Systems Engineer

Impact is a leading national managed services provider specializing in IT & Cloud, Cybersecurity, Digital Transformation & AI, Integrated Marketing, and Print & Document Management.

The TOC Systems Engineer will be part of the Impact Networking MIT organization under Service Operations and will provide world‑class customer support and technical expertise for Impact Networking customer environments. Customer support will center around systems infrastructure and desktop computing following Impact’s incident, request, and change management processes. Experience in IT support, effective team participation, and a demonstrated ability to understand customer needs, drive business practices, and work collaboratively in a fast‑paced, dynamic environment where customer service skills are utilized daily are expected.

• Provide world‑class customer support and technical expertise for Impact Networking customer environments.
• Handle server, workstation, and application incidents, change orders, and service requests by restoring service, resolving issues, and closing cases. Coordinate with customers, internal teams, and external vendors as needed.
• Customer and core infrastructure monitoring:
  • Learn alarm management platforms, functions, and terminology.
  • Verify validity of alarms and follow troubleshooting procedures as outlined.
  • Work with remote locations on verification and resolution of alarms.
• Follow outlined procedures for customer notification, escalation, and technical network interfaces, building familiarity with the client base (customer intimacy).
• Review system requirements and engineering concerns associated with customer requests such as equipment configuration, and operational impact.
• Perform system configuration changes, root cause analyses, and proactive measures to address chronic and emerging systems problems.
• Act as a technical training resource and escalation point for peers and internal teams while maintaining accurate technical documentation and systems diagrams.
• Review logs and performance reports to identify potential problems and take proactive measures to mitigate them.
• Maintain technical expertise and required industry certifications and stay current with new and emerging systems technologies.

Watch the video below to learn more about our Managed IT division!

• Minimum of 3 years of industry experience in a production support role for an enterprise or managed service provider (MSP) environment.
• Solid operational support experience and technical troubleshooting skills.
• Strong working knowledge of virtualization technologies and integration with storage platforms.
• Strong experience and knowledge with various systems & desktop based operating systems, including:
• Windows Server
• ESX/VMware
• Windows Clusters
• Active Directory
• Network configuration
• IP addressing
• Routing
• DNS
• Proficiency in cloud platforms like Microsoft Azure & AVD
• Backup and Disaster Recovery tools like Datto
• SAN Connectivity
• Demonstrated experience preferred:
• ITIL and Service Management
• Experience with N-Able RMM
• Knowledge of HaloPSA Platform
• Proficiency with documentation management platforms
• Must have working knowledge of event and incident management systems including support for Incident, Change, and Request for Information requirements.
• Strong communication skills and customer‑service focus.
• Excellent time‑management skills.
• Excellent writing and verbal communication skills.
• Ability to communicate and work directly with customers to identify and resolve technical issues.
• Ability to execute sound judgment and take initiative.
• Ability to work under pressure and manage multiple priorities.
• Desirable Education / Certifications
• Microsoft Technology Associate (MTA):
  Windows Server Administration Fundamentals
• Microsoft Certified Solutions Associate (MCSA):
  Windows Server
• Microsoft Certified:
  Windows Server Hybrid Administrator Associate
• Microsoft Certified:
  Modern Desktop Administrator Associate
• Microsoft Certified:
  Identity and Access Administrator Associate
• CompTIA Server+
• CompTIA Security+
• Bachelor’s degree in business management, Computer Science, or equivalent work experience

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