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HonorHealth

Engineer III - Systems

Phoenix, AZ · On-site

Creates documentation for Service Desk to improve First Call Resolution. * Action Plan Execution: Implements approved action plans for system changes and communicates updates to stakeholders. * Cross ...

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How much do first call resolution jobs pay per hour?

As of Jun 6, 2026, the average hourly pay for first call resolution in Arizona is $26.76, according to ZipRecruiter salary data. Most workers in this role earn between $17.69 and $33.61 per hour, depending on experience, location, and employer.

What is a First Call Resolution job?

A First Call Resolution (FCR) job focuses on resolving customer issues, questions, or concerns during their initial contact, without the need for follow-ups. Professionals in this role work in customer service or support teams, using problem-solving skills and company resources to address inquiries efficiently. The goal is to enhance customer satisfaction, improve service efficiency, and reduce operational costs. Successful FCR representatives have strong communication skills, product knowledge, and the ability to handle a variety of customer concerns effectively.

What are the key skills and qualifications needed to thrive in the First Call Resolution position, and why are they important?

To thrive in a First Call Resolution role, you need excellent problem-solving abilities, strong communication skills, and typically a high school diploma or equivalent. Familiarity with customer relationship management (CRM) software, call center telephony systems, and sometimes specific industry tools is important. Exceptional soft skills such as empathy, patience, and active listening set top performers apart. These abilities are crucial to efficiently resolving customer issues on the first call, leading to increased customer satisfaction and operational efficiency.

What are the common challenges faced in a First Call Resolution position, and how are they typically managed?

Professionals in First Call Resolution roles often face challenges such as handling complex customer concerns, managing high call volumes, and staying updated on evolving product or service information. Effective training programs, strong team support, and knowledge bases are typically provided to help employees resolve issues efficiently. Most teams foster collaboration by encouraging agents to share solutions and escalate particularly challenging cases when needed. These strategies help maintain high customer satisfaction and support ongoing learning within the team.

What are the most commonly searched types of First Call Resolution jobs in Arizona? The most popular types of First Call Resolution jobs in Arizona are:
What are popular job titles related to First Call Resolution jobs in Arizona? For First Call Resolution jobs in Arizona, the most frequently searched job titles are:
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First Call Resolution jobs near you
Engineer III - Systems

Engineer III - Systems

HonorHealth

Phoenix, AZ • On-site

Full-time

Posted 19 days ago

HonorHealth rating

7.7

Company rating: 7.7 out of 10

Based on 204 frontline employees who took The Breakroom Quiz

160th of 867 rated healthcare providers

Job description

Primary City/State:
Deer Valley - 2502 W Utopia Rd Phoenix, AZ 85027
Category:
IT Network and Server Administration
Shift:
Day
Department:
IT Systems Operations
Monday - Friday 7:30am - 4pm, on-call rotation
Must reside in Arizona
Great care starts with great people. (Like you.)
At HonorHealth, you'll find something special. From humble beginnings in 1927 to one of Arizona's largest nonprofit healthcare systems, our culture is built on warmth and neighborly kindness. Behind every smile is a highly skilled professional with deep expertise and an unwavering dedication to what matters most - caring for the health and well-being of people and communities across the greater Phoenix area.
Responsibilities:
JOB SUMMARY
The Systems Engineer III (Senior) is responsible for designing, implementing, and maintaining enterprise server platforms across Windows Server and or, Linux, and Red Hat environments, while integrating hybrid cloud technologies to support scalability and modernization. This role focuses on operational excellence, lifecycle management, automation, and advanced troubleshooting within established standards and architectures. In addition, the Level III engineer provides technical guidance and mentoring to Level II and Level I engineers to support skill development and knowledge sharing. Core domains include Server Operating Systems (Windows, Linux, Red Hat), Active Directory/Entra ID and Group Policy, Certificate Management, patching and deployments (configuration manager or similar), automation and scripting (e.g. PowerShell, Python), hybrid cloud integration (Azure preferred), and enterprise configuration management.
ESSENTIAL FUNCTIONS
  • Platform Engineering & Administration: Implements and Supports Server & Hybrid Cloud Solutions, designs, deploys, and maintains Windows and or Linux server platforms and hybrid cloud integrations, Active Directory/Entra ID, and group policies in alignment with established architecture and lifecycle standards. Troubleshoots complex issues and provides advanced technical support to stakeholders and end users.
  • Hybrid Cloud Integration: Implement and support connectivity, identity, and workload integration between on-premises and cloud environments (Azure preferred).
  • Lifecycle Management: Execute patching, firmware updates, and version upgrades for server platforms and hybrid cloud components. ensure consistency across environments.
  • Automation: Develop and maintain scripts and workflows for provisioning, configuration, and compliance using tools such as PowerShell and Python.
  • Incident Response: Participate in incident triage and resolution for server and hybrid cloud platforms; provide technical input for root cause analysis.
  • Certificate Management: Oversee enterprise certificate lifecycle, including generation, renewal, and compliance with security standards.
  • Security & Compliance: Apply hardening baselines, implement RBAC, and follow least-privilege principles in alignment with InfoSec guidelines.
  • Mentorship and Knowledge Sharing: Provides guidance and informal mentorship to junior engineers, promoting best practices and technical growth.
  • Advanced Troubleshooting: Perform senior-level troubleshooting for complex issues across server and hybrid cloud platforms; lead root cause analysis and resolution for escalated incidents.
  • Manage small-scale projects from initiation through completion.
  • Technology Evaluation Support: Participates in assessments of emerging technologies and recommends improvements to enhance business practices.
  • Solution Design & Documentation: Contributes to design discussions and creates detailed technical documentation for implemented solutions.
  • Training Assistance: Assists in developing training materials and knowledge transfer sessions for support staff.
  • Standards Adherence: Ensures compliance with established change management, documentation, and project standards.
  • Quality Deliverables: Produces accurate documentation and delivers solutions that meet organizational requirements.
  • Professional Collaboration: Actively participates in meetings and communicates effectively with peers, vendors, and business units.
  • Quality Assurance & Change Control: Executes testing plans and validates changes according to established procedures.
  • Release Coordination: Supports version release processes and ensures compliance with organizational standards.
  • Process Improvement: Documents interface changes and suggests improvements for operational efficiency.
  • Root Cause Analysis: Performs advanced troubleshooting and workflow analysis to resolve complex technical issues.
  • Operational Alignment: Ensures implemented solutions align with organizational standards and regulatory requirements.
  • Procedure Development: Creates documentation for Service Desk to improve First Call Resolution.
  • Action Plan Execution: Implements approved action plans for system changes and communicates updates to stakeholders.
  • Cross-Team Collaboration: Works with internal and external teams to resolve technical issues, optimize processes and deliver integrated solutions.
  • Technical Documentation: Prepares diagrams, workflows, run books, configuration guides, and written communications to support decision-making.
  • Training & Documentation Support: Assists in preparing training materials and release briefs.
  • Data Quality Assurance: Validates data integrity for interfaces and conversions.
  • Continuous Learning: Maintains current knowledge of industry trends and best practices.
  • Vendor Interaction: Open and manage support cases; assist with troubleshooting and escalation as needed.
  • Project Participation: Contribute to small-scale projects and platform enhancements under guidance from senior engineers or leads.
  • Other Duties Assigned: Performs related tasks to meet the ongoing needs of the organization, including on-call participation and after-hours changes when required.

EDUCATION
  • Other / Certificate Bachelor's Degree or 8 years of progressive related experience:
    Technology or related field; or an equivalent combination of training and progressively responsible experience that will result in the required specialized knowledge and abilities to perform the assigned work in lieu of degree. Required
  • Masters Technology or related field. Preferred

EXPERIENCE
  • 6 years, Windows and or Linux/Redhat administration/engineering roles Required
  • 2 years, Automation and or scripting experience (e.g. powershell, python, ansible) Required

LICENSE AND CERTIFICATIONS
  • MS Windows Server Hybrid Administrator or Red Hat Certified Engineer (RHCE) or equivalent cert Preferred
  • MS Azure Solutions Architect Expert Preferred
  • CCNP - Data Center or equivalent Preferred
  • Powershell or python or equivalent cert Preferred
  • ITIL v4 Foundations Preferred
  • Security/Governance: CISSP, CCSP, CISA Preferred

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About HonorHealth

Sourced by ZipRecruiter

HonorHealth is a non-profit, local community healthcare system serving an area of 1.6 million people in the greater Phoenix area. The network encompasses six acute-care hospitals, an extensive medical group, outpatient surgery centers, a cancer care network, clinical research, medical education, a foundation, and community services with approximately 13,100 team members, 3,500 affiliated providers and nearly 700 volunteers. HonorHealth was formed by a merger between Scottsdale Healthcare and John C. Lincoln Health Network. HonorHealth's mission is to improve the health and well-being of those we serve.

Industry

Health care and social assistance

Company size

10,000+ Employees

Headquarters location

Scottsdale, AZ, US

Year founded

2014

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