 2-3 years of related experience in a technical position supporting enterprise infrastructure required. 5+ years of related experience in a technical position supporting enterprise infrastructure preferred.
- Solid working knowledge of various technologies including items such as: Windows Operating Systems, Citrix XenApp, Exchange 2010, Microsoft Clustering, Powershell, VMware ESX/ESXi/View, DNS, DHCP, and What’s up Gold.
- General knowledge of storage technologies such as storage area network (SAN) or Network-attached storage (NAS) as well as Unix based operating systems.
- Experience installing, configuring, and maintaining server hardware and associated equipment.
- History of individual contribution to successful projects such as task ownership and or implementation.
- Due to the nature of this position, it may be re