What are the responsibilities and job description for the Systems Engineer position at High Point Networks LLC?
When you become part of our team, your career opportunities are endless. We offer our team members competitive compensation and world-class benefits. Our culture is easy to live, but hard to describe come see exactly what it means to be a part of High Point Networks.
High Point Networks is a leading provider of information technology solutions in both SMB and enterprise-level markets, servicing customers from coast to coast. We specialize in anything that spans your network, data center, phone system and endpoints with a strong security focus across all things IT. Our Headquarters is in West Fargo, North Dakota with additional regional offices throughout North Dakota, South Dakota, Minnesota, Montana, Nebraska, Oklahoma, and Colorado. No matter where your business is located within the United States, we have you covered.
JOB SUMMARY
The Systems Engineer is responsible for configuring and proactively monitoring and maintaining servers, hypervisors, hardware and firmware/operating system updates for our data center clients. Additionally, the Systems Engineer is tasked with monitoring and remediating backup solutions for the same clients, and providing customer support for recovery operations.
ESSENTIAL DUTIES AND RESPONSIBILITIES
- Taking ownership of managed customer deployments and providing proactive maintenance to reduce exposure to risk.
- Monitor and remediate alerts generated by RMM (Automate), Veeam and Datto
- Pre-sales functions and solution consulting, as required
- Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes, and agreed outages/maintenance windows.
- Responsible for following the day-to-day organization of NOC policies and procedures.
- Recognizes and recommends operational improvements to increase process performance.
- Avoid legal challenges by maintaining compliance with client service agreements and legal requirements.
- Provide reporting, recommendations, and goals to leadership team; always be looking for ways to improve HPN and HPN services
- IT Support relating to technical issues involving HPNs solutions
- Support of systems, backup, and disaster recovery solutions.
- Basic remote access solution implementation and support
- Other duties as assigned.
ADDITIONAL DUTIES AND RESPONSIBILITIES
- Ability to be a self-starter, in a team environment.
- Driving world class customer service and satisfaction
- Escalate service 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 customers needs
- Document internal processes and procedures related to duties and responsibilities
- Responsible for entering time and expenses in ConnectWise Manage as it occurs
- Work through a daily schedule that has been established through the dispatch process as well as ticket retrieval from a queue
- Enter all work as service tickets into ConnectWise Manage
- Review IT publications and online materials to remain up-to-date with current and future technologies emerging in the industry
- After hours on-call rotation
KNOWLEDGE, SKILLS, AND/OR ABILITIES REQUIRED
- Minimum 3 years of experience managing a virtual server environment(s)
- Managed Services experience is a plus
- Knowledge of VMWare, Hyper-V, and Windows Server
- Professional IT Certifications, such as: Microsoft MCP, MCSA, or MCSE, Citrix CCEA or CCIA, SonicWall CSSA, or VMware VCP
- Professional interpersonal skills: such as telephony skills, communication skills, active listening, and customer-care
- Diagnosis 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 organizations 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