Technical Operations Center Engineer II

Overview

We are seeking a Technical Operations Center Engineer II to join our team at UnityPoint Health! This role works collaboratively in a team environment to provide technical solutions for enterprise clients. The TOC Engineer II communicates concepts to team members and clients with varying levels of technological understanding, is responsible for maintaining and understanding the business environment/business needs for internal and external customers in a 24x7x365 environment, and responds quickly and effectively to emergency and non-emergency situations. Applicants must have the ability to work under minimal supervision and under pressure, act with urgency, and have excellent attention to detail skills. Finally, this role participates in change-management, incident review and root cause analysis of outages, and helps to improve customer experiences. 

Hours: Monday-Friday 7am-4pm

Location: Remote - applicants preferably reside within the UnityPoint Health footprint of Iowa, Illinois, or Wisconsin 

Why UnityPoint Health?

At UnityPoint Health, you matter. We’re proud to be recognized as a Top 150 Place to Work in Healthcare by Becker's Healthcare several years in a row for our commitment to our team members.  

Our competitive Total Rewards program offers benefits options that align with your needs and priorities, no matter what life stage you’re in.  Here are just a few:      

• Expect paid time off, parental leave, 401K matching and an employee recognition program.   

• Dental and health insurance, paid holidays, short and long-term disability and more. We even offer pet insurance for your four-legged family members.  

• Early access to earned wages with Daily Pay, tuition reimbursement to help further your career and adoption assistance to help you grow your family.   

With a collective goal to champion a culture of belonging where everyone feels valued and respected, we honor the ways people are unique and embrace what brings us together.   

And, we believe equipping you with support and development opportunities is a vital part of delivering an exceptional employment experience. 

Find a fulfilling career and make a difference with UnityPoint Health.

Responsibilities

Infrastructure & Security:

• Respond to cybersecurity events received via automated alerts, email, and user reports. Utilize various security tools including anti-virus, anti-malware, network traffic analyzers, log aggregate applications to resolve or escalate security alarms.  Display proficient use of security tools to provide recommendations to Security Operations Center.
• Manage network access requests for new and existing devices. Implement recommendations from Compliance.
• Add/Remove servers from the enterprise backup environment. Validate nightly server backups were successful and troubleshoot backup failures.
• Monitor biomedical interface engine alerts and restart interfaces as required. Work with local biomedical staff to verify functionality of equipment.
• Clean up disk space on operating system drives and triage application drive space alerts to the appropriate teams.
• Verify network outages with internet service providers and work with Service Center for downtime notifications. Document upcoming maintenance notifications from internet service providers and create change records for internal reference.
• Troubleshoot and triage bang light alarms from datacenter walkthroughs.
• Manage all assigned queues within the ticketing system. Review change records for shift.  Update on-call rotation and shift schedules for the team.
• Add and remove servers from security patching.  Monitor the security patching process and validate servers are accessible after reboot.  Troubleshoot failed security patches and redeploy. 

Problem Resolution:

• Troubleshoot user sessions in Citrix. Utilize historical data and change records to determine the root cause.  Collaborate with application and infrastructure teams to determine a solution.
• Diagnose network connectivity issues including virtual private networks (VPN), local area networks (LAN), and wireless devices. Utilize security logs and real-time data identify possible issues.
• Tracks and thoroughly documents all necessary information on issues, problems, and procedural enhancements.  Maintains and submits status reports on service levels and performance.  Communicates with management in escalating important issues.  Keeps abreast of all systems and network changes and enhancements as they relate to client support. Keeps immediate management informed.

Project Management, Documentation, & Mentorship:

• Participate in and provide auxiliary support to the IT Technical Bridge. Gather resources, relay messages, and document the timeline of events if required.
• Identify and document learning opportunities and present to the larger group for discussion. Refine existing documentation to meet the needs of the team.
• Mentor new and existing team members.  Provide job shadows and mentorship to the IT Service Center

Qualifications

Education:

• Two-year degree or equivalent education or work experience will be accepted only if previous experience applies to specific systems

Experience:

• Six years’ experience as a Hardware Tech or Customer Support Representative or two years experience as TOC Engineer I
• Prior UPH IT experience preferred 

Licenses/Certifications:

• Valid driver's license