What are the responsibilities and job description for the IT Systems Engineer position at Aunalytics?
Position Overview
As an IT Systems Engineer, you will work in a client-facing role to design, implement, troubleshoot, and maintain the critical IT infrastructure that our clients rely on. You will work directly with our clients to manage their IT environments. You will identify, research, respond to, and resolve complex technical problems; serving as the second layer of support for clients who call the Service Desk with technical questions, concerns, and requests. NOTE - this is a hybrid role with three days per week working in one of the Aunalytics office locations : Kalamazoo, MI; South Bend, IN; or Bellefontaine, OH.
Essential Duties & Responsibilities :
Provide Multi-Client Support :
- Deliver first class technical support for a diverse range of systems and configurations, understanding the unique IT environment of each client and following established service desk practices
- Work closely with clients to identify their needs and ensure client satisfaction
- Perform systems management for on-premises and cloud-based servers, including patch management, system monitoring, proactive and reactive troubleshooting
- Implement, maintain, and support networks, including switches, routers, firewalls, and other network devices
- Provide Tier 2 escalation support for Service Desk and Managed Services incidents, service requests, and changes
- Respond to and troubleshoot network outages, anomalies, issues, and challenges as they arise
- Document, track, and monitor problems to ensure a timely resolution
- Travel to remote sites as needed and on a rotational basis to provide excellent support solutions to business needs (including after hours or as needed)
- Provide on-call support as needed (including after hours on a rotational basis)
- Serve as a mentor and trainer to other members of the Service Desk
Manage Incidents : Log, categorize, prioritize, and diagnose incidents. Provide workarounds where necessary and escalate complex issues to the appropriate team.
Conduct Proactive Maintenance : Monitor client systems for potential issues and conduct preventive maintenance to ensure smooth operation and prevent problems before they occur.
Maintain Communication and Documentation : Serve as the bridge between clients and our MSP, ensuring effective communication of issues, solutions, and updates. Keep accurate records (documentation) of all incidents, problems, and resolutions.
Uphold Service Level Agreements (SLAs) : Ensure that support services meet the defined SLAs, aiming to achieve and maintain high levels of client satisfaction
Required Skills :
What's in it for You?
