Systems Engineer

Systems Engineers play a key role in supporting the continued success of our customers across our Public and Multi-Cloud offerings.

The ideal candidate is an Engineer who thrives in a matrixed team environment, working collaboratively with Ethan’s global resource group to ensure that our customers are effectively supported and highly satisfied with our services.

Given the critical importance of cloud operations to our customer base, Engineers at Ethan are committed to delivering exceptional service and consistently go “above and beyond” to ensure customer success.

As a Systems Engineer, you will work closely with Senior Engineers to implement and manage cloud systems within Ethan’s Managed Service Framework

KEY RESPONSIBILITIES

The individual will be primarily responsible for Level 2 systems support of IT Public Cloud services provided to Ethan customers.

With a primary focus on Azure, the individual is expected to have broader domain knowledge or general familiarity across related systems including networking, other cloud providers, Kubernetes, server management and web-based apps.

The individual will be a part of a team responsible for all related ITIL services, including incidents, service requests, problem, change, and configuration management. The engineer implements requests, handles incidents and implements continual improvement initiatives, and delivers reporting.

Key responsibilities include

· Provide Level 2 systems support for Ethan’s Managed Public Cloud services delivered to customers.

· Build, deploy, and maintain Azure infrastructure.

· Prepare and implement technical change requests.

· Develop and maintain operational documentation and diagrams.

· Configure environments using ClickOps, scripting, and Infrastructure as Code (IaC) following DevOps best practices.

· Provide timely customer updates, technical analysis, and communicate Public Cloud-related information clearly to customers.

· Stay up to date with vendor-provided updates and best-practice cloud solution architectures.

· Participate in the after-hours on-call rotation.

Additional Responsibilities

· Effectively manage your time, maintain accurate timesheets, and ensure ticket records are up to date.

· Achieve agreed Key Performance Indicators (KPIs).

· Perform other duties as assigned by the Business Unit Manager or Team Lead.

· Adhere to all company policies and procedures at all times.

TECHNICAL SKILLS

Essential / mandatory

· Proficiency in Azure infrastructure management.

· Working knowledge of:

o Entra ID

o General infrastructure management

· Strong troubleshooting, analytical, and problem-solving skills.

· Scripting, automation, and Infrastructure as Code experience.

· Familiarity with GitOps and general DevOps processes.

· Solid understanding of the ITIL framework.

Desirable Technical Skills

· Experience in other Public or Private Cloud technologies or server management

EXPERIENCE

· Demonstrable experience in a similar Server or Cloud support role.

· 3+ years IT experience

· Experience in a Managed Services Provider environment in a similar role

· Other Public Cloud, Security, Linux, Kubernetes or general infrastructure experience

KEY PERSONAL ATTRIBUTES

· Strong desire to develop advanced skills in Public Cloud technologies.

· Exceptional customer service mindset.

· Excellent problem-solving abilities.

· Outstanding time management skills.

· Excellent written and verbal communication skills.

CERTIFICATIONS

Mandatory

· Commitment to obtaining certifications

Highly desirable

· Azure Associate-level certificate or certificates

Desirable

· AWS Sys Ops Administrator or AWS Cloud Practitioner

· Other Public Cloud, Security, Linux, or Kubernetes certifications

· Private cloud platforms such as VMware