The System Engineer is a strategic technical position within the organization. This position is responsible for maintaining the design and integrity of customer’s software systems, along with coordinating complex projects.

Essential Duties and Responsibilities:

  • IT support relating to technical issues involving Microsoft's core business applications, as well as virtual environments built on Citrix, Microsoft, and VMware
  • Design, implementation, and support services for Microsoft related technologies: Windows Server, Exchange, SQL, SharePoint, etc.
  • Engineer and implement system solutions for customers using technologies that meet their needs
  • Implement and support disaster recovery solutions
  • Technical services and support at the network level: WAN and LAN connectivity, routers, firewalls, and security
  • Remote access solution implementation and support: VPN, Terminal Services, and Citrix
  • System documentation and consulting services to include system reviews and recommendations
  • Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages

Additional Duties and Responsibilities:

  • Improve customer service, perception, and satisfaction
  • Ability to work in a team and communicate effectively
  • Escalate service or project issues that cannot be completed within agreed service levels
  • Business awareness: specific knowledge of the customer and how IT relates to their business strategy and goals
  • Develop in-depth knowledge of the service catalog and how it relates to customer’s needs
  • Document internal processes and procedures related to duties and responsibilities
  • Responsible for entering time and expenses in ConnectWise as it occurs
  • Understand processes in ConnectWise by completing assigned training materials and blueprints on the ConnectWise University
  • Work through project tickets and phases in ConnectWise as assigned by a Project Manager
  • Enter all work as service or project tickets into ConnectWise
  • Review IT publications and online materials to remain up-to-date with current and future technologies emerging in the industry

Knowledge, Skills, and/or Abilities Required: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Professional IT Certifications, such as: Microsoft MCP, MCSA, or MCSE, Citrix CCEA or CCIA, SonicWall CSSA, Cisco CCNA, or VMware VCP
  • Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care
  • Diagnosis skills of technical issues
  • Ability to multi-task and adapt to changes quickly
  • Technical awareness: ability to match resources to technical issues appropriately
  • Service awareness of all organization’s key IT services for which support is being provided
  • Understanding of support tools, techniques, and how technology is 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