Systems Engineer Level -3

Job Title: Systems Engineer Level -3

Department: Systems & Services

Reports To: IT Service Manager

 

Summary
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, VCP)
• Basic IT Security knowledge
• Knowledge of server & desktop hardware & software platforms
• General knowledge of network infrastructure
• Experience working with virtual environments (VMware & Hyper-V
• Advanced knowledge of TCP/IP fundamentals
• Windows Server/Desktop Support
• Microsoft Office 365 administration
• Microsoft Active Directory management

Preferred Experience:
• Windows Server/Desktop Support
• Virtualization technologies (Hyper-V, VMware )
• Microsoft Azure
• SQL database basics
• SonicWALL Firewall experience
• Digium SwitchVox Phone System
• VOIP
• Continuum RMM
• ConnectWise Manage PSA
• Aerohive Wireless
• eFolder Replibit
• HPE Servers, Switches and SAN appliances
• Additional IT certifications are considered a plus

Essential Duties and Responsibilities
• Prep, configure, and install 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
• 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
• Enter all work as service/project tickets into PSA tool as it occurs (daily)
• Assist with escalations from Level 1 team members
• Train team members at all levels on new services/processes
• Administer assigned in-house systems
• Complete in-house projects as assigned
• Maintain and update documentation as needed
• Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages
• Team player, willing to offer and request support as needed.
• 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.
• 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, 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
• Applicant will be expected to achieve (2) of the following vendor specific certifications within the first year of service:
(SonicWall CSSA, AeroHive ACWA / ACWP and Digium Certified SwitchVox Engineer dCSE)

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
• 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 to 50lbs and use stairs