Job Description

Job Title/Roles: Senior Systems Engineer & Cloud Systems Architect III & IV

Reports to: Aaron Marks (CTO)

Compensation: ? 20LPA - 50LPA

Position Description and Purpose: At TurnPoint we see our roles as a spectrum and this posting covers a range of engineer and architect roles at the top end of that spectrum.

As a TurnPoint Systems Engineer/Architect you will shape the technical direction of some of the most impactful companies in Seattle, and around the world. We cannot wait to do incredible things together. We value a culture of learning, growth, teamwork, and taking pride in our exemplary work.

You have done more than just administer systems that other people built. You have experience designing, planning, and implementing complex solutions. You are comfortable working autonomously and with the CTO and technicians as required.

You will oversee monitoring your own workflow, due dates, and project tasks. You will be accountable for accurately performing technical work and thorough internal documentation through to successful resolution and closure. In your role you will be accountable for escalating key executive and tech issues appropriately to CTO.

This is a work from home position (unless you live in the Seattle area) so you should have a dedicated, quiet place to work and a reliable internet connection.

Technologies We Work With (bonus points if you have worked with any/all of these technologies): * Microsoft Azure

• Microsoft 365
• Microsoft Defender (in all its forms)
• Windows AutoPilot
• Change Management Processes

Technical Responsibilities - 75% * Customer Service & Communication

• External: - Act as primary liaison between clients and internal technical team.
• Internal: Utilize effective communication skills to properly inform and apprise the team of issues.
• Language: Walk clients through the problem-solving process in plain language terms, on his/her tech level.
• Ticketing: Ensure proper recording, documentation and closure of all client inquiries using online tools.
• Client Support
• Daily: Conduct review of client monitoring and backups pertaining to tech projects, escalating issues as needed to CTO.
• Remote: Perform daily technical client consulting remotely.
• Onsite: Perform consulting at client locations as required for projects.
• Conduct advanced planning of client site visits and client work.
• Efficiency and Timeliness
• Efficient Project Management: Work efficiently through your projects and tasks to ensure that deliverables are met in a timely manner, while also allowing for the unexpected without letting it derail other projects.
• SLAs: Close support issues within Service Level Agreements - keeping us on time and budget.

• Tech Tools & Skills
• Self-Directed Work: Self-assign tech work.
• Quality: Troubleshoot and deliver accurate tech work.
• Tools: Effectively utilize online tools: ZenDesk, Asana, OneNote and other tools as required.
• Physical: Ability to move equipment and lift 50 lbs. as required.
• Self-Directed Work: Self-drive continued learning activities including technical certifications as required.
• Technical Documentation
• Internal: Record and document tech processes into TurnPoint Tech Manual.
• External: Record and document client environments to maintain current client technical documentation.
• Self-Directed Documentation: Identify missing documentation, initiate, and complete supplemental documentation where needed.
• Project Management - 15%
• Client Support
• Workflow: Balance customer communication, task execution, and project work for timely completion.
• Workflow: Adhere to workflow best practices: attention to detail, thoroughness and follow-through.
• Ticketing: Utilize ticketing and task management systems for effective project management:
• Ticketing: Receive, assign, delegate and monitor ticket threads via email.
• Tasks: Create, review and maintain tasks owned by self for support of client projects.
• Tasks: Maintain awareness of current work and status, managing through to successful closure.
• Leadership - 10%
• Client Support
• Internal: Escalate unresolved client queries to the CTO properly and in a timely manner.
• Internal: Track, route, and redirect issues to correct resources and internal team for support.
• Embody Company Values
• Conduct - External: Exemplify and champion superior client communication and service.
• Conduct - Quality: Emphasize quality, continuous improvement, and high performance.
• Conduct - Values: Enact and champion company policies.
• Best Practices
• Internal: Identify and help drive tech team standardization and best practices projects through to completion.
• Monitor: Budgets for owned projects and guide ensure co-workers are on-budget.
• Monitor Service Level Agreements for owned work and guide/ensure co-workers are on-budget.
• Growing the Team & Business
• Conduct - Training: Train and mentor the tech team.
• Conduct - Escalation: Advise managers about issues related to managing people as appropriate.
• Conduct - External: Participate in and support business development activities as required.
• Daily: Other duties as assigned.

Powered by JazzHR