Siepe

IT Support

• Delivering white glove service for support requests for end users, workstations, conference rooms, and any other IT managed resources
• Work with our IT Infrastructure, Implementation, Relationship Management, and Service Desk teams supporting our client both as front-line Service Desk support, dedicated onsite support, and on implementation projects
• Install, configure, and support local desktop applications in a Windows based environment
• Install, configure, and support virtual and physical workstations (desktops/laptops with multiple monitors)
• Monitor ticketing systems for inbound support requests, ensuring timely acknowledgment and response in accordance with defined SLAs
• Monitor infrastructure and system alerts across all monitoring platforms, identifying, investigating, and escalating issues as required
• Perform system health checks following a detailed checklist to verify the status of critical systems and services, addressing or escalating issues as necessary
• Execute routine maintenance tasks as directed, ensuring adherence to standard operating procedures and change management processes
• Managing and updating IT inventory
• Coordinate escalations by contacting escalation team members or responsible personnel in the event of critical incidents requiring immediate attention.
• Recommend and implement solutions that will help to propel Siepe’s reputation as a high-quality IT services provider in the financial services space
• Work closely with senior leadership on opportunities where technical expertise is required during the business development process

IT Help Desk, Tier 1

Infrastructure Engineer

• Support and administer over 20 AWS tenant environments hosting Siepe SaaS platforms and client infrastructure.
• Manage approximately 400 EC2 instances and supporting AWS infrastructure, primarily Windows-based systems.
• Perform all infrastructure adds, moves, changes, upgrades, and decommissioning activities across client and internal environments.
• Deploy new client environments as new customers are onboarded.
• Ensure systems are properly monitored, patched, backed up, secured, and maintained to meet operational and compliance requirements.
• Run weekly infrastructure health checks and proactively identify operational risks or performance concerns.
• Identify opportunities to reduce cloud operating costs by removing unused resources, rightsizing systems, and improving resource utilization.
• Manage Microsoft Active Directory environments across multiple AWS tenants and trusted domains.
• Maintain Group Policy Objects (GPOs), DNS, DHCP, DFS/DFSR, domain trusts, and role-based access controls.
• Manage all user access, permissions, authentication, and security policies.
• Work with clients to configure secure external access solutions using SAML2, Single Sign-On (SSO), Identity Providers (IdP), VPNs, and related authentication technologies.
• Ensure vulnerabilities are identified, tracked, remediated, and documented in a timely manner.
• Maintain security best practices across Windows servers, networking, and cloud infrastructure.
• Assist with annual SOC 2 Type II audits, evidence collection, remediation tracking, and operational compliance initiatives.
• Escalate systemic risks, recurring issues, or infrastructure improvement opportunities to the Infrastructure leadership team.
• Provide advanced infrastructure support to developers, DBAs, QA teams, and technical leads.
• Troubleshoot complex application, networking, authentication, and infrastructure-related issues.
• Collaborate directly with clients to support connectivity, integrations, onboarding, and environment troubleshooting.
• Support hybrid networking and connectivity between AWS environments and Siepe corporate infrastructure using Meraki SD-WAN.
• Utilize scripting and Infrastructure as Code (IaC) tools such as PowerShell and Terraform to automate operational tasks and environment deployments.
• Leverage AI tools and automation technologies to improve operational efficiency, accelerate issue resolution, and streamline infrastructure management.
• Maintain and continuously update system documentation and operational knowledge bases to ensure accuracy and operational readiness.
• Track all work activities, project updates, service requests, and time entries within ConnectWise PSA.
• Provide weekly status reports to technical leads and management teams outlining progress, operational issues, risks, and remediation activities.

IT Help Desk, Tier 1

Cloud Infrastructure Support Engineer