Engineer III: Delivers on the execution of the business strategy and roadmap for the business service support and engineering dedicated to the needs of the cohort, or business unit (BU). As independent contributors, Engineers team and collaborate with other cohort engineers and cross-cohort members to attain high quality output and best customer experience. Engineer III work on large or complex projects within a BU area with undefined factors and may span multiple divisions. Responsible for entire projects or process implementing strategic goals of the department leadership. Problems are complex, with numerous considerations. Communication and influence with other team members within and outside BU, and department requiring extensive explanation or interpretation will be key to success. We hold ourselves and each other accountable to achieve our own and team's Key Performance Indicators (KPIs) and contributing to achieving the department goals.
Essential Responsibilities (includes, but not limited to) and Percentage of Time Spent
- Troubleshoot Technical Issues:Assess and diagnose non-standard requests and resolve technical issues by adhering to established Service Level Objectives (SLOs). Acts as point of escalation for Level I and II Engineers. Troubleshoot accordingly based severity and impact, following a tiered support model to maintain service quality and customer satisfaction. Supports Pax8 people by fulfilling complex user request and escalated customer or system incidents.
- Contribute to Project Work: Design, deploy, maintain, and document IT systems and processes by developing and implementing Technology Services IT systems and processes to deliver business transformation projects to meet our evolving business requirements. Scope of project work often implements strategic goals of department leadership. Participate in project management ceremonies, ensuring effective communication, obtaining or sharing information, and progress tracking.
- Support Maintenance and Resolution:Ensure continuity and availability of systems by managing backups, application installation and deployment, system patching, monitoring and alerting, access control frameworks, and task automation. Proactively identify and resolve issues to maintain optimal system performance and reliability. Participate and key contributor to blameless-post mortem, root cause investigations and problem creation for agile resolutions. Conduct technical review, consultation, architecture review and guidance with withing BU and across Tech Services department.
- On-Queue:Address critical issues and emergencies, ensuring prompt resolution to maintain system continuity and enhance customer satisfaction. May need to apply judgement to determine importance and urgency. Ensure availability for any planned events, triage and manage daily/weekly incidents. Occasionally, incident management may occur beyond standard working hours. Identify areas of improvement in this space to increase efficiency and effectiveness of the team
- Contribute to Knowledge Base:Contribute to and author knowledge-based articles in designated software, Standard Operating Procedure (SOPs), as well as automation scripts and application enablement.
- Personal Development: Drive your own personal development and performance improvements by participating in learning paths on Elev8, taking part in Pax8 L&D programmes, receiving peer or manager coaching, taking on stretch projects or on the job training. In addition to developing self, share experiences and knowledge to develop others on team.
Ideal Skills And Experience
- Experience in Technical Engineering and Administration.
- Experience with Azure Modern Workplace technologies, including services like AzureAD, InTune, SSO & Enterprise Apps, Teams, and SharePoint.
- Experience with cloud technologies and infrastructure, such as AWS or Azure.
- Demonstrated strong problem-solving and troubleshooting skills for large complex problems.
- Mastery in working with and for deploying moderate solutions.
- Strong understanding of system automation tools, such as Terraform, Ansible, Puppet, Chef or CloudFormation.
- Demonstrated ability to work as part of a team to undertake project work.
- Understanding of Agile and Waterfall project management methodologies and experience with tooling like Jira, MS DevOps, MS Project, ServiceNow, Trello, or Asana.
- Excellent verbal and written communication and collaboration skills with the ability to communicate at all levels
- Knowledge of security best practices and tools for cloud-based systems.
- Ability to grasp complex ideas and change direction quickly in a fast-paced environment
Role Competencies
Tech Savvy
- Scans the environment for new technical skills, knowledge, or capabilities that can benefit business or personal performance.
- Readily learns and adopts to new technologies
Problem Solving
- Problems are difficult and may impact multiple departments or specialties
Drives Results
Collaborates
- Partners with others to get work done and works cooperatively with others across the organization to achieve shared objectives.
Strategic Mindset
Required Education & Certifications
- At least 8 years of experience in technology or related field
- B.A./B.S. in related field or equivalent work experience
- Certifications or knowledge in Pax8 technology stack a plus
Desirable Certifications
- MS-900 - Microsoft 365 Certified: Fundamentals
- AZ-900 - Microsoft Certified: Azure Fundamentals
- AWS Certified Administrator
- Certifications in Pax8 technology stack a plus
Why join Pax8
Benefits
At Pax8, we recognise that our greatest assets are our people. We're committed to supporting your professional and personal well-being, offering a comprehensive benefits package designed to empower your success:
- At Pax8, we want to support you in both work and play. Sometimes there isn't enough time for the latter, which is why Pax8 offers an additional 2 weeks of bonus leave every year! AND YES, the 2 weeks are available from your first day!
- In addition to the above, we offer all our employees Private Health Insurance. Beneficial for when life happens!
- Unlimited growth through our learning & development (L&D) programs in an environment that fosters internal promotions, helping you gain the necessary skills to reach the next step in your professional journey!
- Develop Your Expertise with Paid Certifications: Gain valuable industry-recognised certifications, fully funded by us, to enhance your skills and expand your professional capabilities.
- Connect and Contribute: We believe in building a strong community. Our donation matching program, DEI-B events, and employee resource groups create an inclusive environment to ensure everyone feels at home at Pax8.
