Specific Duties and Responsibilities:

• Application and systems troubleshooting, testing, and installation.


• Interact with various internal IT support functions, Development, Operations, Networking, and external 3^rd party vendors to trouble shoot and resolve complex problems.


• Ability to deploy and support complex 3^rd party developed applications


• Excellent problem solving, planning and organizing skills.


• Actively identify incidents and manage the incident resolution process to provide service recovery.


• Work with appropriate internal and external support providers to analyze root cause analysis and provide permanent fix or work around.


• Proactive monitoring and management, Level 1 support for servers, backup processes, telephony equipment and the like.


• Ensure compliance with departmental policies (i.e. change control, IT security standards, release management, incident management).


• Work to provide services to agreed SLA’s.

Minimum Qualifications and Experience

It is expected with limited supervision the candidate will be able to deliver each of the key objectives of the role identified above.

• A strong knowledge of systems troubleshooting, testing and implementation of systems and applications.


• Demonstrable experience of working in a real time production environment.


• Ability to provide guidance and communicate across organizational boundaries to a varied audience and skill sets.


• Windows2003 Server / Active Directory administration and systems management skills.


• Veritas BackupExec administration experience preferred.


• McAfee ePO experience preferred. 

Preferred Qualifications

• Superior organizational skills, with a disciplined approach to implementation, support and documentation.


• Ability to work under pressure with multiple tasks and tight deadlines


• Excellent interpersonal and communication skills.


• Strong focus on Customer Service excellence for both internal and external customers.


• Team player


• Ability to work extended / weekend hours as required as well as on call services.


• Logical and structured and enjoys resolving problems and user interaction.


• Self motivated and highly professional with the ability to take on responsibility.


• A desire to learn and improve skills and knowledge.


• Energetic and enthusiastic.


• Flexible and pragmatic.


• Ability to commit to the role.


• Able to lift and move heavy equipment on occasion.

Working hours

The role will be based at Salt Lake City, UT and is currently based around a shift pattern covering the hours of 7am to 8pm Monday through Saturday. On call will also be required to cover 24x7 business critical services.

Reports to

IT Supervisor