System Engineer

Overview

Novatech, is a Managed Office Provider, offering a comprehensive portfolio of IT, Print, Cloud and Security solutions for organizations across the country. We are growing nationwide and expanding into new markets across the US. This growth has created additional opportunities for talented tech-minded individuals to join our team. Bring your career to Novatech and join our incredible team of Managed Office Experts.

As we grow nationwide, we have a great opportunity for a SYSTEMS ENGINEER supporting clients in the greater Columbia, SC area. In this role, we are looking for client-focused, technically minded professionals that can be described as diligent, passionate, intuitive, big picture thinkers, optimistic, self-motivated, adaptive, and collaborative.

Your primary job function will be direct user support for Novatech, Managed IT clients. Support will be via remote and at times in the field where you may be dispatched into our local customer base. Over and above your technical duties you will be expected to maintain a high level of professional service representation in working directly with our client base.

Responsibilities

• Troubleshoot server-based issues in hosted and onsite environments
• Interfacing with Primary contacts and client IT departments
• Research and repair application functionalities in hosted and onsite environments
• Working with third-party application vendors
• Knowledge of Azure and Office 365 environments
• Troubleshoot Networking, Router, and Firewall Issues in hosted and onsite environments
• VLAN, VPN, DHCP, IP Routing
• Manage tickets escalated from Helpdesk and NOC Teams
• Ability to identify and recommend both service fixes and new needs to solve issues
• Watch for trends and manage high profile support incidents
• Documentation and detail specialist
• Maintain training and certification goals
• Engagement of tickets based on severity
• Proper customer communication for work approval
• Maintain security and privacy levels regarding customer data and corporate policies
• Update assigned tickets daily
• Enter accurate and detailed notes in tickets
• Verify Correct Status and Agreement
• Verify correct problem type and sub type
• Update Internal communication fields
• Communicate with customers regularly and often
• Follow up / return all emails and voicemails daily
• Close tickets only when customer confirms complete
• Understand and follow escalation paths
• Maintain reasonable time objectives in the troubleshooting
• Communicate with Team Leaders prior to escalations
• Communicate to the user that the ticket has been escalated
• Document new findings and update existing configurations
• Alert Management to any issues both internal and client facing

Travel

Potential field dispatches will be with your own transportation. Mileage must be thoroughly tracked daily and will be paid every other week. Carolina Business Equipment, a Novatech company, pays mileage, parking, and tolls. Commuting miles will not be compensated for. Commuting miles are considered as home-to-office, any job site-to-home, and any personal stops that would take you outside your normal travel patterns for that day. When going directly to a customer site from home, you can claim those miles as if traveling from Carolina Business Equipment, a Novatech company.

Novatech provides competitive compensation, great benefits, a positive upbeat culture, and ongoing professional development for your career.

Benefits

EEO Statement : Novatech provides equal employment opportunities (EEO) to all employees and applicants. We consider qualified applicants for employment regardless of race, color, religion, creed, national origin, sex, pregnancy, sexual orientation, gender identification, disability, alienage or citizenship status, marital status, genetic information, veteran status or any other characteristic protected under applicable law.

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