System Operations Engineer

About this role:

Wells Fargo is seeking a System Operations Engineer.

In this role, you will:

• Participate in complex technical issues and initiatives related to large scale applications, systems, databases, or other technical products and services
• Identify opportunity for process improvements within technical support strategies and plans
• Review and analyze technical queries to extract data, create standard databases, or perform limited programming to fine tune systems supporting low to medium risk technical deliverables
• Present recommendations for resolving complex technical queries
• Exercise some independent judgment to analyze performance trends and recommend process improvements while developing understanding of technical process controls or standards
• Work as an internal consultant regarding use of tools and processes
• Provide information related to supported system area to functional colleagues, internal partners and stakeholders, including internal customers

Required Qualifications:

• 2+ years of Systems Engineering experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
  

Desired Qualifications:

• Minimum Education: Bachelor's degree in computer science, Information Technology, Engineering, or a related discipline.
• Good knowledge of Windows 10/11, macOS, Microsoft 365, hardware, and peripheral troubleshooting.
• Experience with end-user/desktop support, incident management, and troubleshooting.
• Working knowledge of Intune, Active Directory, Azure/Entra ID, Cloud PC/VDI, and device management is preferred.
• Good understanding of networking fundamentals, including LAN, Wi-Fi, VPN, and basic connectivity troubleshooting.
• Strong customer service, communication, and interpersonal skills.
• Ability to work independently and collaborate effectively with other technology teams.
• Willingness to provide 24/7 support, work in rotational shifts, and be flexible based on business requirements.
• Experience in System Administration Desktop troubleshooting skills.
• Quickly adapt to the business objective of the organization and adhere to the policies and procedures.
• Proficient knowledge on Microsoft Operating System Windows 10 and Windows 11) is a Mandate.
• A good understanding of network terminologies, Cisco products and should have worked on basic to intermediary level on networks. (LAN/WAN)
• Should have working knowledge on Windows Server administration principles.
• Should have strong skills on incident management and should have understanding and participation skills on problem management space
• Knowledge of Apple hardware
• Microsoft Experience (preferably but not essential MSCE) - incl. AD, Exchange, Office 365, Intune MDM
• Experience of Network/Firewalls/Printers setup and maintenance
  Experience with Mobile Phone/iPad setup
• Ability to Manage SLA's and Priorities
• Good Customer Service skills - Able to communicate clearly and precisely
• Excellent background in Technical Support - Managed services environment an advantage
• Knowledge of ITIL an advantage
• Minimum Degree
• ITIL certification
• Knowledge on VMWare Concepts, Azure Cloud Concepts, SNOW, OS troubleshooting skills

Job Expectations:

• 24/7 Support Readiness: Be prepared to provide support during critical incidents, business-impacting issues, and planned activities outside standard working hours when required.
• Flexible Working: Demonstrate flexibility to work across different shifts, weekends, or extended hours based on business and operational requirements.
• FTS Operational Support: Provide effective onsite support for incidents, service requests, Tech Express activities, device provisioning, hardware/software issues, and user escalations.
• Business-Critical Support: Prioritize and respond promptly to high-impact issues to minimize disruption to business operations.
• Ownership Accountability: Take end-to-end ownership of assigned issues and ensure appropriate follow-up through resolution or escalation.
• Cross-Team Collaboration: Work closely with Service Desk, infrastructure, network, security, and other technology teams for timely resolution.
• Continuous Improvement: Identify opportunities for automation, knowledge-base creation, shift-left enablement, and reduction of recurring incidents.
• Adaptability: Be willing to support multiple technologies, locations, and changing business requirements as needed.