Senior Systems Engineer

Helixstorm•Costa Mesa, CA

13d

About The Position

The Senior Systems Engineer is responsible for the professional and timely resolution of alerts generated from system-managed devices. The complexity of alerts will range from simple to complex based on the specific client environment. This can include architecture, installation, support, and documentation of client systems and infrastructure networks; capability with the following Microsoft technologies, including all facets of a Windows-based network. The systems managed devices range from enterprise storage arrays to local area networking equipment to virtualized and physical servers. Additionally, the Senior Systems Engineer may be tasked to work on projects. These projects can range from simple infrastructure refresh to Office 365 migrations to complex infrastructure refresh.

Requirements

Bachelor’s Degree in Information Technology/Computer Science or equivalent.
Seven years of hands-on experience administering either a Microsoft and/or VMware computing environment with the recent support of Microsoft Offce365 and/or Azure deployments.
Excellent organizational skills; enthusiasm for multi-tasking, and a TEAM player
The ability to demonstrate, active listening and customer care, within a fast-paced environment
Ability to work weekends and/or off-hours as necessary to meet Company's needs.
Strong interpersonal and communication skills; both verbally and in writing.

Nice To Haves

Experience with any of the following technologies is a big plus; VMware, Enterprise Storage, Converged and Hyper-converged infrastructure, Linux based networks, Networking, and Firewalls.
Current experience working in the MSP industry not required but a plus

Responsibilities

Resolve systems-generated alerts including but not limited to the monitoring of customer backup environments, VMware environments, patch management, and other projects.
Work as an escalation point of the help desk team and take regular calls as needed during high volume periods.
Ensure a high level of responsiveness, communication, professionalism, and technical knowledge.
Continually strive to improve Helixstorm client experience, perception, and overall satisfaction.
Perform regular maintenance tasks on managed devices to include but not limited to; Firewalls, Switches, Routers, and Server (both physical and virtual) as directed by management.
Follow all in place change control procedures.
Manage and maintain customer backup environments by performing periodic reviews of the systems and trial restores as needed to validate the backup systems; this includes customer-owned backup systems as well as the Helixstorm Managed Backup and Disaster Recovery service.
General understanding of each managed service’s client computing environment as well as the ability to quickly troubleshoot issues as they present themselves.
Setup, configuration, and ongoing management of Helixstorm RMM tool(s) to include the deployment of toolset into customer environments during the onboarding process.
Identify and resolve the root cause of outages caused by failures of client devices; craft complete post-mortems of the events to be presented to customers as needed directed by management.
Coordinate with internal resources as well as third-party services providers to resolve issues as needed; leverage third-party providers to perform mundane work when appropriate.
Exercise sound judgment while solving technical issues presented by managed services clients. To include protection of Helixstorm client's employee data during the troubleshooting process.
Manage work and time as service tickets in ConnectWise system; prompt and accurate time entry in the systems to ensure accurate client billing as well as contract profitability.
Maintain system documentation as needed to support clients; continuously review documentation to ensure it is relevant to current client support requirements.
Additional duties and projects as requested by manager or supervisor.