Systems Engineer

Net at Work

6d • $60,000 - $80,000

About The Position

The Systems Engineer (SE) implements networking technologies for clients and supports clients and their networks. The SE configures equipment and software to meet client business needs and documents solutions for ongoing support. The position provides second-level technical support and ticket tracking, and may serve on implementation teams for larger projects or independently provide support visits and smaller project work. The role focuses on reducing time to resolution and increasing revenue by serving as a project resource and an escalation resource for service tickets and Service Desk escalations.

The position involves supporting Mac OS and Windows environments, troubleshooting hardware and software, completing projects, maintaining client and operational documentation, and coordinating work with Service Coordination and Project Management. The SE is responsible for relevant performance indicators, including average time to resolution, customer satisfaction, employee utilization, and SLA adherence. The role may require customer approval for access to customer information, systems, or premises.

Requirements

• At least 5 years of experience at an MSP, service desk, and/or corporate IT organization as a technical support representative or consultant supporting small to mid-size clients.
• At least 5 years of project engineering experience.
• Exceptional written and verbal communication skills.
• Exceptional ability to multitask.
• Ability to adapt and learn new platforms and skills quickly.
• Strong sense of urgency.
• Experience with Apple hardware, Mac OS, Google (G-Suite), Windows, Office 365, Intune, and JAMF.
• Experience supporting Outlook/Office 365 Admin Portal.
• Experience managing and configuring Windows workstation and server operating system security, sharing, patches, and group policies in a Windows Domain environment.
• Experience with cloud storage and remote connectivity solutions.
• Experience with advanced networking technologies.
• Experience remediating EDR-related issues.
• Experience implementing and remediating backup solutions.
• Familiarity with ConnectWise Automate or a similar RMM solution.
• Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning.
• A college degree from an accredited four-year institution or relevant technical experience.
• Previous customer support, sales, or technology experience.

Nice To Haves

• Preferred technical certifications include Microsoft, Cisco, VMware, JAMF, SonicWALL, Fortinet, and CompTIA.
• Current MCSE/MCSA or similar-level Microsoft certifications.
• Current CCNA certifications or extensive knowledge and understanding of the OSI model.

Responsibilities

• Coordinate and/or perform remote fixes at desktop, server, and networking levels, including software installation and upgrades, file backup implementation, and system and application configuration.
• Handle second-level Service Desk escalations and resolve level 2 issues in Mac OS and Windows environments.
• De-escalate client situations involving outages and communications, and travel onsite when necessary.
• Troubleshoot hardware and determine appropriate fixes.
• Adhere to standard operating procedures.
• Remotely troubleshoot hardware and software issues, including those involving Mac OS, Apple, Google for Work, Cisco Meraki, and Dropbox.
• Perform post-resolution follow-ups on help requests.
• Research and resolve technical problems.
• Implement and maintain operational documentation and procedures.
• Issue daily operations status reports and project status reports as required.
• Complete technical and special projects as assigned.
• Enter time daily in the ticketing platform, keep tickets updated, and maintain a minimum of 32 billable hours.
• Coordinate work assignments with Service Coordination and intermittent project assignments with Project Management.
• Continue learning new technologies and solutions.
• Maintain a work calendar.
• Update client documentation after changes to a client's network.
• Maintain required professional certifications and assist with vendor certifications as required.
• Provide peers and leadership with situational-awareness briefings on high-profile clients and projects.
• Take responsibility for KPIs including average time to resolution, customer satisfaction, employee utilization, and SLA adherence.
• Be available for on-call and after-hours work.

Benefits

• Medical, dental, and vision coverage.
• Accident, critical illness, and hospital indemnity coverage.
• Employee Assistance Program (EAP).
• Life and AD&D insurance.
• Short- and long-term disability insurance.
• Flexible Spending Accounts.
• Transportation and parking accounts.
• Health Savings Accounts with a company contribution.
• 401(k) retirement plan with matching contribution.
• Legal benefits.
• Identity theft protection.
• Pet insurance.
• Wellness program offerings.
• Paid time off accrued per pay period based on years of service, starting at 15 days annually.
• Eight paid holidays per year, including one floating holiday.
• Bonus eligibility in accordance with the Company's plan.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level