Systems Support Engineer II (Secret Clearance)

Red River•Lexington, MA

15d•Onsite

About The Position

At Red River Managed Services, we provide a welcoming and positive workplace where everyone feels valued and able to do their best work, fostering a one-team mentality. Our employees work together to foster wise decision-making that relies on data, experience, and collaboration. We seek self-motivated individuals who are open to an environment based on this teamwork and shared success. Our team works directly with our clients to create innovative solutions, challenge the status quo, and deliver first in class solutions. Our client-centric culture works to anticipate needs with an urgency to resolve issues and build long-term client relationships. We aim to expand our growing workforce with passionate individuals who are resilient in the face of uncertainty and possess a creative spirit, all while keeping the needs of our clients top of mind to foster individual and organizational success. Interested candidates must possess a desire for growth through continuous learning and feedback. Ideal candidates will possess the following skills and come prepared to discuss how they have experienced each of these areas in previous roles: Collaboration — You bring a collaborative spirit to all interactions with others; you work to ensure everyone around you is welcomed and positioned to do their best work; you view every Red River colleague as a member of one team. Creativity — You welcome new ideas and listen with the intent to understand; you are passionate and persistent in pursuit of innovative solutions; you value “brainstorming” as an expression. Empathy — You take the time to understand both the needs of your clients and your team members; you anticipate client needs and address issues effectively; you work to make each client feel valued and understood; you foster loyalty and a long-term relationship. Integrity — You willingly receive and give feedback; you are open about what’s working and what needs to improve; you admit mistakes openly and share learnings widely. Judgment — You are intentional when making decisions, with an aim toward long-term solutions rather than quick fixes; you rely on data, training, and collaboration with others to inform your decisions. Purpose — You exhibit courage in searching for the truth; you are willing to risk personal failure to help, or challenge the status quo, in the pursuit of excellence. Resilience — You thrive in rapidly changing circumstances; you adapt to change; you know when to include or escalate to others; you embrace a hard challenge. Selflessness — You are considerate when searching for new and different ideas; you seek what’s best for the team and organization; you discern how your actions could affect others; you seek to make those around you successful. Red River is seeking a Systems Support Engineer II with an active Secret clearance to join our growing team! This position will work onsite with one of our clients in the Lexington, MA area. This person will handle technical support requests directly from our customers, as well as escalation from other team members. Our engineers are responsible for maintaining user uptime and improving their computing experiences through effective maintenance, problem identification, and resolution activities, as well as growing and developing the organization’s perception with the customer through exceptional customer service. Candidates must be energetic and focused with a strong motivation to learn new technologies, management, and maintenance processes.

Requirements

Minimum 3 years of IT (5 years preferred) experience with IT administration and support experience with windows administration and management of Active Directory, DHCP, DNS, and Group Policy
Previous Experience in a fast-paced consulting or MSP environment as plus
Active SECRET clearance
High level knowledge of supporting/managing/imaging OS products/devices Windows/Office365
Strong domain functionality experience and knowledge of Active Directory services, Group Policy, DNS, DHCP
Strong ability to troubleshoot Windows and Mac OS related issues at hardware and software levels
Strong ability to troubleshoot Remote Desktop Services and VPN (SSL and IPSec)
Strong ability to troubleshoot Office365 products (Exchange/Sharepoint/Onedrive/Teams) using GUI and powershell
Ticketing system/SLA experience (ServiceNow preferred)
Intermediate knowledge of Backup Solutions (Veeam preferred)
Basic understanding of core network components & troubleshooting
Maintaining standards and documentation on an ongoing basis as products and technologies evolve
Iphone/iOS troubleshooting/configuring
Strong consulting and communication skills
Confidence and experience in front of client
Strong ability to work in a team-based environment
Ability to be a self-starter and possess good time management skills
Strong ability to manage their ticket queue in tandem with taking client support phone calls
U.S. Citizenship Required

Nice To Haves

Desired certifications: CompTIA A+, Network+, ITIL V3/V4 Foundation
Mac experience preferred
MDM experience with WorkspaceOne and JAMF preferred
Experience with imaging process/deployment of workstations
Email Administration with high level user management including configuring new accounts, password resets, and troubleshooting user login, profile, and permission issues
Experience with MS Intune MDM including but not limited to configuration policies, compliance policies, and app protection for various device types
Other business duties as assigned

Responsibilities

handle technical support requests directly from our customers
escalation from other team members
maintaining user uptime
improving their computing experiences through effective maintenance, problem identification, and resolution activities
growing and developing the organization’s perception with the customer through exceptional customer service