Systems Engineer

The System Engineer is a critical position within the organization. This position is responsible for maintaining the design and integrity of customer’s software systems, coordinating complex projects, and implementing software solutions.

Basic Functions:

• IT support relating to technical issues involving Microsoft's core business applications, as well as virtual environments built on Citrix, Microsoft, VMware, Office 365, and Azure.

• Design, implementation, and support services for Microsoft related technologies: Windows Server, Exchange, SQL, SharePoint, etc.

• Engineer and implement system solutions for customers using technologies that meet their needs.

• Implement and support disaster recovery solutions.

• Technical services and support at the network level: WAN and LAN connectivity, routers, firewalls, and security.

• Remote access solution implementation and support: VPN, Terminal Services, and Citrix.

• System documentation and consulting services to include system reviews and recommendations.

• Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes, and agreed outages.

Additional Duties and Responsibilities:

• Improve customer service, perception, and satisfaction.

• Ability to work in a team and communicate effectively.

• Escalate service or project issues that cannot be completed within agreed service levels.

• Develop in-depth knowledge of the service catalog and how it relates to customer’s needs.

• Document internal processes and procedures related to duties and responsibilities.

• Responsible for entering time and expenses in ConnectWise as they occur.

• Understand processes in ConnectWise by completing assigned training in ConnectWise University.

• Work through project tickets and phases in ConnectWise as assigned by a Project Manager.

• Enter all work as service or project tickets in ConnectWise.

Knowledge, Skills, and/or Abilities Required:

• Professional IT Certifications, such as: Microsoft MCP, MCSA, or MCSE, Citrix CCEA or CCIA, SonicWall CSSA, ConnectWise CCPA, LabTech LTCP, Cisco CCNA, or VMware VCP.

• Interpersonal skills: such as telephony skills, communication skills, active listening, and customer-care.

• Diagnosis skills of technical issues.

• Ability to multi-task and adapt to changes quickly.

• Technical awareness: ability to match resources to technical issues appropriately.

• Service awareness of all organization’s key IT services for which support is being provided.

• Understanding of support tools, techniques, and how technology is used to provide IT services.

• Typing skills to ensure quick and accurate entry of service request details.

• Self-motivated with the ability to work in a fast-moving environment.

Contract to Hire