Senior Systems Engineer – Level 3

The Systems Engineer is a critical component of the ACCi service offering. The client expects top-notch service delivery, including attitude as well as aptitude.  This position will daily service the current client base, 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 2 of the following industry certifications (CompTIA A+, CompTIA Network+, Microsoft MCSA / MCP / MCSE, CCNA, VCP)
  • Knowledge of server and desktop hardware & software platforms
  • General knowledge of network infrastructure
  • Fully versed in Level I – Level III support
  • Advanced knowledge of TCP/IP fundamentals
  • Windows Server/Desktop support
  • Microsoft Active Directory administration
  • Experience configuring & supporting virtual environments (VMware & Hyper-V)
  • Microsoft 365 administration
  • Problem-Solving Methodology
  • Documentation skills
  • Aptitude
  • People skills

Preferred Experience with any of the following:

  • Windows Server/Desktop Support
  • Microsoft Active Directory
  • Microsoft Hyper-V
  • VMware
  • Veeam
  • SonicWALL Firewalls
  • Sangoma SwitchVox Phone System
  • VOIP
  • PRTG
  • ConnectWise Command RMM
  • ConnectWise Manage PSA
  • OpenDNS Umbrella
  • Aruba Wireless
  • Ubiquiti Wireless
  • Office 365
  • Axcient Replibit
  • HPE Servers and HPE Switches

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
  • Responsible for entering time and expenses in Professional Software Automation (PSA) tool as it occurs
  • 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 customers 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
  • Hardware, software, peripherals, accessories, process, environment, etc.

Skills Necessary for Position

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 the essential functions.

Continuing Education:  The Systems Engineer is expected to maintain current certifications and achieve new certification as directed by management and the need arises.

  • Basic to Mid-range 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 and maintain confidentiality
  • Diagnosis skills of technical issues
  • Ability to multi-task and adapt to changes quickly
  • 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
  • Problem-solving skills
  • Ability to follow a checklist of tasks, and delineate the tasks taken in a detailed manner

General skills:

  • Strong work ethic (willingness to do what it takes to get the job done)
  • Self-motivated with the ability to work in a fast-moving environment
  • Ability to work independently on projects or as part of a team
  • Pride in workmanship & solutions delivered
  • Proactive and committed to timely completion of action items and projects
  • Excellent communication skills, both written & verbal
  • Typing skills to ensure quick & accurate entry of service request details
  • Ability to interact with business decision makers and to ease any client concerns
  • Ability to perform administrative task correctly & on time (i.e. arrive at work, timesheets, expense reports, etc.)
  • Must be able to lift up to 50 lbs. and use the stairs when necessary

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