Systems Engineer

Description

Built on service. Powered by people.

Impact exists because a small group of industry leaders believed companies in our space were doing it wrong. Many prioritized margins while the people doing the work and the clients relying on it became an afterthought. Impact was built differently: invest in great people, trust them to do great work, and deliver the kind of service clients remember. That approach helped us grow from a small office technology company into a national managed services provider, while remaining privately owned and people-first.

What makes Impact special is that growth has never come at the expense of the values that got us here. We continue to reinvest in our people, our capabilities, and the opportunities ahead so employees can grow alongside the business. We’ve built something special, but we’re far from finished. The people who join Impact now will help define what comes next.

The TOC Systems Engineer I will be part of Impact Networking’s 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, workstation, application, backup, monitoring, and cloud-related work.

The ideal candidate will assist with monitoring, troubleshooting, and maintaining server, storage, workstation, cloud, and application environments; maintain and update system documentation; support capacity and lifecycle initiatives under the guidance of senior engineers; and assist with planning changes and implementing corrective actions. This role is designed for an engineer developing technical expertise across multiple technologies while delivering exceptional customer support.

• Provide world-class customer support and technical assistance for Impact Networking customer environments.
• Handle server, workstation, application, backup, monitoring, and cloud-related incidents, change orders, and service requests by restoring service, resolving issues within scope, documenting work performed, and closing cases according to process.
• Monitor customer and core infrastructure by learning alert management platforms, verifying alert validity, following documented troubleshooting procedures, and escalating complex or recurring issues appropriately.
• Follow outlined procedures for customer notification, ticket updates, assignment, escalation, and closure.
• Provide a professional technical interface with customers, internal teams, and vendors.
• Assist in reviewing customer requests and advance engineering concerns related to configuration, operational impact, or risk.
• Assist with backup, patch management, monitoring, and routine system administration issues.
• Perform documented system configuration changes in response to approved client issues or service requests.
• Troubleshoot system and application issues using documented procedures, available tools, and guidance from senior engineers and TOC managers.
• Document technical work and track time in HaloPSA, including notes, timelines, troubleshooting evidence, resolutions, and operational procedures.
• Keep users informed of ticket status with clear, concise customer communications that express empathy and ownership without unnecessary technical jargon.
• Build familiarity with the client base and customer environments.
• Participate in technical training, mentorship, and certification development to strengthen engineering skills.
• Maintain technical expertise and required industry certifications while staying current with new and emerging systems technologies.
• Serve in scheduled after-hours, on-call rotations, providing timely response and resolution for urgent client incidents and service disruptions.

• Minimum of 2 years of experience in IT support, help desk, systems administration, or technical operations. MSP experience preferred. Relevant internships, technical training, certifications, or equivalent experience may be considered.
• Foundational operational support…