Systems Engineer

EnVista's Systems Engineer, Workplace Services, is an expert primarily focused on M365 design and administration, end-user compute design and engineering, etc. This role provides level 3 support and acts as an escalation point for high-level issues and projects. This role is a technical leader/trusted advisor and will mentor junior members of the MSP team.

As a Systems Engineer, you will be the expert our clients rely on as a member of their IT Team; direct and indirect client communications are critical. Advocating for best practice approach from a technical and security perspective is paramount. This role requires solid judgment, confidence, and the ability to make decisions on the fly using your experience and training. Travel to the client sites will be required both in the greater Indianapolis, IN area and throughout the US.

What you will do:

• Provide Level 3 Client Support and Engineering Services
• Manage ITSM Incidents & service requests.
• Ensure that SLA and SLO requirements are met per incident.
• Support, Manage, and Design Microsoft 365 solutions for clients and internal enVista.
• Support, manage, and implement third-party email security tools such as Microsoft Defender, Mimecast, Proofpoint or other client email security platforms
• Support, Manage, and set up Azure SAML and OAuth Applications such as Duo, Okta or other SSO applications
• Support, Manage, and Set up Azure ID Security components such as Conditional Access Policies, MFA, and risk-based sign-in analysis.
• Performs advanced administrative/operational/customer support duties that require independent initiative and judgment.
• Responds to escalated telephone, email, and online requests for technical support.
• Diagnose and troubleshoot problems across a wide range of technologies and services.
• Administration and continual improvement of end-user compute imaging and remote management tools
• Create and recommend ways to streamline processes, improve efficiency, and drive automation.
• Expert Active Directory and Microsoft 365 administration and troubleshooting (create users, group modifications, mailbox management, etc.)
• Azure AD Connect Administration (Manage, Migration, Change Config, and troubleshoot sync issues)
• Group Policy administration and an in-depth knowledge of their impacts on the Active Directory objects
• Communicate solutions and document problems and resolutions.
• Ticket management with accurate information and consistent communication with end-user contact.
• Developing and maintaining documentation, including How-to Guides, Knowledgebase Articles, Runbooks and Playbooks
• Willingness to learn innovative technologies and processes used to serve our clients.
• Engage third-party support as needed and escalate critical issues appropriately.
• Drive third-party vendor conversations to ensure accountability.
• Ensuring that the highest quality of service is provided to promote superior customer satisfaction.
• Bear high levels of responsibility: making decisions and being accountable.
• Maintain technical documentation, manuals, and IT policies.
• Advocate for best practice approach when solving issues and for project-based work.
• Experience with MDM platforms such as Intune/Autopilot, SOTI, etc.
• Willing to travel 25-50%

What you will bring:

• Bachelor's degree in Information Technology or a related field or equivalent combination of education and experience.
• Intermediate to advanced networking concepts
• Intermediate to advanced Microsoft Windows server technologies
• Intermediate to advanced Microsoft Azure technologies

• 5-8 years related work experience.
• Expert level knowledge of:
  • End User Compute Operations - Imaging, Image Creation, Hardware Configuration, Software Packaging.
  • Windows 10/11 administration and configuration
  • Microsoft 365 administration (Teams, Exchange, SharePoint, OneDrive)
• Scripting and automation experience (e.g., PowerShell, VB, etc.)
  • Solid understanding of PowerShell Modules for Exchange Online/On-Prem, SharePoint, Teams, OneDrive, Azure Active Directory, Active Directory, and Windows (Client/Server).
• Expert experience troubleshooting hardware, software, and workstation networking issues with a direct focus on the source(s) of problems.
• Proven ability to take ownership of client issues
• Ability to track your time in a ticketing system
• Proven ability to communicate technical solutions in a user-friendly and professional manner, both verbally and in writing.
• Experience with a support ticketing system
• Fundamental understanding of Project Management frameworks
• Excellent communication skills, both verbal and written.
• Excellent customer service skills
• Excellent time management
• Excellent ability to work as a team
• Security first mindset.
• Participation in a 24x7 on-call rotation
• Desired Certifications
  • CompTIA (A+, Server, Network, Security+)
  • Expert Microsoft Certifications
    • AZ104
    • AZ140
    • MS100, 101, 102
  • Other industry or vendor-related certificates