Systems Engineer II

Description

The Role

In an exciting and fast-paced work environment, the Systems Engineer II is responsible for the integrity of internal systems, including customer-facing hosted and cloud environments, technical assistance to team members and clients, planning and executing client projects, directly handling service requests, oversight of general network maintenance, server and infrastructure upgrades and expansions, network troubleshooting, and assisting with firewall deployments rules and policies.

As our ideal candidate, you possess excellent analytical and communication skills, demonstrate intermediate levels of knowledge, skills, and abilities in all disciplines of networking and security systems, and regularly deploy the highest level of quality technical support.

We have a fun-loving culture and seek employees who thrive under those conditions and promote those values.

• IT Support relating to issues with the internal systems and network infrastructure.
• Support services (including applications deployment, Active Directory, server optimization) for Microsoft-related technologies:
  Windows Server, Exchange, SQL, Microsoft Office Suite 365, etc.
• Support services for virtualization technologies including VMware and Hyper-V applications.
• Assist with management at the network level: WAN and LAN connectivity, routers, firewalls, wireless VLAN routing and switching, and firewall security.
• Assist with the administration of hosted and cloud solutions for customers utilizing technologies that meet their requirements.
• Assist with implementation of disaster recovery solutions.
• Timely and effective administration and maintenance of remote access solutions including VPN, terminal services, updates to agent scripts, responding to alerts, monitoring dashboard, and periodic system reviews.
• Timely and effective administration and maintenance of VoIP systems, ensuring high availability and performance.
• Produce documentation in an accurate and timely manner for system maintenance, network architecture, and knowledge base / best practices for all computer systems and network infrastructure.
• Timely and effective communication with customers including incident progress statuses and updates as well as notifications of impending changes or planned outages.
• Dispatch to client sites for on-site support and project execution as needed.

• Provide and deliver exceptional customer service to ensure complete customer satisfaction.
• Ability to work as a key member in a team environment and be able to communicate in a timely and effective manner.
• Apply good judgement and escalate service or project issues in a timely manner.
• Regularly review IT industry publications and online materials to remain up to date with current and emerging technologies.
• Install workstations and printers on the LAN according to schedule or as requested.
• Perform remote maintenance and support after hours on a rotating schedule when required.
• Download and test new versions of client software for workstations to make recommendations based on findings.
• Participate in team meetings, providing input and suggestions.
• Suggest training ideas for users based on interactions from resolving support requests.
• Ensure efficient and economical utilization of equipment and resources. Provide for safekeeping of equipment and supplies.
• Assist in moving PC equipment to different locations.
• Perform workstation-related setups.

• Interpersonal skills: telephony skills, communication skills, active listening, and customer care.
• Highly skilled and expert proficiency level of diagnostic capabilities.
• Excellent judgement to escalate service or project issues in a timely and effective manner.
• Ability to multi-task and adapt to change.
• Ability to match resources to technical issues appropriately.
• Understanding of support tools, techniques, and how technology is applied to provide IT services.
• Self-motivated with the ability to work in a fast-moving, customer support environment.
• Display a positive attitude towards complex challenges and problems as well as routine maintenance and administration tasks.
• Comfortable with communicating with all levels of management, business, and technical users.
• Demonstrated ability to exercise judgement and work independently or as a member of a team.
• Ability to adapt to changes in work priorities while managing expectations and completing demands in a delivery-driven environment.
• Ability to develop workable implementation plans.
• Ability to work indiscriminately with various individuals regardless of their race, color, creed, religion, gender, age, sexual orientation, national origin, disability, veteran status, or any other characteristic protected by state, federal, or local law.

• Bachelor’s degree in Information Technology or a closely related field is preferred.
• 3-5 years of experience working in an internal system support environment with an emphasis on networking and system architecture…