IT Service Alignment Engineer / Systems Engineer

Rehmann • Grand Rapids, MI

395d

About The Position

We are currently seeking a Service Alignment Engineer/Systems Engineer to join our Rehmann Technology Solutions team. This position exists to ensure that as we dynamically pursue business growth and success at the rapid pace that the IT industry (and our clients) demands, we are doing so in such a way that consistently maintains or grows our level of excellence in the customer service we provide.

Requirements

• High school diploma required; college degree preferred
• 7+ years of relevant experience, including consulting or client interactions
• Minimum of two mid-level certifications (e.g. MCSE-Microsoft, VCP or VCAP - VMWare, CCDP-Cisco)
• Demonstrated working knowledge of TCP/IP networking, Microsoft Office 365, Exchange and Microsoft Operating Systems and network virtualization
• Ability to work well in a team environment
• Ability to communicate with engineers with varying levels of expertise
• Unwavering integrity in all situations
• Commitment to upholding the highest standards of customer service at all times
• Commitment to take the steps necessary to remedy less than excellent service outcomes
• Ability to shift gears and implement new topics and processes quickly to address emerging informational needs
• Ability to adapt to various personality types and adjust communication accordingly to ensure clarity and positive outcomes
• Excellent written and verbal communications skills
• Empathy and ability to provide relevant answers suitable to clients at various stages in the service process
• Ability to manage multiple priorities and deadlines
• Ability to locate, track, organize and summarize information
• Excellent troubleshooting skills
• Ability to build relationships and ask questions that elicit responses and engage others in discussion
• Willingness to coach and train others
• Willingness to travel

Responsibilities

• Enter service requests accurately into appropriate tracking systems
• Escalate service requests based on client / company based standards and timeframes
• Take proactive action to avoid hardware, software and network issues
• Work alone or as part of a team to troubleshoot complex system failures and hardware, software and network issues
• Conduct root cause analysis on chronic tickets to eliminate ongoing issues
• Develop, compile, test and deploy customer scripting to user specifications for problem resolution
• Schedule and perform proactive maintenance and back ups of systems, taking measures to avoid the pain of downtime and poor performance of their systems
• Manage, maintain and control Framework Active Directory
• Assign user privilege; manage group shares and home directories; administer file system management, backups, process control, user administration and device management
• Manage and maintain systems including: Exchange, SQL, RDS and IIS
• Provide DNS, Active Directory, Group Policy Objects (GPO) and LDAP configuration
• Provide functions including print server configuration, performance optimization, and where applicable, install and support printers and storage peripherals
• Research and install current patches
• Assist Virtual CIOs in monthly reporting

Benefits

• Programs and benefits that encourage growth and development
• Benefits focused on physical and mental health
• Paid time off for volunteering and diversity-related activities
• Flexible work arrangements

What This Job Offers

• Career Level: Mid Level
• Industry: Professional, Scientific, and Technical Services
• Education Level: High school or GED
• Number of Employees: 501-1,000 employees