The Systems Engineer will be responsible for the oversight & execution of projects, maintenance, and break/fix support of numerous platforms, networks, and storage devices within Netability’s service offerings. This person should have 3 or more years of technical support experience with servers & services, networks (routing & switching), virtualization, storage, and server operating systems. It is preferred that an individual have a strong working knowledge of VMware vSphere, Microsoft Hyper-V, Microsoft Active Directory, Microsoft Server Operating Systems, Microsoft Exchange, Microsoft Azure, Microsoft Office 365, and advanced networking is a plus.

The individual in this role will assist with the design and implementation of our MSP offerings, supporting our customer base, as well as being an escalation point for our Support Call Center and NOC team.

RESPONSIBILITIES:

• Execute the implementation of our technical offerings to client companies.
• Troubleshoot issues related to systems and storage and network connectivity issues.
• Administer the server, storage, and virtualization infrastructure for client companies.
• Ensure SLA compliance for hosted services including daily communication with customers and internal resources on any service discrepancies.
• Answer support calls and emails from customers, meeting SLA requirements for response time.
• Create and maintain systems documentation within ticketing system/knowledge base.
• Complete ticketing system time entries in an accurate and timely fashion.
• Work directly with customers to manage service challenges, while communicating with Managing Director throughout the process.
• Mentor support staff as needed.
• Continually evaluate solutions and processes to provide ideas for improvement around service offerings.
• Participate in other IT-related projects as requested.
• Work both independently and as a member of a team for project execution.
• Develop and maintain positive relationships with vendors and keep current on technology products.
• Respond to after-hours requests for support during periodic on-call rotation.
• Acquire and maintain technical certifications and expertise as assigned.
• Advise sales staff to potential sales opportunities.
• Participate in available training to advance skills and knowledge.
• Meet standards for utilization.
• Other duties as assigned.