University of Maryland Global Campus
Support Engineer 2
University of Maryland Global Campus, Hyattsville, Maryland, United States, 20783
Support Engineer 2 Cloud Services
The Support Engineer works in our Cloud Services department. The Support Engineer is responsible for delivering new cloud services products to UMGC customers. The role is responsible for monitoring the infrastructure, supporting the end users, and providing quality assurance before services are provided to end users. Duties and Responsibilities: Respond to end user support tickets within defined SLAs. Support and maintain internal operations applications. Escalate problems requiring additional assistance to the engineering team. Provide NOC services for infrastructure - includes server and service monitoring. Perform quality assurance testing prior to products being released to end users. Coordinate support solutions with vendors. Prioritize tasks efficiently within a changing environment. Utilize strong analytical and problem-solving skills. Travel is required less than 10% of the time. Provide on-call/afterhours support. Other job-related duties as assigned. Education & Experience Requirements: Five (5) or more years of experience working in a technical field. Five (5) or more years of experience troubleshooting systems and providing support via telephone and ticketing system. Two (2) or more years working in cloud technologies such as Azure, AWS, Citrix Cloud or similar. Two (2) or more years of experience implementing and integrating enterprise services platforms (Zendesk, Azure DevOps, etc.) Experience with monitoring tools such as WUG, Splunk and supporting tools such as CloudFront and Application Insights. Experience with a modern scripting language such as Python, PowerShell, Bash, etc. Experience operating in a 24/7/365 environment. Experience working in a high paced, deliverable focused environment. Clear and concise written and verbal communications skills. Experience working and collaborating with stakeholders at all levels in a subject matter expert capacity. Strong interpersonal and organization skills. Preferred Experience Requirements: Bachelor's Degree All submissions should include a cover letter and resume. The University of Maryland Global Campus (UMGC) is an equal opportunity employer and complies with all applicable federal and state laws regarding nondiscrimination. UMGC is committed to a policy of equal opportunity for all persons and does not discriminate on the basis of race, color, national origin, age, marital status, sex, sexual orientation, gender identity, gender expression, disability, religion, ancestry, political affiliation or veteran status in employment, educational programs and activities, and admissions. Workplace Accommodations: The University of Maryland Global Campus Global Campus is committed to creating and maintaining a welcoming and inclusive working environment for people of all abilities. UMGC is dedicated to the principle that no qualified individual with a disability shall, based on disability, be excluded from participation in or be denied the benefits of the services, programs, or activities of the University, or be subjected to discrimination. For information about UMGC's Reasonable Workplace Accommodation Policy or to request an accommodation, applicants/candidates can contact Employee Accommodations via email at
employee-accommodations@umgc.edu . Benefits Package Highlights: Generous Time Off:
Enjoy 22 days of paid vacation, 15 days of sick leave, 3 personal days, and 15 paid holidays (16 during general election years). For part-time employees, time off rates will be prorated based on the number of hours worked. Comprehensive Health Coverage:
Access to health care, medical with vision, dental, and prescription plans for both individuals and families, effective from the 1st of the month following your hire date. Insurance Options:
Term Life Insurance, Accidental Death and Dismemberment Insurance, and Long-Term Disability (LTD) Insurance. Part-time employees working less than 0.5 FTE are not eligible for LTD. Flexible Spending Accounts:
Available for medical and dependent care expenses. Retirement Plans:
Choose between the Optional Retirement Program (ORP) or the Maryland State Retirement and Pension System (MSRPS). Supplemental Retirement Plans:
include 401(k), 403(b), 457(b), and various Roth options. The university does not provide matching funds. Tuition Remission:
Immediate availability for Regular Exempt Staff. Spouses and dependent children are eligible for undergraduate tuition remission after two years of service. NOTE: For part-time employees (at least 50 percent of the time), tuition remission benefits are prorated. Hiring Range: $70,200.00 - $90,900.00
The Support Engineer works in our Cloud Services department. The Support Engineer is responsible for delivering new cloud services products to UMGC customers. The role is responsible for monitoring the infrastructure, supporting the end users, and providing quality assurance before services are provided to end users. Duties and Responsibilities: Respond to end user support tickets within defined SLAs. Support and maintain internal operations applications. Escalate problems requiring additional assistance to the engineering team. Provide NOC services for infrastructure - includes server and service monitoring. Perform quality assurance testing prior to products being released to end users. Coordinate support solutions with vendors. Prioritize tasks efficiently within a changing environment. Utilize strong analytical and problem-solving skills. Travel is required less than 10% of the time. Provide on-call/afterhours support. Other job-related duties as assigned. Education & Experience Requirements: Five (5) or more years of experience working in a technical field. Five (5) or more years of experience troubleshooting systems and providing support via telephone and ticketing system. Two (2) or more years working in cloud technologies such as Azure, AWS, Citrix Cloud or similar. Two (2) or more years of experience implementing and integrating enterprise services platforms (Zendesk, Azure DevOps, etc.) Experience with monitoring tools such as WUG, Splunk and supporting tools such as CloudFront and Application Insights. Experience with a modern scripting language such as Python, PowerShell, Bash, etc. Experience operating in a 24/7/365 environment. Experience working in a high paced, deliverable focused environment. Clear and concise written and verbal communications skills. Experience working and collaborating with stakeholders at all levels in a subject matter expert capacity. Strong interpersonal and organization skills. Preferred Experience Requirements: Bachelor's Degree All submissions should include a cover letter and resume. The University of Maryland Global Campus (UMGC) is an equal opportunity employer and complies with all applicable federal and state laws regarding nondiscrimination. UMGC is committed to a policy of equal opportunity for all persons and does not discriminate on the basis of race, color, national origin, age, marital status, sex, sexual orientation, gender identity, gender expression, disability, religion, ancestry, political affiliation or veteran status in employment, educational programs and activities, and admissions. Workplace Accommodations: The University of Maryland Global Campus Global Campus is committed to creating and maintaining a welcoming and inclusive working environment for people of all abilities. UMGC is dedicated to the principle that no qualified individual with a disability shall, based on disability, be excluded from participation in or be denied the benefits of the services, programs, or activities of the University, or be subjected to discrimination. For information about UMGC's Reasonable Workplace Accommodation Policy or to request an accommodation, applicants/candidates can contact Employee Accommodations via email at
employee-accommodations@umgc.edu . Benefits Package Highlights: Generous Time Off:
Enjoy 22 days of paid vacation, 15 days of sick leave, 3 personal days, and 15 paid holidays (16 during general election years). For part-time employees, time off rates will be prorated based on the number of hours worked. Comprehensive Health Coverage:
Access to health care, medical with vision, dental, and prescription plans for both individuals and families, effective from the 1st of the month following your hire date. Insurance Options:
Term Life Insurance, Accidental Death and Dismemberment Insurance, and Long-Term Disability (LTD) Insurance. Part-time employees working less than 0.5 FTE are not eligible for LTD. Flexible Spending Accounts:
Available for medical and dependent care expenses. Retirement Plans:
Choose between the Optional Retirement Program (ORP) or the Maryland State Retirement and Pension System (MSRPS). Supplemental Retirement Plans:
include 401(k), 403(b), 457(b), and various Roth options. The university does not provide matching funds. Tuition Remission:
Immediate availability for Regular Exempt Staff. Spouses and dependent children are eligible for undergraduate tuition remission after two years of service. NOTE: For part-time employees (at least 50 percent of the time), tuition remission benefits are prorated. Hiring Range: $70,200.00 - $90,900.00