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System Engineer - Medford, United States - Prosum
Description
We pride ourselves on delivering exceptional customer service and are committed to driving growth and success in our industry.The System Engineer is a strategic technical position within the organization. This position is responsible for maintaining the design and integrity of the customer's software systems and coordinating complex projects.
Job Duties and Responsibilities:
Provide IT support relating to technical issues involving Microsoft's core business applications and virtual environments built on Citrix, Microsoft, and VMware.
Engineer and implement system solutions for customers using technologies that meet their needs.
Implement and support disaster recovery solutions.
Provide technical services and support at the network level: WAN and LAN connectivity, routers, firewalls, and security.
Provide remote access solution implementation and support including VPN, Terminal Services, and Citrix.
Ensure system documentation and consulting services include system reviews and recommendations.
Respond to queries professionally, timely, and accurately.
Communicate with customers as required including keeping them informed of incident progress or notifying them of impending changes or agreed outages.
Escalate service or project issues that cannot be completed within agreed service levels.Obtain and utilize specific knowledge of the customer and how IT relates to their business strategy and goals.
Develop in-depth knowledge of the service catalog and how it relates to customer's needs.
Document internal processes and procedures related to duties and responsibilities.
Enter time and expenses in ConnectWise according to company procedures.
Complete 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.
Maintain positive, cooperative, and team-oriented relationships with co-workers, supervisors, managers, and others you contact through your job.Other duties as assigned.
Skills and Abilities:
Advanced technical skillset in LAN/WAN design and troubleshooting.
Advanced technical skillset in Windows operating systems: Windows (XP,7,8,10), Window Server (SBS,2008 R2,2012,2016,2019 etc.).
Ability and desire to provide exceptional customer service.
Ability to act with a sense of urgency while paying attention to detail.
Ability to multi-task effectively and thrive in a fast-paced environment.
Ability to communicate in a positive, effective, and efficient manner.
Ability to work independently and as part of a team.
Ability to prepare, organize, and present information to groups of people.
Ability to match CORE solutions to prospective client needs.
Ability to work after hours and on-call shifts.
Ability to pass a background check.
Supervisory Responsibilities:
This position does not have supervisory responsibilities.
Experience
Requirements:
Minimum of seven (7) years of experience in an IT support or consulting role.
Minimum of five (5) years of experience with Microsoft Server, Office 365 & Microsoft Active Directory design, implementation, and support.
Minimum of five (5) years of experience providing exceptional service directly to end users.Minimum of five (5) years of experience with LAN and WAN configuration, setup, and troubleshooting.
Education/Certification
Requirements:
Minimum of a BA/BS in a related field, or relevant experience.
One or more of the following industry certifications Net+, MCSA/E, MOS, CCNA, are preferred.
Possesses a valid driver's license and reliable transportation.
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