System Engineer II

This is a Tier 1 & 2 Help Desk Support Opportunity

NOTE : This is NOT a Software Developer Role

Job Duties :

• Under general supervision, provide technical hardware, software, and connectivity problem resolution to all multiple client networks and server infrastructure solutions in a managed service provider environment;
• clearly communicate technical solutions in a user-friendly, professional manner; provide client knowledge transfer as needed;
• assist other engineers and technicians; troubleshoot infrastructure problems; work with appropriate next level support to resolve complex issues;

conduct hardware and software maintenance and reporting as needed; and perform related work as required.

Scope :

Scheduled and un-scheduled monthly network maintenance and review for clients performed remotely and / or onsite. Network Administration tasks (tasks include network health checks, test backup / restores, antivirus updates, OS service packs, critical updates and server event log reviews and various proactive tasks to keep networks as efficient and stable as possible).

Act as an internal Network Administrator for managed service clients, resolve network problems as necessary. Complete various multi-day or less network, storage and server projects.

Provide emergency response to business down issues. Adhere to and innovate processes and procedures to improve service delivery.

Possess the passion to provide top notch customer service and the desire to create "Raving Fans". Continue skills development;

maintain proficiency in current technologies.

The typical work schedule is Monday through Friday from 8AM to 5PM AZ Time. There are occasionally tasks that will have to be performed by the Support Technician outside the typical work schedule.

Primary Responsibilities :

Primary responsibilities are descriptive and not restrictive in nature.

Identifies, diagnoses, and resolves second level problems for clients network, storage and server infrastructure, end-user software and hardware, network and VPN connectivity, the Internet, server services, server drive space, validation of server error messages for escalation, and new computer technology in client environments;

communicates solutions to clients effectively.

• Deliver onsite and remote Network Administration service.
• Complete checklists covering entire network Perform Network Administration tasks
• Implement updates and upgrades to network servers and workstations
• Complete network and workstation related tasks requested by the client
• Make recommendations for network improvements and convey new opportunities.
• Review quarterly reports for client networks and make appropriate system changes and recommendations
• Maintain documentation for client networks
• Complete Virtualization, Network, Storage and Server Projects for various clients
• Perform specified daily, weekly, monthly and quarterly duties as assigned
• Provides assistance to Tier 1 & 3 staff with problem research and documentation.

SYSTEM ENGINEER STANDARDS

Ability To :

• Deliver technical customer support over the phone and onsite in a managed service provider environment; identify, troubleshoot and resolve a wide range of technical computer-related problems;
• read, understand and apply complex technical information; master new computer technology; maintain cooperative working relationships;

demonstrate sensitivity to, and respect for, a diverse population.

Knowledge Of :

Server operating systems, various software applications and hardware for the servers, storage and networking; working knowledge of network systems and management;

Internet technologies, connectivity, firewall products; understanding of change control procedures; understanding of electrical safety procedure.

Minimum Qualifications :

Minimum of a four-year college degree or equivalent field experience. Strong analytical and organizational skills. Strong communication and interpersonal skills.

Possess inherent troubleshooting skills. Desire to "do what it takes" to solve technical challenges. Practical, hands-on technical experience is a must.

Candidates must meet the minimum qualifications as detailed below or have an equivalent of documented experience. Equivalency decisions are made on the basis of a combination of education and experience that would likely provide the required knowledge and abilities.

Education :

• Advanced understanding of Microsoft products, virtualization solutions (VMware and Hyper-V ideally), third party utilities, local and wide-area networks, hardware, and desktop operating systems (Windows 7, 10, 11);
• OTHER SKILLS, REQUIREMENTS AND CERTIFICATIONS Products and Services : Network Operating Systems (Windows 2008R2 / 2012 / 2016 / 2019 / 2022 / Hyper-V);
• Microsoft Exchange Server 2016, 2019+; Microsoft SQL Server; VMware vSphere 6.x, 7.x, 8 and related technologies; Anti-virus, Anti-spam and Anti-spyware;
• Backup Exec / Systems Recovery Server; Thin client technologies (Citrix and RDS); Firewalls, Routers, Managed Switches, Storage (vendor certification a plus);

LAN / WAN / Wireless networking hardware and software technologies; Systems Management Software (HPE, Dell, IBM, Lenovo) Industry certifications such as CCENT / CCNA, VCP, MCSA / MCSE, CCA, etc.

Virtualization, Tier 1 OEM vendor hardware and software certifications desired. Any Candidate that does not hold desired professional certifications but does hold equivalent experience or Vendor Certifications can work toward compliance as part of a performance improvement plan agreement.

Certifications, and in-depth hands-on experience with hardware and software being supported.

Experience :

Five years or more providing onsite and remote support for System network infrastructure equipment and application software OR four years installing, upgrading, troubleshooting and repairing server, storage and network infrastructure in a corporate environment.

Special Requirements :

Must be able to sit for prolonged periods of time in front of a computer. Must be able to perform physical activities, such as, but not limited to, lifting heavy equipment (up to 50 lbs.

unassisted), bending, standing, climbing or walking. Must have access to a reliable vehicle and valid driver’s license. Current or Past U.

S. Government Security Clearance is a plus.

Benefits :

We strive to nurture a one of a kind, team orientated approach to create a healthy, fun, energetic, and mature working environment.

We encourage all of our employees to contribute to the overall success of the company while being rewarded personally and financially.

Our unique approach to developing and delivering innovative solutions to our clients yield a client for life result.

• A well-diversified, mature portfolio of services from Hosted Services, Professional Services and Managed Services offers an attractive roadmap to not only increase personal knowledge but allow for professional growth and development to help compliment thirst for knowledge and career by tying all of the technologies together.
18 days ago