Systems Engineer – Northeast

About this Position

The Systems Engineer (SE) is responsible for implementation of networking technologies for clients and supporting clients and their networks. The SE configures the equipment and software to meet client business needs and documents the solution for ongoing support.

This position will provide second level technical support and main level ticket tracking in an efficient and effective manner. The SE can also function as part of an implementation team on larger projects, or individually provide the services on support visits or smaller project needs.

The primary role focus is to decrease time to resolution and increase revenue by acting as a project resource and an escalated resource for service tickets and Service Desk escalations.

• Coordinate and/or perform remote fixes at the desktop, server and networking level, including installing and upgrading software, implementing file backups, and configuring systems and applications.
• Second level escalations on the service desk team; resolve level 2 issues in Mac OS and Windows environments.
• De‑escalate client situations related to outages, communications, and travel onsite where necessary.
• Troubleshoot hardware and accurately determine fixes.
• Adherence to SOPs.
• Remotely troubleshoot issues relating to hardware and software (typically Mac OS, Apple, Google for Work, Cisco Meraki, Dropbox etc.)
• Perform post‑resolution follow‑ups to help requests.
• Research issues and resolve technical problems.
• Implement and maintain operational documentation and procedures.
• Issue the daily operations status report and project status reports as required.
• Complete technical and special projects as assigned.
• Daily entry of time within current ticketing platform and keeping tickets updated. Maintain minimum of 32hrs of billable time.
• Coordinate with Service Coordination for work assignments.
• Coordinate with Project Management for intermittent project work assignments.
• Continue to learn new technologies and solutions.
• Keep and maintain work calendar.
• Update client documentation after any change to the client’s network.
• Maintain necessary professional certification statuses.
• Assist with vendor certifications as required.
• Provide direct and indirect leadership and peers with situational awareness briefs on high profile clients/projects.
• KPIs:
  Average Time to Resolution, CSAT (Customer Satisfaction), Employee Utilization, and SLA Adherences will be your responsibility.

• Must have experience at an MSP, service desk and/or corporate IT experience as a technical support representative/consultant supporting small to mid-size clients (5+ years).
• 5+ years project engineering experience.
• Exceptional written and verbal communication skills.
• Exceptional ability to multitask.
• Ability to be on‑call and work after‑hours.
• Exceptional ability to adapt and learn new platforms and skills on the fly.
• Exceptional sense of urgency.
• Experience using and proficient in Apple hardware, Mac OS, Google (G‑Suite), Windows, Office 365, Intune, JAMF.
• Experience supporting Outlook/Office 365 Admin Portal.
• Experience managing and configuring Windows OS Workstation/Server OS security, sharing, patches, and group policies in a Windows Domain environment.
• Experience with cloud storage and remote connectivity solutions.
• Experience with various advanced networking technologies.
• Experience in remediation of EDR related issues.
• Experience in implementation and remediation of various backup solutions.
• Connect Wise Automate Familiarity or similar RMM solution.
• Exceptional interpersonal skills, with a focus on rapport‑building, listening and questioning skills.
• College degree from an accredited four‑year institution or relevant technical experience.
• Previous customer support, sales or technology experience.
• Technical Certifications (Preferred):
  Microsoft, Cisco, VMWare, JAMF, Sonic
  
  WALL, Fortinet, CompTIA.
• Current CCNA certifications or extensive knowledge and understanding of the OSI model.

This job may require access to customer information, systems, and/or premises. As a result, this job may require customer approval for such access as an essential job function.