Systems Engineer; Tier II

Structured Communication Systems, Inc is seeking a Systems Engineer (Tier II) located in Clackamas, Oregon to join our Managed Services team.

As part of our team, you will be responsible for being a resource for customer-facing systems, storage, and software-related incidents and service requests. This role is responsible for coordinating troubleshooting efforts, facilitating effective communication between stakeholders, and driving issues to resolution. The Systems Engineer also designs, configures, implements, and supports a variety of technology solutions, ensuring successful deployments and exceptional customer experiences.

$74,000.00 - $96,000.00 (annually)

Structured Communication Systems is a leading information technology consultancy and systems integrator. We are experts at architecting and implementing secure and reliable solutions for delivering business applications, ensuring business continuity, enhancing data center performance and efficiency, enabling mobile workers, securing information assets, and providing information security and governance.

• Acts as a primary escalation point for Tier I engineers in remediating service requests and incidents, for both customers and internal operations.
• Primarily focused on assisting with the troubleshooting of various issues, service requests or incidents.
• Takes appropriate actions while assisting and enabling Tier I engineers to troubleshooting incidents and providing basic service coordination for initial triage/troubleshooting of service requests.
• Reviews completed service requests and incidents for errors or omissions, and identify additional actions required to resolve outstanding issues and ensure excellent customer service.
• Acts as the first line for incoming customer communications, when required.
• Designs product implementation plans for customers of Structured.
• Installs, configures and provides subject-matter expertise on the various systems and appliances from the manufacturers that Structured represents.
• Puts together project files in a timely manner and provide project management services when appropriate.
• Identifies professional service opportunities to address customers’ security, network, storage, systems, voice and mobility needs.
• Assists in defining Structured’s value proposition to end-users.
• Assists in sales opportunities with Structured’s sales personnel.
• Creates detailed documentation and maintain an organized customer database.
• Follows the current policies and procedures for tracking activities in Structured’s various CRM tools.
• Participates in a weeklong, overnight on-call rotation that occurs throughout the year (4-6 times) with other members of Structured’s Managed Services team.
• Additional duties as assigned.
• Promotes and maintains a high standard of customer service at all times.
• Fosters and maintains relationships with customers, prospective customers and vendors.
• Ability to maintain and continually develop accurate product and application knowledge.
• Provides input for professional service statements of work (“SOW”) and create SOW’s as directed.

Bachelor's degree (B.A. or B.S.) from four-year college or university in information systems or equivalent plus 2 years’ experience; or 5 years related experience and/or training; or equivalent combination of education and experience in Managed Services.

To perform this job successfully, an individual should be an experienced user of the Microsoft Office Suite and have experience with customer relationship management (CRM) tools, such as Salesforce.

Ability to read, analyze, and interpret quotes and reports. Must be able to communicate effectively in English, including the ability to read, write, speak, and understand English, to perform essential job functions such as corresponding, presenting information, and responding to questions from employees, management, vendors, and customers, with or without reasonable accommodation.

The physical demands described here are representative of those that must be met by an employee to successfully perform…