Systems Engineer

Visual Edge IT•Indianapolis, IN

About The Position

Visual Edge IT is seeking a skilled, customer-focused Systems Engineer for its Managed Services team. The role is a technical escalation resource for clients and internal Service Desk teams, providing advanced troubleshooting, onsite technical support, and proactive infrastructure management across varied customer environments. The engineer supports technologies including Microsoft 365, networking, cloud platforms, firewalls, servers, endpoints, and other infrastructure systems. The position combines technical expertise with customer relationship management. It involves communicating with end users, executives, vendors, and internal teams; managing tickets and service requests; supporting customer projects; and maintaining infrastructure, documentation, and service standards. The role includes participation in an after-hours emergency support rotation and occasional emergency onsite dispatches. Local travel to customer sites may be required, up to approximately 60% depending on territory and customer needs.

Requirements

High school diploma or GED.
At least 2 years of experience in a Managed Services Provider (MSP), IT support, or technology solutions environment.
Strong troubleshooting experience with Microsoft Windows environments, Microsoft 365, networking, servers, and cloud-based technologies.
Experience supporting and troubleshooting switches, routers, wireless infrastructure, VPNs, firewalls, and endpoint devices.
Working knowledge of Active Directory, Azure, Microsoft 365 administration, DNS, DHCP, TCP/IP, and virtualization technologies.
Familiarity with cybersecurity best practices, endpoint protection, backup solutions, and disaster recovery concepts.
Understanding of ticket management systems, remote support tools, and technical documentation practices.
Ability to analyze technical issues, identify root causes, and develop effective long-term solutions.
Excellent verbal and written communication skills, including the ability to explain technical concepts to non-technical users.
Strong customer service mindset and ability to remain professional and composed under pressure.
Ability to prioritize multiple tasks and manage competing priorities in a fast-paced environment.
Strong organizational skills and attention to detail.
Self-motivated ability to work independently and collaborate effectively with a team.
Willingness to participate in ongoing technical training and certification development.
Ability to lift and move equipment up to 50 pounds.
Ability to climb ladders and work around technical equipment as needed.
Ability to stand, walk, bend, and work onsite for extended periods when required.
Valid driver’s license, reliable transportation, and acceptable driving record.
Ability to travel locally to customer sites as needed, up to approximately 60% depending on territory and customer requirements.

Nice To Haves

Associate’s or bachelor’s degree in Information Technology, Computer Science, or a related field.
One or more of the following certifications, or equivalent experience: Microsoft 365 Fundamentals, Microsoft Azure Fundamentals, Microsoft MCSA (2012 or later), Microsoft MTA Networking Fundamentals, CompTIA A+, CompTIA Network+, CompTIA ITF+, Cisco Meraki Solutions Specialist, Ubiquiti UNS or UEWA, or Barracuda Firewall certifications.
Equivalent firewall administration experience.

Responsibilities

Serve as a senior escalation point for the Service Desk through phone, email, chat, ticketing systems, and onsite support engagements.
Provide remote and onsite troubleshooting for desktops, servers, networking equipment, cloud services, and business-critical infrastructure.
Diagnose and remediate issues involving Microsoft environments, network connectivity, security appliances, printers, wireless systems, and endpoint devices.
Determine when onsite support is required to support timely resolution and customer satisfaction.
Manage assigned customer tickets and service requests while meeting established SLA, response, and resolution metrics.
Maintain customer systems and equipment to high operational and security standards.
Communicate proactively and professionally with customers, providing timely follow-up throughout the support lifecycle.
Explain troubleshooting steps and technical solutions to users clearly and professionally.
Accurately document technical activities, troubleshooting steps, resolutions, and recommendations in ticketing and documentation systems.
Support customer onboarding, offboarding, implementations, and infrastructure upgrade projects.
Maintain and improve network diagrams, SOPs, customer environment records, and technical knowledgebase articles.
Participate in customer network audits and health reviews to identify performance, security, and stability concerns.
Collaborate with Sales, Engineering, and Project teams to provide technical guidance and support for customer solutions and recommendations.
Stay aware of emerging technologies, cybersecurity threats, and industry best practices.
Participate in an after-hours emergency support rotation and occasional onsite emergency dispatches as required.
Represent Visual Edge IT professionally with customers, vendors, and business partners; follow company standards, procedures, and Core Values.
Perform additional duties and technical projects as assigned.