IT Service Alignment Engineer / Systems Engineer

Rehmann-posted 11 months ago

Mid Level

Grand Rapids, MI

501-1,000 employees

Professional, Scientific, and Technical Services

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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.

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

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

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

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