Operational support of the Wells Fargo Physical Access Control Technologies (PACT) team, involving supervision of escalated support tickets, firmware migrations, and oversight of a 24x5 operations team. The team supports incident and problem management, endpoint and application configuration, and hardware lifecycle management, while remediating exceptions, issues, and vulnerabilities related to PACT.
Requirements
- 2+ years of Technology Infrastructure Engineering and Solutions experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
- 2+ years of System support analysis experience managing security equipment (Lenel OnGuard preferred)
- Certification from 1 or more physical access control technologies (e.g. AMAG, Lenel OnGuard, PicturePerfect, etc.)
- 1+ years directly supporting end users or field system integrators via ticketing system, helpdesk, or other method.
- 4+ years of systems support analysis experience with security equipment (Lenel OnGuard preferred)
- 2+ years of experience working in an Agile Project Management environment.
- Strong troubleshooting experience, including basic SQL knowledge
Responsibilities
- Support initiatives that deliver workable end to end infrastructure solutions
- Participate in test planning and execution
- Design, build, enhance and integrate the infrastructure required to support various platforms and our business portfolio
- Troubleshoot and resolve tickets during implementation of store networks
- Troubleshoot and resolve first level network and wireless issues
- Support testing and programming efforts in Lenel for new site installations and restacks
- Assists with the planning and coordination of JIRA releases across teams and business partners, including the release of new hardware, firmware, and software versions.
Other
- Communicate with end users to provide timely and accurate information and status updates
- Present recommendations for resolving ticket requests, and exercise some independent judgment while developing understanding of the process, policies and risk controls
- Collaborate and consult with peers, colleagues and managers to resolve issues and achieve goals
- Interact with internal customers
- Coordinates regular calls with Security software and hardware vendors.
- Coordinates ad-hoc calls with Security integrators.
- Attends calls with Corporate Properties and Corporate Security Project Teams to review status and JIRA tickets.
- Assist in supporting Business Continuity and Recovery testing efforts.
- Ensures that all remediation plans and communications are made within define timeframes.
- Creates and manages exception process when no remediation option is available.
- Some after hours and evening/weekend support required to support conversion events.
- Ability to interact effectively with both technology engineers and senior management
- Strong verbal, written, and interpersonal communication skills
