IT Systems Engineer

Description

Full-Time/Exempt

Systems Engineers are responsible for all incoming reactive and proactive service requests. Work performed for this role will take place both onsite and remotely from Entech’s Service Desk. Systems Engineers will work independently and as part of a team to answer service desk calls, urgently analyze technical issues, address Level 1 escalations, work with the project manager on team related projects, troubleshoot over the phone/onsite/via remote access, and elevate problems to Level 3 support when appropriate.

• Incident Resolution & Documentation
• Proactive System Monitoring & Maintenance
• Customer Communication & Satisfaction
• Infrastructure Support & Upgrades
• Ticket & Time Management

Advanced proficiency in and ability to troubleshoot:

• Windows 10 and 11 Operating Systems
• Workstation and Server Hardware
• Printer and Multi-function devices and technologies
• Standard Windows Applications
• Microsoft Office Suite
• Email and Mobile Device connectivity
• Microsoft 365

Intermediate proficiency in and the ability to troubleshoot:

• Mac OS troubleshooting
• IPv4 and IPv6 technologies
• LAN/WAN connectivity issues
• Microsoft Azure
• Hyper-V, vSphere, Citrix, SQL, and Terminal Services
• Active Directory
• Windows Server
  2008– 2022
• VPN connectivity troubleshooting and configuration (Cisco, Sonic Wall, OpenVPN, IPSec)

• Identify, troubleshoot and document user issues to resolution, while maintaining superior customer satisfaction
• Work with end users to resolve reactive support requests. These issues will be related to Windows servers and desktops, Microsoft cloud services (Microsoft 365 and Azure), Remote Desktop Services, firewalls, managed switches, LAN/WAN connectivity issues.
• Work to resolve proactive alerts and monitors generated by the NOC. These issues will be related to backups, viruses, impending hardware failures, licensing issues and more.
• Complete recurring health assessments and proactive upgrades to network infrastructure.
• Manage Line of Business software updates and upgrades when appropriate and coordinate with vendor support where necessary to support software on servers and end‑user devices.
• Manage software as a service licensing and accounts for partners when appropriate.
• Manage your daily ticket queues and schedule to ensure all assigned tickets are resolved and responded to within preapproved targets.
• Advanced utilization of RMM Software, Connect Wise Manage, IT Glue and other service‑specific tools and technologies to deliver onsite and remote user support services.
• Communicate with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages.

• High School Diploma or GED required.
• At least 3 years of related experience or relevant coursework.
• At least 3 years working in a Technical Support/Service Desk environment.

• Professional IT Certifications, such as:
  Microsoft MCP, MCSA, or MCSE, Citrix CCEA or CCIA, Cisco CCNA, or VMware VCP.
• CompTIA Network+ or CompTIA Security+ preferred.
• Valid Florida Driver License and must have a clean driving record.

Free Employee Medical Insurance
Additional Employer Paid Medical Options
Fully Vested 401(k) Match
Flexible Time Off (an unlimited amount of paid time off days)
Free $10,000 Life Insurance Policy
Six Paid Holidays – PLUS Black Friday!
Flexible Schedule Options
Fun Employee Events – Yearly Culture Building Events

Options available for dental, vision, accident, hospital, short term disability, long term disability, Identity theft protection and additional life insurance.

Entech is an Equal Opportunity Employer. Entech participates in E-verify for all employees.

This position requires the passing of a level 2 background check as well as a pre‑employment drug screening. A valid driver’s license is required for this position.