System Engineer

How you’ll make an Impact

You will be the accountable owner for IT operations governance as well as onsite day-to-day field support for one of Ntiva’s DC-based clients. You will deliver scheduled onsite support, address recurring and ad hoc technical issues, and drive continuous improvement through project involvement/support, trend analysis, problem management, and clear documentation.

You will also provide technical guidance and operational leadership for organization-wide issues, as well as any ongoing and future initiatives. In this role, you will help ensure Ntiva and our clients remain aligned around secure, well-documented, high-performing technology environments that support evolving organizational needs.

Location and Work Expectations

This exciting opportunity involves working on-site with a client in the Washington DC area, providing an immersive and dynamic work experience.

• Monday - Friday, 4 days working onsite and 1 day working remote.

What you will be doing

• Attend daily, scheduled onsite appointments to provide end user support, in addition to maintaining, upgrading, inspecting and managing client IT infrastructure.
• This may extend on occasion to ad hoc, priority, or emergency support.
• Provide hands-on user support and walk-up triage during onsite visits:
• Resolve Outlook, Teams, OneDrive, and M365 application issues in person
• Handle password resets, MFA re-enrollment, and account access requests on-site
• Troubleshoot laptop, desktop, printer, and conference room AV hardware
• Perform device setup, user migration, and standard workstation imaging
• Provide onsite client support for employee onboardings (hardware setup and coordinating with client and Ntiva remote support staff to streamline orientation experience)
• Provide onsite client support for employee offboardings (hardware collection, storage, inventory preparation and storage)
• Troubleshoot and resolve organization-wide outages or disruptions, coordinating with remote support staff
• Cover workstation audits for patch compliance, disk encryption, and Intune/Autopilot enrollment
• Validate network connectivity, VPN access, and Wi-Fi stability across the office
• Maintain a spare parts and workstation inventory (providing recommendations for additional purchases as needed) to ensure common hardware replacements are available
• Identify and remediate devices out of compliance before they generate security alerts or tickets
• Ensure all server room equipment is documented, maintained through necessary updates, and routinely reviewed for any potential disruptions or degradations in performance (providing remediation plans as needed).
• Maintain and troubleshoot endpoint and infrastructure standards
• Perform IT operations management on the designated day:
• Review weekly ticket trends to identify recurring patterns and escalation themes
• Prepare concise service reports for client stakeholders and Ntiva management leadership covering status, trends, open actions, and detailed remediation plans
• Lead problem management for top demand areas — translate ticket trends into structured improvement initiatives coordinated with the Ntiva support team
• Maintain a lightweight change calendar and draft advance communications for impactful changes (internal and with Ntiva support)
• Provide onsite, post project follow-up support, in addition to collaborating with Ntiva support to provide insights and takeaways
• Overhaul, build, and maintain operational client documentation and playbooks:
• After comprehensive review and updates, keep environment documentation current: network diagrams, device inventory, account structure, processes
• Develop and update known-fix playbooks for recurring ticket types to improve first-call resolution
• Standardize repeatable processes to reduce incident churn over time
• Work closely with the Ntiva dispatch support team members and the remote Service Delivery team to meet scheduling expectations and coordinate cross-functional initiatives for client support.
• Provide excellent customer service to end users, maintaining a professional, approachable presence as the client's named and designated IT contact.

Qualifications

• 5+ years of experience in IT operations, service delivery, or a similar field (MSP or internal IT environment)
• Strong Microsoft 365 administration: Exchange Online/Entra ID, Outlook, Teams, SharePoint, and OneDrive
• Identity and access management: MFA, Conditional Access, Azure AD / Entra ID, and account lifecycle management
• Windows endpoint support: hardware troubleshooting, OS imaging, standard builds, and device configuration
• Endpoint management tools: Microsoft Intune and Autopilot, device compliance policies and remediation
• Networking fundamentals: connectivity troubleshooting, VPN, Wi-Fi, DNS, and DHCP basics

Skills

• Ability to manage operational service reviews, KPI tracking, backlog governance, and stakeholder reporting
• Experience with documentation and process improvement: playbook authoring, SOP creation, and knowledge base maintenance
• Strong communication skills — able to explain technical issues clearly to non-technical staff and leadership
• Ability to work independently, manage competing priorities, and maintain a professional demeanor under pressure