• Systems Engineer

    Job Location(s) US-PA-Collegeville
    Requisition #
    2018-18971
    Category
    Information Technology
    Type
    Full-Time
  • Overview

    Founded in 1951, Iron Mountain Incorporated (NYSE: IRM) is the global leader in storage and information management services. Iron Mountain is committed to storing, managing and transforming what our customers value most, from paper records to data to priceless works of art and culture. Providing a full suite of solutions – records and information management, data management, digital solutions, data centers and secure destruction – Iron Mountain enables organizations to lower storage costs, comply with regulations, recover from disaster, and protect their data and assets from a complex world. Visit the company website at www.ironmountain.com for more information.
     
    Iron Mountain enables 94% of the Fortune 1000 to smartly and securely manage their physical and digital information assets. With unmatched innovation and collaboration, our teams create information management solutions for our customers’ data, no matter what format, location or lifecycle stage it’s in and no matter where it’s kept. We are more than 17,000 people strong and growing. We’ve been a trusted records management leader since 1951.
     
    Iron Mountain is an equal opportunity employer, and does not unlawfully discriminate on the basis of race, color, religion, sex, national origin, marital status, age, sexual orientation, gender identity characteristics or expression, disability, medical condition, U.S. Military or veteran status or other legally protected classifications in making employment decisions.


    Iron Mountain Canada is an employer broadly committed to providing an inclusive work environment that welcomes all people.  Globally, we believe it is our diversity that contributes to our companies’ shared success. We work hard always to avoid discriminating on any grounds other than capability to perform the requirements of the job.

     

    Iron Mountain complies with the Accessibility for Ontarians with Disabilities Act and welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.

    Responsibilities

    The Systems Engineer is responsible for the technical support of Iron Mountain’s applications and services supported by the IT Service Delivery Team. The Systems Engineer is a Subject Matter Expert, capable of researching and resolving complex known and unknown problems. The Systems Engineer is well versed in root cause analysis and is capable of working within and between departments to prevent and resolve complex issues. The Systems Engineer serves as a mentor or escalation point for Associate Engineers and new team members to help resolve highly complex application issues and requests.

     

    Responsibilities include:

     

    •Troubleshooting and resolution of technical issues and functional questions

    •Analyzing and execution of Stored procedures to run the ad-hoc reports

    •Analysis and investigation of application failures

    •Technical Research, Troubleshooting, root cause analysis of system and application related issues

    •Providing workaround solutions to the reported problems

    •Provide “How To” user support not resolved by Level 1

    •Outage resolution & performance stabilization

    •Incident resolution within agreed SLAs

    •Incident closure with appropriate product types and classification details

    •Handle Information requests and ad-hoc queries

    •Managing queue, prioritizing tickets, ensure proper assignment and closure of tickets

    •Monitoring alerts of batch jobs and applications while being on call

    •Convert Incidents into problem as required

    •Understanding & analysis of user requirement for minor enhancements.

    •Update the knowledge base on new platform issues and resolution

    •User Account Management (Creation/Delete/Modify)

    •Identify reasons to reduce number of incidents

    •Support metrics reporting ( Monthly/Quarterly)

    •Managing and Performing recurring and scheduled activities

    •Ensure IT processes related to security, compliance is followed

    •The Systems Engineer is expected to act as a mentor and coach for Systems Specialists. They are expected to collaborate with other IT teams in order to identify and help resolve recurring issues.

     

    Qualifications


    •SQL server and query proficient.

    •.net proficient

    •Good debugging skills

    •Good writing and application troubleshooting skills

    •Any ticket tool (Assyst, Remedy, HPSM, Service Now)

    •Strong written and verbal communication skills with the ability to present

    •Demonstrates professionalism, integrity, and a positive attitude

    •Strong programming (Progress and/or SQL) and analytical skills

    •Customer satisfaction orientation

    •Ability to demonstrate creative thinking

    •Ability to develop relationships, work well with teams, and influence others

    •Industry and/or company knowledge

    •Exhibits a positive approach and the ability to work efficiently as either an individual contributor or team lead

    •Strong willingness to learn new technologies, dive into challenges and take direction

    •Understand technical components of the job

    •Successful adapting to change

    •Attention to detail and process oriented

    •Effective time & prioritization management

    •Global/International Oriented

    •This position requires excellent inductive and deductive reasoning skills. The candidate must be able to demonstrate resourcefulness and self-motivation to gather information and knowledge required to solve difficult system issues/requests. The Engineer must be able to identify trends through inference and deep product knowledge.

    •ITIL V3 Foundation certification (preferred)

     

    Compliance Obligations:

     

    It is the responsibility of every Iron Mountain employee:

    • to comply with all applicable laws, rules, regulations, and company policies
    • to exhibit ethical behavior in accordance with our Code of Ethics and Business Conduct 
    • to complete required training within the allotted time frame