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Job Overview

The TOC Systems Engineer I will be part of Impact Networking's Managed IT organization under Service Operations.

This role supports customer systems infrastructure and desktop computing through Impact's incident, request, and change management processes, partnering with end users, internal teams, and third-party vendors to restore service and complete server, workstation, application, backup, monitoring, and cloud-related work.

The ideal candidate will assist with monitoring, troubleshooting, and maintaining server, storage, workstation, cloud, and application environments; maintain and update system documentation; support capacity and lifecycle initiatives under the guidance of senior engineers; and assist with planning changes and implementing corrective actions. This role is designed for an engineer developing technical expertise across multiple technologies while delivering exceptional customer support.

Responsibilities

• Provide world-class customer support and technical assistance for Impact Networking customer environments.
• Handle server, workstation, application, backup, monitoring, and cloud-related incidents, change orders, and service requests by restoring service, resolving issues within scope, documenting work performed, and closing cases according to process.
• Monitor customer and core infrastructure by learning alert management platforms, verifying alert validity, following documented troubleshooting procedures, and escalating complex or recurring issues appropriately.
• Follow outlined procedures for customer notification, ticket updates, assignment, escalation, and closure.
• Provide a professional technical interface with customers, internal teams, and vendors.
• Assist in reviewing customer requests and escalate advanced engineering concerns related to configuration, operational impact, or risk.
• Assist with backup, patch management, monitoring, and routine system administration issues.
• Perform documented system configuration changes in response to approved client issues or service requests.
• Troubleshoot system and application issues using documented procedures, available tools, and guidance from senior engineers and TOC managers.
• Document technical work and track time in HaloPSA, including notes, timelines, troubleshooting evidence, resolutions, and operational procedures.
• Keep users informed of ticket status with clear, concise customer communications that express empathy and ownership without unnecessary technical jargon.
• Build familiarity with the client base and customer environments.
• Participate in technical training, mentorship, and certification development to strengthen engineering skills.
• Maintain technical expertise and required industry certifications while staying current with new and emerging systems technologies.
• Serve in scheduled after-hours, on-call rotations, providing timely response and resolution for urgent client incidents and service disruptions.

Qualifications & Experience

• Minimum of 2 years of experience in IT support, help desk, systems administration, or technical operations. MSP experience preferred. Relevant internships, technical training, certifications, or equivalent experience may be considered.
• Foundational operational support experience and developing technical troubleshooting skills.
• Foundational knowledge of virtualization, server administration, cloud technologies, endpoint support, and networking concepts.
• Working knowledge or exposure to Windows Server, VMware/ESXi environments, Active Directory, basic network configuration including IP addressing, DNS, and routing, Microsoft Azure, Microsoft 365, Azure Virtual Desktop concepts, backup and disaster recovery solutions such as Datto, endpoint management and workstation support, and monitoring or remote management tools.
• ITIL and service management familiarity a plus.
• Experience with N-able RMM or similar remote monitoring and management tools a plus.
• Knowledge of HaloPSA platform preferred.
• Proficiency with documentation management platforms.
• Working knowledge of event and incident management systems, including support for Incident, Change, and Service Request requirements.
• Strong communication skills and customer-service focus.
• Strong time-management, organization, writing, and verbal communication skills.
• Ability to communicate and work directly with customers to identify and resolve technical issues within scope.
• Ability to exercise sound judgment, ask for help appropriately, take initiative, work under pressure, and manage multiple priorities.
• Desirable education or certifications include CompTIA A+, CompTIA Network+, CompTIA Server+, CompTIA Security+, Microsoft Azure Fundamentals, Microsoft 365 Fundamentals, Microsoft Security, Compliance, and Identity Fundamentals, Microsoft Certified: Modern Desktop Administrator Associate, or other associate-level Microsoft certifications.
• Bachelor's degree in Business Management, Computer Science, Information Technology, or equivalent work experience preferred.