Job Title: Systems Engineer
Job Level: Tier II, Levels 1-3
Department: Managed Services

Job Description:

The Systems Engineer is responsible for maintaining the design, integrity, and resiliency of customer networks, servers, software systems, and cloud solutions. This technical role also handles escalations from the service desk team.

Basic Functions:

· Support relating to technical issues involving Microsoft, Apple, and Linux Operating Systems.
· Support of customer networks, business applications, cloud solutions, and phone systems.
· Support of virtual host platforms such as Hyper-V and VMWare.
· Implement and support customer business solutions, and disaster recovery solutions.
· Implement and support remote access solutions such as VPN and Terminal Services.
· Create and update systems documentation.
· Communicate with team and customers as required keeping them informed of incident progress, upcoming changes, and planned outage windows.

Additional Duties and Responsibilities:

· Improve customer service, perception, and satisfaction.
· Ability to work within a technical service team and communicate effectively.
· Develop in-depth knowledge of our solutions and how they relate to the customer experience.
· Document internal and client processes and procedures.
· All work must be documented in service or project tickets.
· Maintain mailing lists and various online outlets to stay up-to-date on technology trends.

Required Knowledge, Skills, Abilities:

· Excellent Interpersonal Skills including listening, speaking, writing, typing, and customer service.
· Ability to quickly diagnose technical issues.
· Ability to multi-task and adapt quickly to change.
· Solid understanding of support tools and techniques.
· Self-motivated and passionate to learn more in order to provide better services to our clients.

Education and Previous Experience:

· Professional Technical Certifications from vendors such as Microsoft, Cisco, SonicWALL, VMWare, and CompTIA.
· BA/BS in a computer related field or equivalent work experience.
· At least 4 years of IT experience.

Job Types: Full-time, Permanent

Pay: $50,000.00 - $70,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Parental leave
• Professional development assistance
• Vision insurance

Experience level:

• 4 years

Schedule:

• 8 hour shift
• Monday to Friday
• On call

Experience:

• Customer Service: 2 years (Required)
• Technical Support: 4 years (Required)

Ability to Commute:

• Dallas, TX 75244 (Required)

Work Location: In person