IT Systems Engineer

Full-Time/Exempt

Position Summary

Systems Engineers are responsible for all incoming reactive and proactive service requests. Work performed for this role will take place both onsite and remotely from Entech’s Service Desk. Systems Engineers will work independently and as part of a team to answer service desk calls, urgently analyze technical issues, address Level 1 escalations, work with the project manager on team related projects, troubleshoot over the phone/onsite/via remote access, and escalate problems to Level 3 support when appropriate.

Essential Roles and Responsibilities

Incident Resolution & Documentation

Proactive System Monitoring & Maintenance

Customer Communication & Satisfaction

Infrastructure Support & Upgrades

Ticket & Time Management

Required Technical Skills

Advanced proficiency in and ability to troubleshoot:

Windows 10 and 11 Operating Systems

Workstation and Server Hardware

Printer and Multi-function devices and technologies

Standard Windows Applications

Microsoft Office Suite

Email and Mobile Device connectivity

Microsoft 365

Intermediate proficiency in and the ability to troubleshoot:

Mac OS troubleshooting

IPv4 and IPv6 technologies

LAN/WAN connectivity issues

Microsoft Azure

Hyper-V, vSphere, Citrix, SQL, and Terminal Services

Active Directory

Windows Server2008– 2022

VPN connectivity troubleshooting and configuration (Cisco, SonicWall, OpenVPN, IPSec)

Additional Responsibilities

Identify, troubleshoot and document user issues to resolution, while maintaining superior customer satisfaction

Work with end users to resolve reactive support requests. These issues will be related to Windows servers and desktops, Microsoft cloud services (Microsoft 365 and Azure), Remote Desktop Services, firewalls, managed switches, LAN/WAN connectivity issues.

Work to resolve proactive alerts and monitors generated by the NOC. These issues will be related to backups, viruses, impending hardware failures, licensing issues and more.

Complete recurring health assessments and proactive upgrades to network infrastructure.

Manage Line of Business software updates and upgrades when appropriate and coordinate with vendor support where necessary to support software on servers and end-user devices.

Manage software as a service licensing and accounts for partners when appropriate.

Manage your daily ticket queues and schedule to ensure all assigned tickets are resolved and responded to within preapproved targets.

Advanced utilization of RMM Software, ConnectWise Manage, IT Glue and other service-specific tools and technologies to deliver onsite and remote user support services.

Communicate with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages.

Education and Experience

High School Diploma or GED required.

At least 3 years of related experience or relevant coursework.

At least 3 years working in a Technical Support/Service Desk environment.

Certifications and Licenses

Professional IT Certifications, such as: Microsoft MCP, MCSA, or MCSE, Citrix CCEA or CCIA, Cisco CCNA, or VMware VCP.

CompTIA Network+ or CompTIA Security+ preferred.

Valid Florida Driver License and must have a clean driving record.

Benefits:

Free Employee Medical Insurance

Additional Employer Paid Medical Options

Fully Vested 401(k) Match

Flexible Time Off (an unlimited amount of paid time off days)

Free $10,000 Life Insurance Policy

Six Paid Holidays – PLUS Black Friday!

Flexible Schedule Options

Fun Employee Events – Yearly Culture Building Events

Options available for dental, vision, accident, hospital, short term disability, long term disability, Identity theft protection and additional life insurance.

Entech is an Equal Opportunity Employer. Entech participates in E-verify for all employees.

This position requires the passing of a level 2 background check as well as a pre-employment drug screening. A valid driver’s license is required for this position.

Salary Description

60,000 - 75,000