Information Technology Systems Engineer
About The Position
We are seeking a technically skilled and process-oriented Systems Engineer to manage 2nd and 3rd level support escalations from our outsourced service desk. In this role, you will be responsible for overseeing the overall management and interaction with our service desk provider, ensuring timely and effective resolution of complex incidents and service requests. The ideal candidate will be technically proficient, thrive in a structured support environment, and have a strong focus on maintaining detailed documentation. Additionally, this role will contribute to continuous improvement efforts across the support function. You will work closely with the Infrastructure Manager to engineer, build, and maintain our national infrastructure, ensuring alignment with organizational goals and best practices.
Requirements
- CompTIA A+ Certification – Required or CompTIA Network+ Certification – Required
- ITIL Fundamentals Certification – Required
- Minimum of 3 years of experience in a help desk or service desk role, with at least 1 year in a Tier 2 capacity
- Strong working knowledge of Windows and Mac operating systems, Microsoft 365, and common enterprise applications
- Hands-on experience with Active Directory, endpoint management tools, and remote access support
- Familiarity with service management and ticketing platforms (e.g., ServiceNow, Manage Engine, Jira)
- Solid understanding of network fundamentals (e.g., TCP/IP, DNS, DHCP, VLANs, VPNs)
- Excellent communication, documentation, and customer service skills
Nice To Haves
- Experience with scripting, automation, or PowerShell
- Exposure to virtualization platforms (e.g., VMware, Hyper-V)
- Understanding of mobile device management (e.g., Intune, Jamf)
- Participation in project-based technical rollouts or migrations
- Ability to analyze metrics related to support trends and suggest process enhancements
Responsibilities
- Serve as a Tier two and three escalation point for technical issues.
- Troubleshoot and resolve moderately complex hardware, software, application, and network-related problems.
- Perform advanced user account management, including group policies, access controls, and multi-factor authentication support.
- Support and administer enterprise tools such as endpoint management systems, cloud collaboration platforms, and virtualization technologies.
- Assist with deployment and configuration of systems, applications, and updates in accordance with change protocols.
- Contribute to the improvement of support procedures, troubleshooting guides, and internal knowledge bases.
- Monitor ticket queues to ensure timely resolution and appropriate documentation in accordance with service standards.
- Collaborate with infrastructure, network, and security teams to resolve cross-functional technical issues.
- Participate in root cause analysis and provide feedback on recurring incidents or process gaps.
- Responsible for all SOP, policy, and procedure creation and maintenance.
Benefits
- Comprehensive benefits package (medical, dental, vision, 401(k), paid time off)
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
