•  Leads in planning and implementing changes to infrastructure with the goal of enhancing performance, security and reliability.•  Leads the day-to-day operational support for server and application environments.•  Administers coaching, delivers performance feedback•  Leads in the development and production of complex documentation for installation, server topology, and troubleshooting of communications hardware or software.•  Oversees and participates in the configuring, managing and deploying Windows Servers in a VMware environment.•  Design, maintain, and support Kwik Trip's Active Directory and Office 365 environments•  Evaluate, analyze and recommend new technologies and vendor products relating to existing and future business requirements. •  Oversee and participate in identifying and applying patches and firmware upgrades related to storage, servers, system applications, virtual environment, and backups systems.•  Oversees and participates in documenting complex procedures and troubleshooting procedures related to systems/networks software and hardware.•  Provide support and in-depth diagnosis for complex system and end user issues. •  Ensure stability of all services by monitoring for trends of issues and growth.•  Interface with other technical staff regarding uptime of the infrastructure, life cycle of the hardware, technical considerations for planning and managing hardware replacements.•  Provides technical guidance and assistance to other System Engineers.  •  Monitor end-user feedback in order to recommend future support and product enhancements.•  Participate in on-call rotation, ensuring proper resolution to escalated issues.

• Support, troubleshoot, update and monitor server infrastructure and ensure availability of Windows/Linux server environment• Maintain inter-site replication between storage components for redundancy and disaster recovery contingencies• Manage vCenter infrastructure to add and remove servers, storage and network components• Deploy, maintain and support VMWare storage-based system tools such as VMWare Site recovery Manager and Virtual Volumes• Participates in the configuring, managing and deploying Windows Servers in a VMware environment.• Performs complex storage and server data backup, data migration and disaster recovery operations.• Evaluate, analyze and recommend new technologies and vendor products relating to existing and future business requirements. • Participate in identifying and applying patches and firmware upgrades related to storage, servers, system applications, virtual environment, and backups systems.• Participates in documenting complex procedures and troubleshooting procedures related to systems/networks software and hardware.• Understand current, organic growth, and new project requirements for capacity and performance planning to forecasting system needs• Provide support and in-depth diagnosis for complex system and end user issues. • Ensure stability of all services by monitoring for trends of issues and growth.• Design, develop, and support scalable, redundant infrastructure to include physical and virtualized environments• Interface with other technical staff regarding uptime of the infrastructure, life cycle of the hardware, technical considerations for planning and managing hardware replacements.• Provides technical guidance and assistance to other System Engineers. • Provides technical leadership and advanced server administration and support for daily operations for on-premise systems• Conducts research and evaluation of new enterprise technologies, processes, upgrades to platform infrastructure solutions and enhancements

• Performs architectural governance, infrastructure design, and deployments for on premise and cloud environments. • Manage cloud infrastructure. Support upgrades, installing, configuring and monitoring solutions in AWS• Performs and oversees upgrading, installing, configuring and monitoring solutions in AWS including deployments, patches, security checks, applications and maintenance of gold images/scripts.• Participate in working sessions to identify, categorize, prioritize system and data requirements to formulate cloud migration action plans. Collaborate with the larger project teams to migrate applications to their cloud platform.• Assist with reporting on current on-premise and cloud infrastructure status, and planning for future usage.• Perform day-to-day operational administration including user management, audits, patches, and upgrades to ensure full availability and optimum performance of both on-premise and cloud infrastructure. Utilize software tools and logs to assist as needed.• Implement and maintain system and data security strategies, policies, and procedures and support documentation of system artifacts required for security certification for all cloud solutions.• Create and update documentation, including standard operating procedures, administrative instructions, after action reports for system outages, task status updates, and customer reports for all cloud solutions.• Train other team members in the day-to-day operational support duties related to cloud infrastructure administration and management• Willingness to learn new cloud-based technologies and apply experience to cloud enabled solutions• Participate in 24X7 on-call support.• Manage third party suppliers in an infrastructure project.

* Provide telephone, email and walk-in customer service and support for computer and technology related questions and concerns.* Answer telephone calls and emails, provide as comprehensive assistance as possible, transfer calls and emails where needed, and provide follow-up support when warranted.* Understand the jobs and responsibilities of everyone in Information Technology, to provide additional assistance for questions and concerns outside the scope of the Help Desk requirements.* Acquire and maintain knowledge of the Help Desk supported software products, as well as working knowledge of additional software products, to provide technical support and information for computer users.* Regularly assist users with analysis and resolution of hardware, network and software problems of moderate complexity; refer problems of higher complexity to personnel with more advanced level of technical expertise.* Assist with managing user’s security access to network. Understanding of LAN concepts and operations.* Involved in product testing, evaluation and recommendation of applications/hardware to determine applicability to existing and future user needs, as well as in defining and resolving technical problems of moderate complexity.* Understand the user’s current method of operation so that proper troubleshooting and analysis can be performed.* Responsible for assisting manager in collection and dissemination of information such as new products, product updates, etc.

• Support company technology (hardware, software, and training) for all levels, departments, and locations. This will include onsite support during normal business hours and non-business hours.• Must be able to perform remote troubleshooting and provide clear instructions• Manage the user experience with technology using strong customer service skills with a focus on enhancing the user experience• Coordinate with vendor partners for support on existing and future technology solutions• Basic networking skills are required for troubleshooting issues• Software support of various applications and systems in use by the organization• Provide an exceptional customer experience• Take incoming requests to the IT Service Desk by working tickets based on priority and providing immediate support as required• Maintain inventory of all equipment• Manage PC setup and deployment for new associates using standard hardware, images and software• Follow standard Service Desk procedures and department policies• Adhere to the department performance metrics/KPI’s (key performance indicators)• Utilize Information Technology tools and resources