Managed Services Systems Engineer I

Carrier Access IT•Clive, IA

1d•Hybrid

About The Position

The Systems Engineer I is a frontline contributor on the Managed Services team, providing technical support and maintaining the day-to-day operation of client IT systems. The role responds to and resolves service incidents and requests, communicates with users and service providers, and helps deliver reliable, high-quality IT services. The position works in the Clive, Iowa office and may provide on-site support at customer locations or travel to client sites occasionally. The engineer deploys and supports desktop and laptop devices; troubleshoots desktop, server, network, and cloud issues; administers Microsoft and related cloud services; monitors systems and assists with patch management; and creates and maintains systems with guidance from other team members. The role also emphasizes customer service, documentation, timely ticket and time tracking, and ongoing learning. Participation in an on-call rotation and response to critical outages or after-hours support requests may be required.

Requirements

High school diploma and at least 3 years of related client service experience.
Strong working knowledge of desktop support, server administration, networking, cloud technologies, and business application support.
Experience administering and troubleshooting Active Directory Group Policy, DHCP and DNS, user and identity management, Microsoft 365, and Exchange Online.
Experience using remote monitoring and management (RMM) platforms such as N-able, LogicMonitor, or similar tools.
Working knowledge of backup and disaster recovery solutions, including monitoring, troubleshooting, and restoration processes.
Ability to plan, deploy, maintain, and troubleshoot workstation, server, and cloud-based solutions.
Excellent troubleshooting, customer service, communication, and documentation skills.
Ability to manage multiple priorities while meeting service level agreements and delivering a high-quality customer experience.
Ability to research technical issues and products and explain ideas in business-friendly and user-friendly language.
Self-motivation, attention to detail, analytical and problem-solving abilities, and strategic thinking.
Ability to prioritize, organize, and execute multiple tasks in a high-pressure environment and adapt to growth, change, and continuous learning.
Dependable attendance and punctuality, with commitment to being present and ready to contribute daily.
Ability to work in an environment that may require extended sitting; dexterity to operate computer keyboards, mice, power tools, and computer components; lifting and transporting objects up to 60 pounds; and climbing ladders, crawling, bending, and squatting.
Ability to participate in an on-call rotation and respond to critical outages or after-hours support requests as required.
Occasional travel to client sites may be required.

Nice To Haves

An associate’s or bachelor’s degree in IT or a related field.
Experience with a PSA or ticketing platform such as ConnectWise Manage.
Knowledge of virtualization technologies including VMware vSphere/ESXi and Microsoft Hyper-V, and virtual infrastructure maintenance, troubleshooting, and lifecycle upgrades.
Understanding of external DNS services and record types.
Experience managing internal and external SSL certificates.

Responsibilities

Coordinate and execute desktop and laptop deployments, including imaging, configuration, software installation, user data migration, and post-deployment support.
Provide on-site staff augmentation and hands-on IT support at customer locations when needed.
Maintain current knowledge of relevant technology and research industry best practices.
Provide Tier 1 technical support to managed services customers, troubleshooting and resolving escalated desktop, server, network, and cloud-related issues.
Administer and support Microsoft 365, Azure, Active Directory, Entra ID, Exchange Online, Teams, and related cloud services.
Monitor systems and proactively resolve issues, respond to monitoring tickets, and assist with patch management.
Create and maintain basic to moderately complex systems for internal and external clients with guidance from team members.
Communicate professionally with customers, set expectations, and provide a positive customer experience.
Develop and document knowledge of client businesses and help identify options for resolving issues or advancing organizations.
Complete assigned tasks on time, track time in the ticketing system, and communicate status to the manager.
Track documentation and communications through Carrier Access IT’s internal systems.
Participate in an on-call rotation and respond to critical outages or after-hours support requests as required.
Travel to client sites occasionally as required.
Perform other tasks as needed or requested.

Benefits

401(k) retirement plan with employer match
Opportunities for quarterly bonuses (variable pay)
Paid time off and volunteer time off
Medical, dental, and vision coverage for employees and eligible dependents
Company-paid life insurance and short-term and long-term disability insurance
Flexible spending accounts and health savings accounts
Career development and advancement opportunities
Professional development and training opportunities
Company-paid vendor certifications and training
Mentorship and opportunities to work on diverse projects
Hybrid and flexible work arrangements, depending on the position and business needs
Wellness and financial resources
A culture-rich organization with a family-valued atmosphere