Sr. Systems Engineer

Department: Managed Services.

Reports To: Operations Manager.

Job Summary.

Our Sr. System Support Engineers are part of our Reactive Support team which is the most customer facing role in the organization so these staff members all have to be A players. In addition to strong technical aptitudes, backed by at least two years of hands on experience, this person must be an effective leader who is a good communicator and a person who can manage well when the Client is in distress and really needs strong guidance.

The pace and demands in this environment are much greater than an "in-house" IT position. They are responsive and know the importance of communicating and meeting ETA's to Clients. They are able to execute with a high degree of success in integrating and/or solving problems in environments rich in Windows Server, Exchange, IIS, Cisco Internetworking, VPN's, firewalls, backup systems and more (from Desktop to Data Center).

Job Responsibilities.

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  • Provide a high level of customer service with a positive attitude at all times.

  • Work reactive issues (Client submitted or monitoring generated) remotely and onsite as needed.

  • Pay close attention to detail while performing technically detailed tasks.

  • Deals effectively with stressful situations focusing on the best outcome for the Client.

  • Has willingness to recognize when it is necessary to ask for technical expertise from others without unnecessarily burdening other team members.

  • Articulate technical information clearly and simply to non-technical people.

  • Implement Small Projects.

  • Self-motivated and is self-directed when necessary.

  • Any other assigned duties.

Key Characteristics.

  • Receives positive Client feedback, considered responsive, reliable, knowledgeable, and diligent

  • Receives positive internal staff feedback, considered responsive, reliable, knowledgeable, and diligent.

  • Performs accurate and timely time entry.

  • Focused on lowering Average Response Time.

  • High Billable Hours / Utilization.

  • Ability to lead teams/peers and mentor new Engineers.

Qualifications / Knowledge Required.

  • Server Operating Systems

    • Required: Windows.

    • Installation, configuration and troubleshooting.

    • Configure file, print and remote access services.

    • Administration, including add/remove users and groups, configure NTFS file permissions, check event logs, configure and restore from backup.

  • Enterprise E-mail

    • Required: Server.

    • Installation, configuration and troubleshooting.

    • Administration of enterprise e-mail application, including add/remove users and group, name changes, forward mail to other accounts, and add aliases. Replication and Clustering a plus.

  • Workstation

    • Required: Windows.

    • Troubleshooting and configuration.

    • Installation, configuration, troubleshooting & customization of Microsoft Office Suite applications

    • Solid understanding of and ability to troubleshoot and test workstation hardware including video cards, NICs, sound cards, and hard drives.

  • Datacenter Technologies (Clustering/HA a plus).

    • Working Knowledge of Hyper-V and VMware.

    • Working Knowledge of SQL.

    • Working Knowledge of Exchange.

    • Working Knowledge of Enterprise Backup Systems.

    • Working Knowledge of Citrix Technologies.

  • Wireless Networks

    • Working Knowledge of Wireless Technologies – Ubiquiti, Cisco, Netgear, HP.

    • Wireless site surveys and networks design.

    • Wireless network tuning and optimization.

  • Infrastructure

    • Working Knowledge of IP Camera Systems and equipment.

    • Working Knowledge of Firewall Technologies – Cisco ASA, Cisco Meraki, Dell SonicWALL, WatchGuard, Juniper.

    • Working Knowledge of SAN architecture (iSCSI and/or Fiber Channel).

    • Working Knowledge of Wireless Technologies.

    • Working Knowledge of Switches (VLAN, SNMP, STP).

  • Other Preferred Technical Knowledge

    • Solid understanding of and ability to configure TCP/IP subnetting and troubleshooting Internet connectivity.

    • Experience with and understanding of routers and firewalls.

    • Experience and understanding of Terminal Services & Citrix.

    • Understanding of relationship between switches, patch panels, and connecting nodes to a network.

    • Understanding of network services such as DNS and DHCP.

    • Understanding of High Availability / Load Balancing solutions.

  • Other Considerations.

    • Regular and timely completion of Minimum Documentation Standards for each client

    • On-going self-training to preserve professional viability is a must.

    • Execution and conclusion of projects on-time and/or successful management of client expectations when targets cannot be met.

    • Ability to communicate with client at all levels from IT personnel to CEO’s and to understand business issues in context of IT issues.

    • Takes ownership of tasks and follows through to ensure complete resolution.

    • Takes a personal interest in, and responsibility for, quality of work they perform or are associated with.

    • Ability to pay close attention to detail while performing technically detailed tasks.

    • Ability to deal effectively with stressful situations.

    • Ability and willingness to recognize when it is necessary to ask for technical expertise from others without unnecessarily burdening other team members.

    • Ability to provide accurate time estimates for how long a task will take.

    • Understands that the success of individuals is measured by the success of their teams.

    • Ability to quickly learn new technologies through the use of self-study materials and intuition.

    • Enjoys helping people to the extent that no problem is considered mundane, no matter how simple the solution (i.e. -- Susie can't print).

    • Enjoys sharing information, supporting others, and working on a team to achieve team goals.

  • Credentials and Experience:

    • Engineer with minimum four years’ production hands on experience (two for Support Engineer).

    • Minimum 4 years’ production experience - Active Directory Support, Microsoft Windows and Windows Server Support, Microsoft Exchange Support.

    • Minimum 4 years’ production experience - Switching/VLAN/Routing/Firewall Support.

    • Minimum 4 years’ production experience - Server Hardware Technologies (CPU/RAID/RAM/NICs) Support.

    • Minimum 4 years’ production experience - Data Backup and Recovery Support, Corporate Antivirus Solutions, VPN Connectivity Support.

    • Have multiple certifications, high skill level. The following certifications are preferred: MCSA/MCITP, CCNA/CCDA/CCVP/CCIE, VCP, Project+, Network+.