Job Description

The System Solutions Engineer is a strategic technical position within the organization. This position is responsible for understanding the client's business and IT needs while architecting, implementing, and maintaining secure, scalable, and reliable technical solutions both on-premise and in the cloud. The right candidate will be detail oriented, possess strong critical thinking, excellent communication skills and proven problem solving skills. Successful System Solutions Engineer candidates will have previous experience with most, if not all, of the following technologies/projects: O365/Azure deployments, virtualizing servers via Hyper-V/VMware, Server/Desktop support, and networking configurations (SonicWall and Cisco Meraki).

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Requires local travel to client facilities within a specified geographic area.
• Work closely with Engineering, Client Services team, Management team, and 3rd party vendors to research, plan and resolve client's technology issues.
• Accountable for maintaining high levels of customer satisfaction and billable hours.
• Advanced knowledge in design, implementation, and support for networking: WAN and LAN connectivity, routers, Layer 2 and 3 switching, firewalls, wireless and security.
• Design, implementation, administration, and support services for hosted and cloud solutions for customers, using technologies (Office 365, Azure, AWS, etc.) that align with their business needs
• Design, implementation, administration, and support for:
  • Microsoft related technologies: Windows Server, Exchange, SQL, SharePoint, Office 365, etc.
  • Remote access solutions: VPN, Terminal Services, and Citrix
  • Cloud-Based and Virtualization Technologies (VMware, Hyper-V, Citrix, etc.)
  • Storage: SAN/NAS (EqualLogic, Nimble, EMC), iSCSI, FiberChannel
• Identify and solve problems related to overall infrastructure performance efficiency and availability in a timely manner.
• Create documentation of customer's computer systems, network infrastructure and processes.
• Provide consulting relating to software and hardware systems to include reviews and recommendations.
• Ability to resolve technical issues including, but not limited to the following:
  • Windows 7/8/10 Systems
  • Windows Server (2008/2012/2016, 2019)
  • Workstation/Server Hardware
  • Peripheral Devices including Printers, Scanners, etc.
  • Common Client/Server Applications including MS Office, Adobe, etc.
• Make appropriate recommendations and follow-up in order to maintain client's productivity.
• Take personal initiative for completing tasks, communicating concerns and mitigating risk.
• Initiate and maintain accurate and timely documentation as required by departmental procedures and Company policy.
• Demonstrate continuous effort to improve operations, decrease turnaround times, streamline work processes, and work cooperatively and jointly to provide quality service.

ADDITIONAL DUTIES AND RESPONSIBILITIES:

• Ability to work closely with System Engineers, review, execute technical designs and provide technical direction
• Business awareness: specific knowledge of the customer and how IT related to their business strategy and goals
• Document internal processes and procedures related to duties and responsibilities
• Work through project tickets and project phases as assigned by a Project Manager
• Enter all work notes in service or project tickets within ConnectWise ticketing system.
• Review IT publications and online materials to remain up to date with current and future technologies emerging in the industry

KNOWLEDGE, SKILLS, AND/OR ABILITIES PREFERRED:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative relevant combination of education, experience and training that demonstrates the knowledge, skills and abilities to perform the essential duties and responsibilities. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Bachelor's degree related to business or information systems with typically at least four years of network support experience or equivalent combination of education and experience.
• Professional IT Certifications, such as: Microsoft MCSA, or MCSE, Cisco CCNA/CCNP/CIISP, VMware VCP or VCA-6, and firewall certifications.
• Interpersonal skills, such as: telephony skills, communication skills, active listening and customer-care.
• Analytical, critical and deductive reasoning required to troubleshoot network issues.
• Ability to multi-task, adapt to changes quickly while following processes and procedures and take direction positively.
• Competent in communicating technical information to technical as well as non-technical end users.
• 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
• Familiarity with ConnectWise, Kaseya, SonicWall Global Management System (GMS), IT Glue, desirable.