What are the responsibilities and job description for the System Engineer position at TriCom Technical Services?
Responsibilities
- Provide post-sales support to clients including Cloud tenants and managed-services customers who have service contracts.
- Manage the ticket queue and related Service-Level Objectives (SLOs).
- Serve as Subject Matter Expert for a specified list of managed services customers.
- Serve as Technical Lead on customer cadence meetings on a regular schedule (i.e., biweekly, monthly, etc.).
- Build out, deploy, manage, and monitor various enterprise solutions including patch management and various RMM tool stacks.
- Contribute to automating the infrastructure utilizing Ansible and Terraform.
- Complete tickets escalated to the core team and maintain zero SLO violations and/or missed due dates.
- Administer, maintain, and upgrade backup solutions and customer infrastructure on a regular schedule.
- Proactively assess the impact of future releases and communicate release notifications to customers.
- Create and maintain Knowledgebase articles and all documents related to customer environments.
- Implement, configure, test, and maintain both internal and external operating systems, application software, and system management tools.
- Assist in administering the IT Portal and oversee proper documentation.
- Monitor and test application performance for potential bottlenecks; identify solutions and work with developers to implement them.
- Maintain customer uptime, consistent backups, and redundancy strategies.
- Partner with vendors and other IT personnel to resolve problems.
- Provide Incident Response (IR) support when analysis confirms an actionable incident.
- Help the customer organization manage its business applications.
- Review and approve change controls.
- 3 years of Systems Engineering experience with private/public Cloud technology (VMware, Nutanix, Citrix, Azure, etc.).
- Experience with Backup & Disaster Recovery, Virtualized Infrastructure Management (Nutanix/VMware/etc.), Public & Private Cloud solutions (Azure/AWS/etc.), scalable and automated server architecture (DevOps/RMM/etc.), various end-user computing solutions (VDI/DaaS/etc.), and Security & Compliance (SOC2/PHI/etc.).
- One of the following certifications: Citrix Certified Associate – Virtualization (CCA-V), Nutanix Certified Professional – Multicloud Infrastructure (NCP-MCI), Azure Administrator Associate (AZ-104), Windows Server Hybrid Administrator Associate (AZ-800 & AZ-801), VMware Certified Professional (VCP), or the ability to attain one of the certifications listed within 90 days of accepting this position.
- Proven working experience installing, configuring, and troubleshooting virtual-based environments.
- Experience with RMM tools including ConnectWise Automate and PowerShell.
- Proven ability to create and maintain documentation.
- Solid knowledge of networking.
- Ability to multitask, handle multiple projects, and assign appropriate priorities to tasks.
- Demonstrated ability in developing and maintaining strong customer relationships.
- Enterprise-level experience focused on processes and procedures in accordance with ITIL v3 or v4.