Archer IT Engineer

Archer IT Engineer

Archer is a leading provider of integrated risk management (IRM) solutions that enable customers to improve strategic decision-making and operational resilience with a modern technology platform that supports qualitative and quantitative analysis driven by both business and IT impacts.  As true pioneers in GRC software, Archer remains solely dedicated to helping customers manage risk and compliance domains, from traditional operational risk to emerging issues such as ESG.  With over 20 years in the risk management industry, the Archer customer base represents one of the largest pure risk management communities globally, with more than 1,200 customers including more than 50% of the Fortune 500.  Learn more at www.ArcherIRM.com.

The IT Engineer provides expertise to ensure holistic support, proactive monitoring, and overall health of IT applications, IT tools, infrastructure (hardware, data, software), security, information access, system performance and data integrity. Utilizes appropriate IT tools to resolve issues within global, complex technical, business- and mission-critical environments. Is deemed a subject-matter expert in more than one technical discipline. Recognizes recurring problems and proactively works cross-functionally and interdepartmentally throughout the organization to recommend solutions and process improvements. Works with other IT groups, vendors, and business units to lead, monitor and resolve system outages.

Principal Accountabilities

• Coordinates, diagnoses and troubleshoots incoming internal end user calls.
• Provides first level support services to internal end users with technical problems and information technology issues involving desktop, laptop or network services from local personnel or from internal end users using network remote access.
• Provides timely resolution of problems or escalation on behalf of customer to appropriate higher level resolver teams.
  Provides case status updates to management and end-users.
• Supports and maintains effective relationships with users.
• Develops, documents, and implements standard operating procedures and customer service guidelines relating to IT support.

Principal Responsibilities

• Troubleshoots complex, intricate technical problems to ensure optimal service levels; works on multiple incidents and/or projects simultaneously.
• Acts as a point of escalation in complex, critical instances and may delegate tasks to peers and others throughout internal organization.
• Utilizes tools to verify and validate that proper thresholds and infrastructure/application information are represented and set appropriately.
• Investigates major service interruptions and service interruption resolutions and may assist in ensuring future stability of infrastructure and data.
• Communicates with cross-functional and inter-departmental teams, including executive and managerial audiences, to
  provide problem resolution updates.

Skills

• Strong technical aptitude
• Able to adapt to change
• Strong problem-solving skills
• Sense of urgency
• Strong troubleshooting skills
• Strong customer service skills
• Strong communication skills

Education and Experience

• Typically requires 5+ years of related experience in a professional role with a bachelor’s degree; or 3+ years with a
  Master’s degree; or a PhD without experience; or equivalent experience

RSA is committed to the principle of equal employment opportunity for all employees and applicants for employment and to providing employees with a work environment free of discrimination and harassment. All employment decisions at RSA are based on business needs, job requirements and individual qualifications, without regard to race, color, religion, national origin, sex (including pregnancy), age, disability, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, protected veteran status, genetic information, or any other characteristic protected by federal, state or local laws. RSA will not tolerate discrimination or harassment based on any of these characteristics. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. All RSA employees are expected to support this policy and contribute to an environment of equal opportunity.

If you need a reasonable accommodation during the application process, please contact rsa.global.talent.acquisition@rsa-cybersecurity.com. All employees must be legally authorized to work in the US. RSA participates in E-Verify. RSA and its approved consultants will never ask you for a fee to process or consider your application for a career with RSA. RSA reserves the right to amend or withdraw any job posting at any time, including prior to the advertised closing date.