Systems Engineer

Overview

The TOC Systems Engineer will be part of the Impact Networking Managed IT organization under Service Operations. This role supports customer systems infrastructure and desktop computing through Impact’s incident, request, and change management processes, partnering with end users, internal teams, and third-party vendors to restore service and complete server and workstation work. You will assess capacity across server, storage, and workstation environments;

maintain system documentation and diagrams; support lifecycle and capacity projects; and perform root cause analysis for core-level events, recommending preventive actions.

• Provide world‑class customer support and technical expertise for Impact Networking customer environments
• Handle server, workstation, and application incidents, change orders, and service requests through restoration, resolution, and closure; 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 and escalation
• Provide a technical engineering interface with customers
• Review system requirements and engineering concerns associated with customer requests (e.g., equipment configuration and operational impact)
• Assist with backup and patch management issues
• Perform system configuration changes in response to client issues
• Perform root cause analysis on system and application problems
• Identify chronic problems and take action to address root causes
• Review logs and performance reports for emerging problems and initiate preventive actions
• Build familiarity with the client base (customer intimacy)
• Maintain technical expertise and required industry certifications; stay current with new and emerging technologies

• 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
• Experience supporting systems and desktop operating systems/technologies, including:
  • Windows Server
  • ESX/VMware
  • Windows Clusters
  • Active Directory
  • Network configuration (IP addressing, routing, DNS)
  • Cloud platforms (Microsoft Azure and Azure Virtual Desktop)
  • Backup and disaster recovery tools (e.g., Datto)
  • SAN connectivity
• Demonstrated experience:
  • ITIL and service management
  • N‑Able RMM (or similar tools)
  • Knowledge of HaloPSA platform, preferred
  • Proficiency with documentation management platforms
  • Working knowledge of event and incident management systems (Incident, Change, and Request/RFI requirements)
  • Strong communication skills and customer‑service focus
  • Excellent time‑management and organizational skills
  • Excellent writing and verbal communication skills
  • Ability to work directly with customers to identify and resolve technical issues
  • Sound judgment, initiative, and ability to manage multiple priorities under pressure
• 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+ and CompTIA Security+
  • Bachelor’s degree in business management, Computer Science, or equivalent work experience

The typical base salary for this role is $90,000-$110,000. Actual compensation packages are based on several factors that are unique to each candidate, including but not limited to skillset, experience and training, licensures and/or certifications, and other organizational needs. Impact may offer applicable incentive compensation plans depending on role and/or department. Full compensation details can be discussed with an Impact Talent Acquisition…