Department: Service and Support
Reports to: Field Manager

GENERAL SUMMARY:

The System Engineer is a strategic technical position within the organization. This position is responsible for maintaining the design and integrity of customer’s software systems, along with coordinating complex projects.

Essential Duties and Responsibilities:

• IT support relating to technical issues involving Microsoft’s core business applications, as well as virtual environments built on Citrix, Microsoft, and VMware
• 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 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: specific knowledge of the customer and how IT relates to their business strategy and goals
• 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 it occurs
• Understand processes in ConnectWise by completing assigned training materials and blueprints on the ConnectWise University
• Work through project tickets and phases in ConnectWise as assigned by a Project Manager
• Enter all work as service or project tickets into ConnectWise
• 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.

• Professional IT Certifications, such as: Microsoft MCP, MCSA, or MCSE, Citrix CCEA or CCIA, SonicWall CSSA, 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

Requirements:

• Bachelor’s Degree preferred, but not required
• 5 years of experience in network support, at least 1 year as a System Engineer
• Valid Driver’s License Required
• Previously mentioned certifications preferred, but negotiable based on experience

Description

Applicants should be efficient in deploying and implementing managed service solutions for customer environments. This includes both software and hardware configuration across multiple applications and OS platforms. The essential duties and responsibilities include maintaining network hardware and software, monitoring networks to ensure security and availability to all system users, perform necessary maintenance to support network availability, and install/configure/support client’s LAN, WAN, and internet system or a segment of a network system.

Requirements:

Applicants must have BA/BS in Computer Engineering, 2 years of experience as Network Administrator. If offered the position, applicant must undergo 1 month of on the job training.