IT Systems & Network Engineer

Primary Responsibilities

• Own and manage the IT service management platform, including workflows, SLAs, queues, reporting, and automation.
• Manage ticket intake, prioritization, escalation, and resolution.
• Maintain the service catalog and knowledge base.
• Act as the primary escalation point for IT issues.
• Troubleshoot hardware, software, operating systems, and business applications.
• Deploy, image, and maintain endpoints, mobile devices, and peripherals.
• Manage asset tracking and lifecycle activities.
• Support RF devices, scanners, voice systems, handhelds, tablets, mobile devices, and specialized warehouse printers.
• Troubleshoot device, application, and connectivity issues.
• Support operational technology used in warehouse and logistics operations.
• Provide hands-on support for wired and wireless networks.
• Troubleshoot connectivity, switching, firewall, VPN, and Wi-Fi issues.
• Maintain documentation, procedures, and runbooks.
• Recommend improvements to systems and processes.
• Provide after-hours and on-call support as needed.
• Support enterprise application and infrastructure initiatives.

Required Technical Skills

• Strong troubleshooting across endpoints, network, infrastructure, and cloud applications.
• Strong understanding of IT service management concepts and practices.
• Experience with workflow automation and system integrations.
• Ability to independently own issues from intake through resolution.
• Strong communication and customer service skills.
• Strong root-cause analysis and problem-solving abilities.
• Ability to troubleshoot issues spanning multiple interconnected systems.
• 5+ years of hands-on IT experience across support, infrastructure, networking, and systems administration.
• Strong experience with endpoint management, operating systems, directory services, DNS, DHCP, virtualization, networking, and enterprise applications.
• Experience administering an IT service management platform.
• Experience with workflow automation tools.
• Experience supporting enterprise print environments, print servers, thermal printers, label printers, barcode printers, warehouse printers, and mobile printing technologies.
• Experience troubleshooting printing issues involving hardware, drivers, applications, network connectivity, and print management solutions.