Systems Engineer

Job Description:

SUMMARY

The Rakuten Americas IT department is seeking an experienced Systems Engineer to manage and maintain company endpoints in a large enterprise environment, with a focus on endpoint protection solutions.

KEY RESPONSIBILITIES

• Maintain and operate enterprise configuration management platforms (Jamf, Intune, MECM), endpoint protections, policies and services (Zscaler, Cyberark)
• Provides expert technical support, administration, and engineering on all Microsoft Windows and MacOS devices
• Maintain patch management processes and facilitate deployment across endpoints
• Ensure systems integrity through change control and problem management procedures and communication with internal customers
• Act as point of escalation for Level 2 support and major incidents, working with vendors to resolve complex technical issues
• Collaborate with IT Managers to identify and resolve recurring issues relating to user computers and applications
• Create control features to meet organizational standards and engaging in quality control procedures to ensure systems are efficient and operational
• Create and maintain operating system images and application packages
• Participate in the building, testing, preparing, and deployment stages of the endpoint configuration and release management processes
• Manage and maintain the systems and processes that enable management & security on the endpoints
• Package applications to be delivered automatically or through self service portals such as Software Center (Windows) and Self Service (MacOS)
• Actively support and maintain the configuration and patch management tools such as Intune, Jamf, MECM/SCCM, CrashPlan, etc.
• Build and maintain endpoint configuration baselines
• Maintain documentation, including operational procedures, knowledge articles, user reference guides, and project plans

• Knowledge and experience with desktop operating systems (Microsoft Windows and MacOS), software applications (CrashPlan, Bitlocker, Code42), and basic hardware for PC and Apple devices
• Knowledge and experience with the management and support of Microsoft Active Directory Domains.
• Knowledge and experience with the management and support of O365, and common productivity applications (Zoom, VPN, LastPass)
• Knowledge of networking/wireless components and terminology
• Basic knowledge of PKI infrastructure and applications
• Experience with endpoint management tools and services like Jamf Pro and Intune
• Excellent problem solver; able to prioritize and coordinate between tasks
• Knowledge of mobile device configurations and troubleshooting
• Passionate about delivering excellent customer service
• Strong organizational and documentation skills
• Able to work effectively in a team environment as well as alone

• Bachelor's Degree in Information Systems or related field or equivalent work experience
• 3 or more years of demonstrated experience with desktop support/imaging
• Experience with scripting languages such as BASH, PowerShell or python
• Experience with endpoint protections (Zscaler ZIA, ZPA, Code42, Cyberark)
• Demonstrated knowledge and ability to administer enterprise management systems such as Autopilot, JAMF Pro, MECM/SCCM, Active Directory/Group Policy, Okta
• Demonstrated knowledge and ability to package applications and configuration policies to be deployed in an enterprise environment via MDM
• Advanced understanding of various infrastructure technologies such as WAN/LAN, TCIPIP, DHCP, DNS, VPN, Windows Server operating systems
• Experience with reporting technologies in configuration management systems