Systems Engineer

Description

Auxiom’s Systems Engineer supports all managed services clients across four connected areas: designing solutions, delivering the projects that implement them, keeping infrastructure healthy through preventative work, and handling the complex issues the Service Desk periodically escalates. The Systems Engineer works in a client-facing capacity to analyze, diagnose, implement, troubleshoot, and maintain critical IT infrastructure, specializing in server infrastructure and cloud applications.

As a senior member of the team, the role carries a solution-architect dimension — assessing client environments, shaping proposals and technology roadmaps, and then implementing what was scoped. Auxiom’s engineering team is small and its members are versatile, so the balance among design, delivery, and escalation shifts with what clients need. Success in this role is directly correlated to preventing major negative client incidents and reducing service desk support requests overall.

• Serve as the escalation point for complex Service Desk and Managed Services incidents, service requests, and changes involving servers, applications, and SaaS.
• Provide hands-on technical support for complex client environments as a member of the Service Delivery team.
• Perform root-cause analysis, including writing reports on cause and remediation.
• Participate in a weekly after-hours on-call rotation for escalation support, every 4–6 weeks.

• Deploy new systems and applications, including server hardware and virtual machines.
• Implement client security applications, including Duo, Bull Phish, Avanan, Sentinel One, and Datto backup system deployments.
• Configure backup systems for new deployments of server systems.
• Configure monitoring for implementation and removal of server and network infrastructure.
• Facilitate the addition of new systems, and removal of old systems, from the Auxiom Orion monitoring system.
• Create reports on the status of client infrastructure.

• Assess client environments and design solutions that fit their business needs, budget, and risk profile.
• Develop proposals and scopes of work for new solutions, including the technical detail that accurate estimating and pricing depend on.
• Build and maintain multi-year technology roadmaps that sequence upgrades, replacements, and security improvements for each client.
• Collaborate in the design and standardization of system configurations.
• Create SOP documentation for professional services project deployments.
• Update documentation related to new system deployment and removal of old systems.

• Mentor technicians and associate engineers, continuously expanding technical knowledge across the team.
• Work flexibly across design, delivery, and escalation as a member of a small team, taking on whichever of those a client engagement calls for.

• Provide technical management of Auxiom internal systems, including servers and workstations.
• Complete system maintenance and updates for all Auxiom systems, including servers, cloud applications, networking, and firewalls.
• Manage the Orion monitoring system, acting as the application champion and owner.
• Onboard and offboard employees into and from Auxiom systems.
• Manage the internal Auxiom inventory for computers and systems.
• Deploy workstations for employees.

• Project deliverables are completed on time, at a rate of 95% or better.
• Post-implementation rework stays at or below 5% of deployments.
• High-complexity escalations are resolved within SLA.
• Major negative client incidents are prevented rather than remediated after the fact.
• Service desk support request volume decreases as recurring root causes are eliminated.
• Proposals and roadmaps translate into scoped work that clients approve and adopt.

Requirements

• 5+ years of helpdesk engineering or systems administration experience.
• 5+ years of hands-on experience with Windows Servers, Microsoft 365, and Azure AD.
• 5+ years of experience deploying and supporting enterprise-level…