Systems Engineer

About the role

This Systems Engineer (SE) position is responsible for implementing networking technologies for clients and supporting their networks. The SE configures equipment and software to meet client business needs, documents solutions for ongoing support, and provides second-level technical support with ticket tracking. The role may function as part of an implementation team on larger projects or handle individual support visits and smaller projects. The primary focus is to decrease time to resolution and increase revenue by serving as both a project resource and an escalated resource for service tickets and Service Desk escalations.

Responsibilities

• Coordinate and/or perform remote fixes at desktop, server, and networking levels, including installing and upgrading software, implementing file backups, and configuring systems and applications.
• Handle second-level escalations on the service desk team; resolve level 2 issues in Mac OS and Windows environments.
• De-escalate client situations related to outages, communications, and travel onsite when necessary.
• Troubleshoot hardware and accurately determine fixes.
• Adhere to SOPs and remotely troubleshoot issues relating to hardware and software (typically Mac OS, Apple, Google for Work, Cisco Meraki, Dropbox, etc.).
• Perform post-resolution follow-ups to help requests.
• Research issues and resolve technical problems.
• Implement and maintain operational documentation and procedures.
• Issue daily operations status reports and project status reports as required.
• Complete technical and special projects as assigned.
• Enter time daily within the current ticketing platform and keep tickets updated.
• Maintain a minimum of 32 hours of billable time.
• Coordinate with Service Coordination and Project Management for work assignments.
• Continue learning new technologies and solutions.
• Keep and maintain a work calendar.
• Update client documentation after any change to the client’s network.
• Maintain necessary professional certification statuses and assist with vendor certifications as required.
• Provide direct and indirect leadership and peers with situational awareness briefs on high-profile clients/projects.
• Own KPIs including Average Time to Resolution, CSAT (Customer Satisfaction), Employee Utilization, and SLA Adherences.

Requirements

• Experience at an MSP, service desk, and/or corporate IT.
• 5+ years of experience as a technical support representative/consultant supporting small to mid-size clients.
• 5+ years of project engineering experience.
• Exceptional written and verbal communication skills.
• Exceptional ability to multitask and adapt to new platforms and skills quickly.
• Exceptional sense of urgency and ability to be on-call and work after-hours.
• Experience using and proficiency in Apple hardware, Mac OS, Google (G-Suite), Windows, Office 365, Intune, JAMF.
• Experience supporting Outlook/Office 365 Admin Portal.
• Experience managing and configuring Windows OS Workstation/Server OS security, sharing, patches, and group policies in a Windows Domain environment.
• Experience with cloud storage and remote connectivity solutions.
• Experience with various advanced networking technologies.
• Experience in remediation of EDR-related issues.
• Experience in implementation and remediation of various backup solutions.
• Familiarity with ConnectWise Automate or similar RMM solutions.
• Exceptional interpersonal skills with a focus on rapport-building, listening, and questioning skills.
• College degree from an accredited four-year institution or relevant technical experience.
• Previous customer support, sales, or technology experience.

Qualifications

• Technical certifications preferred: Microsoft, Cisco, VMWare, JAMF, SonicWALL, Fortinet, CompTIA.
• Current MCSE/MCSA or similar-level Microsoft certifications.
• Current CCNA certifications or extensive knowledge and understanding of the OSI model.
• This job may require access to customer information, systems, and/or premises, subject to customer approval.

Core Competencies

• Client Champion: Relentlessly exceed client expectations; anticipate needs to deliver valuable solutions and extraordinary outcomes.
• Problem Solver: Smart, analytical, inquisitive, and knowledge-seeking; thrives on challenges.
• Promise Keeper: High value on keeping commitments; demonstrates honesty, integrity, and commitment.
• Collaborative Integrator: Team player, unifier, relationship-oriented; exemplifies trust and unity.
• Driven Intrapreneur: Exceeds goals using independent creative thinking, optimism, self-confidence, and a can-do attitude.
• Inspiring Coach: Helps employees, clients, and partners using knowledge, expertise, experience, and situational fluency.

Pay

Base salary range: $75,000 to $80,000. This position is also eligible for a bonus in accordance with the terms of the Company's plan. The quoted pay range is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include experience, education, knowledge, skills, and abilities, as well as internal equity, alignment with market data, and applicable laws.

Benefits

• Health and Welfare (Medical, Dental, Vision)
• Accident, Critical Illness, and Hospital Indemnity
• Employee Assistance Program (EAP)
• Life and AD&D Insurance
• Short- and Long-Term Disability Insurance
• Flexible Spending Accounts
• Transportation and Parking Accounts
• Health Savings Accounts (with company contribution)
• Retirement Planning (401k with matching contribution)
• Legal Benefits
• Identity Theft Protection
• Pet Insurance
• Wellness Program Offerings

Paid Time Off, accrued per pay period based on years of service starting at 15 days annually. 8 Paid Holidays per year, including 1 floating holiday.