Job Title: Systems Engineer I

Department/Division: Managed Services

Reports To: Managed Services Support Desk Manager

Job Summary:                  

A Systems Engineer Tier I is a key position on our Managed Services team that maintains core IT functionality for our clients.  While working in a swift and timely manner, the position is the front line for the company’s technical support initiatives and directly interacts with users and service providers to resolve reported service incidents and requests.

Essential Functions:

• Respond and process all client support requests through voice, email, and web-based ticketing queues.
• Resolve small to mid-size problems related to connectivity, products, and/or services.
• Work with the end user to resolve desktop-level type helpdesk tickets.
• Mitigate future issues by monitoring and proactively resolving issues before they reach a critical state.  This may involve responding to monitoring tickets and assisting with patch management.
• Practice strong client service to help foster and enhance our relationships with our clients.
• Track all documentation and communications through Carrier Access IT, LC.’s internal database.
• Available to serve as a backup to a staff aug, if the need arises. 
• Maintain current knowledge of relevant technology and preferably follows ITIL. 
• Coordinate with technology management to resolve any or one of connectivity, desktop, network, server, and voice hardware or software-based issues.
• Communicate consistently and effectively with clients and business partners to foster trust and cultivate successful partnerships.
• Complete assigned tasks in a timely manner, track hours, and communicate status to manager.
• Understand how work performed impacts both the business and client.
• Perform other tasks as needed and/or requested.

Education and Experience:

• High school diploma with 1-3 years of related client service experience.
• An associate's or bachelor’s degree in IT or a related field is preferred.
• Technical knowledge of telecommunications, network, or PC operating systems.
• Exposure to diverse technology skills, in any of the following areas, desktop support, network/server/voice infrastructure design/build/modification, business application management, and LAN/WAN administration.
• Working knowledge of Active Directory, Group Policy, User Management, Email, and Cloud Technologies
• Experienced in working in RMM (N-Able and Logic Monitor favorable), AV (CISCO Secure Endpoint and Microsoft Defender favorable), and Backup tools.
• Scripting and automation experience is favorable.
• Plan, execute, and deploy workstation, server and cloud solutions
• Experience working in ConnectWise a plus.

Required skills and abilities:

• Exceptional client service orientation.
• Excellent verbal and written communication skills.
• Ability to conduct research into technical, service issues, and/or products as required.
• Ability to present ideas in a business-friendly and user-friendly language.
• High level of self-motivation.
• Meticulous attention to detail.
• Proven analytical, strategic thinking, and problem-solving abilities.
• Ability to effectively prioritize, organize, and execute multiple tasks in a high-pressure environment.
• Ability to thrive in a culture of growth, change, and continuous learning.
• Participate in on-call rotation.
• Ability to work varied hours of the day and/or days of the week.
• One that demonstrates a strong commitment to their role and is dependable in their attendance, ensuring they are present and ready to contribute daily.
• Ability to travel.
• Ability to work in an environment which may require:
  • Sitting for extended periods of time.
  • Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and to handle other computer components.
  • Lifting and transporting moderately heavy objects (up to 60lbs), such as computers and peripherals.
  • Climbing ladders, crawling, bending and squatting.

Benefits:

We offer a competitive benefits package including medical, dental, and vision coverage, 401(k) with company match, responsible time off (RTO), life and disability insurance, and additional voluntary benefits. Eligibility for a quarterly bonus. You’ll also enjoy opportunities for professional development and a business casual dress code. A full summary of benefits is provided during the interview and onboarding process.