Job Title: Systems Engineer Division: Managed IT Services Branch: Chico Reports to: Managed IT Service Manager The System Engineer is responsible for the maintenance and improvement of our internal IT infrastructure as well as providing technical assistance to team members and end users with system and network requests. The focus is on desktop support and exceptional customer service skills. Essential Duties and Responsibilities: โข Exceptional customer service skills under varying conditions โข Strong understanding of computer hardware and related Operating Systems. o Ability to build a pc, troubleshoot down to component level and understanding of system imaging โข Support services for o Microsoft 365 Administration portal o 365 Services: Office Suite: Word, Excel, Power Point, Outlook, Teams o Firewalls and remote access: SonicWall (preferred), Net Extender o 2FA experience: Duo, Google, Microsoft o Networking: Unifi, Dell, Ruckus โข Administration and maintenance of the remote monitoring and management system (RMM): update agent scripts, respond to alerts, monitor dashboard, and periodic system review โข Develop and document maintenance routines for all computer systems โข General support of WAN and LAN connectivity, routers, firewalls, and security โข Document all work performed and time entries in related tickets in ConnectWise Manage PSA โข Field Service Support- Troubleshooting and ongoing hardware support. * Regular travel is required โข Refresh Projects- Participate in projects where current hardware is replaced to include but not limited to: firewalls, network switches, APโs, workstations, servers etc. Daily Duties and Responsibilities: โข Ability to work in a team and communicate effectively โข Accept escalations from the helpdesk โข Escalate service or project issues that cannot be completed within agreed service levels โข Business awareness: and understanding of product management cycles โข Document internal processes and procedures related to duties and responsibilities โข Responsible for entering time and expenses as they occur โข Provide field service when/where necessary in a responsive manner (reliable transportation is required) Knowledge, Skills, and/or Abilities Required: โข 5+ yearsโ + experience with desktop and application support โข Interpersonal skills: communication skills, active listening, and customer-care โข Ability to multi-task and adapt to changes quickly โข Understanding of support tools, techniques, and how technology is used to provide IT services โข Typing skills to ensure quick and accurate entry of service request details โข Self-motivated with the ability to work in a fast-moving environment that is not business vertical specific Nice to have experience (not required) โข Prior MSP Experience โข Professional IT Certifications โข Knowledge/experience of Microsoft related technologies: Windows Server 2016,2019, Exchange, SQL โข Virtualization technologies: VMware and Hyper-V โข VLANs (understanding, build/implementation) โข VoIP technologies/implementations โข Google for Business, Azure/AWS (management, setup/implementation