Systems Engineer

JOB TITLE: Systems Engineer
JOB SUMMARY: Responsible for the resolution of remote and onsite support requests, planning and implementation of technology hardware and software, and serving as an escalation point for complex help desk issues.
POSITION RESPONSIBILITIES:
Technical:
Create and follow detailed processes to deliver consistent results
Provide advanced support of Microsoft’s core business applications Azure, M365, Office, etc.
Implement, support, and manage Microsoft and VMWare operating systems

• Provide advanced support and design of Active Directory users and structures: OUs, sites, GPOs, trust relationships, etc.

Implement, support, and manage disaster recovery solutions
Provide advanced configuration and support of network infrastructure technologies: WAN and LAN connectivity, routers, firewalls, VPN, RDS, and security
Monitor system alerts and notifications through RMM tool, and respond accordingly through service tickets
Provide support for all types of end user devices
Implement, support, and manage IP telephony solutions
Provide after-hours support per scheduled on call rotation
Become the subject matter expert in assigned technology
Operational:
Act as technical resource for projects
Escalate and schedule service tickets that require higher level or vendor support
Mentor service team members
Thoroughly document tickets on a real-time basis
Consistently exceed defined Service Level Agreements
Ensure Ticketing Quality Assurance through proper ticket documentation
Document internal processes and procedures related to duties and responsibilities
QUALIFICATIONS/SKILLS:
Strong verbal and written communications skills
Strong technical diagnostic skills
Ability to multi-task, adapt to changes quickly, overcome hurdles, and respond with a high sense of urgency
Technical awareness: ability to match resources to technical issues appropriately.
Understanding of technical support tools and techniques used to provide IT services
Typing skills to ensure quick and accurate entry of service request details.
Self-motivated with the ability to work in a fast-moving environment
CREDENTIALS AND EXPERIENCE:
Minimum 4 years System and Network Administration experience
2 years of experience with virtualization technologies
WatchGuard Advanced Certification or completion within 3 months of employment
Microsoft advance certification or completion within 6 months of employment
Bachelor's degree in computer science or related field preferred