IT Systems Engineer

Entech Computer Services LLC • Fort Myers, FL

12d • Hybrid

About The Position

Systems Engineers are responsible for all incoming reactive and proactive service requests. Work performed for this role will take place both onsite and remotely from Entech’s Service Desk. Systems Engineers will work independently and as part of a team to answer service desk calls, urgently analyze technical issues, address Level 1 escalations, work with the project manager on team related projects, troubleshoot over the phone/onsite/via remote access, and escalate problems to Level 3 support when appropriate.

Requirements

• Advanced proficiency in and ability to troubleshoot Windows 10 and 11 Operating Systems
• Advanced proficiency in and ability to troubleshoot Workstation and Server Hardware
• Advanced proficiency in and ability to troubleshoot Printer and Multi-function devices and technologies
• Advanced proficiency in and ability to troubleshoot Standard Windows Applications
• Advanced proficiency in and ability to troubleshoot Microsoft Office Suite
• Advanced proficiency in and ability to troubleshoot Email and Mobile Device connectivity
• Advanced proficiency in and ability to troubleshoot Microsoft 365
• Intermediate proficiency in and the ability to troubleshoot Mac OS troubleshooting
• Intermediate proficiency in and the ability to troubleshoot IPv4 and IPv6 technologies
• Intermediate proficiency in and the ability to troubleshoot LAN/WAN connectivity issues
• Intermediate proficiency in and the ability to troubleshoot Microsoft Azure
• Intermediate proficiency in and the ability to troubleshoot Hyper-V, vSphere, Citrix, SQL, and Terminal Services
• Intermediate proficiency in and the ability to troubleshoot Active Directory
• Intermediate proficiency in and the ability to troubleshoot Windows Server2008– 2022
• Intermediate proficiency in and the ability to troubleshoot VPN connectivity troubleshooting and configuration (Cisco, SonicWall, OpenVPN, IPSec)
• High School Diploma or GED required.
• At least 3 years of related experience or relevant coursework.
• At least 3 years working in a Technical Support/Service Desk environment.
• Valid Florida Driver License and must have a clean driving record.

Nice To Haves

• Professional IT Certifications, such as: Microsoft MCP, MCSA, or MCSE, Citrix CCEA or CCIA, Cisco CCNA, or VMware VCP.
• CompTIA Network+ or CompTIA Security+

Responsibilities

• Incident Resolution & Documentation
• Proactive System Monitoring & Maintenance
• Customer Communication & Satisfaction
• Infrastructure Support & Upgrades
• Ticket & Time Management
• Identify, troubleshoot and document user issues to resolution, while maintaining superior customer satisfaction
• Work with end users to resolve reactive support requests related to Windows servers and desktops, Microsoft cloud services (Microsoft 365 and Azure), Remote Desktop Services, firewalls, managed switches, LAN/WAN connectivity issues.
• Work to resolve proactive alerts and monitors generated by the NOC related to backups, viruses, impending hardware failures, licensing issues and more.
• Complete recurring health assessments and proactive upgrades to network infrastructure.
• Manage Line of Business software updates and upgrades when appropriate and coordinate with vendor support where necessary to support software on servers and end-user devices.
• Manage software as a service licensing and accounts for partners when appropriate.
• Manage daily ticket queues and schedule to ensure all assigned tickets are resolved and responded to within preapproved targets.
• Advanced utilization of RMM Software, ConnectWise Manage, IT Glue and other service-specific tools and technologies to deliver onsite and remote user support services.
• Communicate with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages.

Benefits

• Free Employee Medical Insurance
• Additional Employer Paid Medical Options
• Fully Vested 401(k) Match
• Flexible Time Off (an unlimited amount of paid time off days)
• Free $10,000 Life Insurance Policy
• Six Paid Holidays – PLUS Black Friday!
• Flexible Schedule Options
• Fun Employee Events – Yearly Culture Building Events
• Options available for dental, vision, accident, hospital, short term disability, long term disability, Identity theft protection and additional life insurance.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED
• Number of Employees: 51-100 employees