Systems Engineer

Position Description:

The Network Engineer is responsible for the design and implementation of internal systems, including customer-facing hosted and cloud environments, as well as providing technical assistance to team members with system and network requests.

Primary Responsibilities:

  • Design and implementation at the network level: WAN and LAN connectivity, routers, firewalls, and security
  • Design and implement hosted and cloud solutions for customers using technologies that meet their requirements
  • Design and implement disaster recovery solutions
  • IT support relating to issues with the internal systems and network infrastructure
  • Support services for Microsoft related technologies: Windows Server, Exchange, SQL, SharePoint, etc.
  • Support services for virtualization technologies: VMware, Citrix, and Microsoft
  • Remote access solution support: VPN, Terminal Services, and Citrix
  • Administration and maintenance of the remote monitoring and management system: update agent scripts, respond to alerts, monitor dashboard, and periodic system review
  • Document maintenance for all computer systems and network infrastructure

Additional Responsibilities:

  • 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
  • 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 and Skills:

  • 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

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