IT Systems Engineer

An IT Systems Engineer is responsible for remote support needs for our managed services customers. This relates to all technology, including: workstations, servers, cloud services of all types, printers, networks, and vendor specific hardware and software. Working with the helpdesk team and the lead engineer team to handle ad hoc escalation requests, facilitate planned ongoing maintenance, and assist with improvements projects.

Basic Functions:

• IT Support relating to issues with the internal systems and network infrastructure.

• Support services for Microsoft related technologies: Windows Server, Exchange, SQL, SharePoint, etc.

• Implement and support backup and disaster recovery solutions.

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

• Administration and support of cloud solutions for customers including Office 365, Azure, AWS, and other software as a service applications.

• Support remote access solutions: VPN, Terminal Services.

• Monitor help desk and remote monitoring and management system alerts and notifications; ensuring appropriate response and communication with has taken place.

• document maintenance for all computer systems and network infrastructure.

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

• Business awareness: knowledge of the customer and how IT relates to their business strategy and goals.

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

• Responsible for entering time and expenses as they occur.

• Understand processes by completing assigned training materials.

• Enter all work as service or project tickets.

• Review IT publications and online materials to remain up-to-date with current and future technologies emerging in the industry.

Knowledge, Skills, and/or Abilities Required:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• 5 years minimum previous Network Administrator / IT Systems Engineer (IT Field Engineer) experience and relevant education.

• Efficiently managing Microsoft Windows OS server and endpoint, Microsoft Office Suite, MAC OS, and other business relevant software.

• Must have 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.

• Highly effective verbal and written communicator.

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

• Willing to submit to a detailed background check.