JOB DESCRIPTION

Job Title: Systems Engineer

GENERAL SUMMARY

The Systems Engineer is a strategic technical position within the organization. This position is responsible for designing and maintaining the integrity of our customers' network and software and hardware systems, and coordinating complex projects.

Essential Duties and Responsibilities:

• IT support relating to technical issues involving Microsoft's core business applications, as well as virtual environments built on Citrix, Microsoft, and VMware
• Design, implementation, and support services for Microsoft related technologies: Windows Server, Exchange, SQL, SharePoint, Office 365, Azure, etc.
• Engineer and implement system solutions for customers using technologies that meet their needs
• Implement and support disaster recovery solutions
• Technical services and support at the network level: WAN and LAN connectivity, routers, firewalls, and security
• Remote access solution implementation and support: VPN, Remote Desktop Services, VDI and Citrix
• System documentation and consulting services to include system reviews and recommendations
• Communication with customers as required, keeping them informed of incident progress and notifying them of impending changes and planned outages

Additional Duties and Responsibilities:

• Maintain customer perception of IT360 as a world class provider of IT solutions and support
• 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
• 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
• Responsible for entering time and expenses in ticketing system as it occurs
• 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 Required:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• 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
• Diagnostic 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-motivation with the ability to work in a fast moving environment