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Systems Engineer – Level 3

The Systems Engineer is a critical component of the ACCi service offering. The Level 3 Engineer serves as a consultant and escalation point for the Services team. The client expects top-notch service delivery, including attitude as well as aptitude. This position will service the current client base daily, as well as engage new clients as part of a pre-sales team at periodic intervals.

Required Experience and Knowledge:

  • Must possess a minimum of two of the following industry certifications or relevant experience
  • CompTIA A+, CompTIA Network+, Microsoft MCSA / MCP /MCSE, VCP
  • IT Security knowledge with basic understanding of technical security controls
  • Knowledge of server & desktop hardware & software platforms
  • Network infrastructure including LAN/WAN/WLAN design, installation, configuration, support, and troubleshooting
  • Fully versed in Level I – Level III support
  • Windows Server/Desktop Support
  • Windows Server Installation, Configuration, Migration, Integration
  • VOIP/phone system design, installation, configuration, support, and troubleshooting
  • Microsoft Active Directory administration experience
  • Microsoft Office 365 administration experience
  • Microsoft Azure administration experience
  • OS virtualization technologies (Microsoft Hyper-V, VMware)
  • RMM installation, configuration, support, and troubleshooting
  • Line of Business application advanced troubleshooting, installation, migration, and upgrades
  • Consultative and problem-Solving Methodology
  • Documentation skills

Preferred Experience with any of the following:

  • Microsoft SQL Database administration, configuration, and troubleshooting
  • Network vendor experience (HP, Cisco, Aruba, Extreme, Aerohive)
  • Hardware vendor experience (HPE, Dell, Lenovo)
  • BDR installation, and troubleshooting
  • Active Directory installation, configuration, support, and troubleshooting
  • SonicWALL Firewall experience
  • Sangoma SwitchVox Phone System
  • ConnectWise Command RMM
  • ConnectWise Manage PSA
  • HPE Wireless Technologies
  • Axcient x360Recover
  • Additional IT certifications are considered a plus

Essential Duties and Responsibilities:

  • Pre-sales engineering visits with clients & prospects, scoping of project requirements, product & labor estimating, written scope of work with cost estimates, and any exclusions
  • Prep, configure, and install project solutions as part of the implementation process
  • Onsite deployment of equipment, through the use of personally-owned dependable transportation
  • Client training on implemented solutions
  • On-going maintenance & support of client solutions
  • Remediation of issues with clients end-point & critical business systems
  • Daily response to service tickets pertaining to client issues
  • Escalation point for Level 1 & Level 2 team members and escalated service tickets
  • Monitoring & management of client systems
  • After-hours on-call support for clients and internal as scheduled on rotating basis
  • Responsible for entering time and expenses in Professional Software Automation (PSA) tool
  • Understand processes in PSA tool by completing assigned training materials and blueprints on ConnectWise University
  • Enter all work as service/project tickets into PSA tool as it occurs (daily)
  • Cross-training ACCi staff for support purposes
  • Administer assigned in-house systems
  • Complete in-house projects assigned from time-to-time
  • System documentation maintenance and review in Professional Software Tool (PSA Tool)
  • Communication with clients as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages
  • Regular and predictable attendance
  • The ability to complete an assigned task in a safe manner and in a constant state of alertness
  • The ability to get along with co-workers, customers and other employees
  • Upholds company policies, including the prevention of harassment
  • Work with the sales team to design technical solutions for clients

Experience Checklist:

  • Install, configure, & deploy a Windows server from scratch including setting up domain, DNS, Active Directory, group policies, etc.
  • Migrate a Windows 2012/2016 server to a Windows 2019/2022 server
    • Including moving of server roles, LOB applications, SQL databases, etc.
  • Migrate an on-premise Microsoft Exchange server to M365
    • Methods and tools utilized
  • Design & implement a comprehensive wireless solution
    • Heat map tool & vendor products utilized
  • Install, configure, & deploy next-gen firewalls including VLANs and VPNs
  • Design, configure, & deploy virtual infrastructure of Azure in a production environment
  • Design, install, configure, deploy, support, & troubleshoot a VMWare vCenter and SAN environment
  • Design, install, configure, deploy, support, & troubleshoot an on-premise & cloud image-based backup solution
    • Including a successful recovery from backup
      • Design, install, configure, deploy, support, & troubleshoot a VOIP phone system
    • Experience with pre-sales engineering in creating a Scope-of-Work (SOW)
      • Including a bill-of-materials and labor estimates for various project
    • Perform IT or Cyber Security risk assessments, gap analysis, and remediation efforts

Knowledge, Skills, and/or Abilities Required:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

  • Advanced understanding of operating systems, business applications, printing systems, and network systems
  • Interpersonal skills: such as telephony skills, communication skills, active listening, and customer care
  • Ability to prioritize, be attentive to details, maintain confidentiality, and provide exceptional client services is required.
  • Service awareness of all organization’s key IT services for which support is being provided
  • Understanding of support tools, techniques, and how technology is used to provide IT services
  • Strong problem solving and debugging skills
  • Ability to follow a checklist of tasks, and delineate the tasks taken in a detailed manner
  • Maintain current certifications and achieve additional certifications as requested
  • Applicant will be expected to achieve two to four of the following vendor specific certifications within the first year of service: SonicWall SNSA, HP Wireless technology, Sangoma/Digium Certified SwitchVox Engineer dCSE, various Microsoft M365 & Azure certifications

 

Please send cover letter and resume to hr@acci.com