Level 3 System Engineer

As a Sr System Engineer, you will play a pivotal role in transforming our clients IT environments by designing and implementing solutions that are both technically sound and aligned with clients' business objectives. This role requires a balance of technical expertise, strategic thinking, and a deep understanding of how we provide services to our clients. Successfully completed implementation work will increase the stability of our clients environments and is integral to our success.

Responsibilities:

• Solution Design: Develop comprehensive solution architectures that address client requirements and align with our technical standards. Ensure that the designed solutions can be integrated smoothly within the existing IT landscape and support future growth and scalability.
• Risk Management: Identify and mitigate potential risks associated with solution designs and implementations.
• Solution Implementation: Deploy the aforementioned solutions to client environments with technical accuracy and an understanding of the impact this work will have on the clients day-to-day operations.
• Support Escalations: Assist in resolving advanced support ticket issues as the highest tier of our escalation process.
• Project Management: Oversee the implementation of solutions from conception to completion, ensuring they are delivered on time, within scope, and within budget.
• Technical Leadership: Provide technical guidance throughout the company, offering advice in line with technical standards and company guidelines.
• Time Capture: Consistently record 100% of your work time in our Professional Services Automation software to better understand client impact on our daily operations.
• Client Collaboration: Work closely with clients to understand their support needs and provide solutions that align with their business goals. Train customers to effectively use their products and services. Maintain a customer-first approach, ensuring all technical inquiries are addressed with professionalism and empathy.
• Team Collaboration: Collaborate with other departments to ensure a cohesive approach to client support and service delivery, and engage in our support escalation process.
• Continuous Learning: Stay updated on the latest technologies and industry trends to provide informed support and recommendations.
• Documentation: Maintain detailed documentation of all support activities, issues resolved, and procedures followed. Identify and improve upon existing process documentation to assist other staff in following similar steps in the future.
• Automation Identification: Identify opportunities within the company to automate routine tasks and, in some cases, develop automation solutions.
• Process Improvement: Identify opportunities for process improvements and contribute to the development of best practices within the support team.
• Other tasks as assigned by management.

Requirements:

• Experience: Minimum of three years providing end-user assistance in an Active Directory environment.
• Technical Skills: Excellent analytical and problem-solving abilities.
• Ability to simplify complex information for end-users.
• Exposure to networking technologies, including Active Directory, DHCP, DNS, firewall configuration, Microsoft Hyper-V, Windows registry, routing, TCP/IP v4/v6, QoS, VMware, VLANs, VPN, and wireless.
• Experience with backup, disaster recovery, and data recovery.
• Proficiency in Microsoft Office 365 and Microsoft Exchange support and maintenance.
• Familiarity with Professional Services Automation (PSA) and/or ticketing software.
• Experience with remote monitoring and management (RMM) software.
• Soft Skills: Strong interpersonal skills to address client concerns and issues.
• Effective time management skills to coordinate with other staff.
• Excellent verbal and written communication skills.
• Strong customer service orientation.
• Other Requirements: Reliable transportation for on-site client support.
• Ability to pass a personal background check prior to employment.