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The Systems Engineer provides comprehensive technical support across multiple client environments, handling both hardware and software solutions. This role focuses on delivering excellent customer service while maintaining and improving client IT infrastructure through efficient problem resolution and system optimization.

Key Responsibilities:

Technical Support:

• Provide Level II help desk support for hardware and software issues
• Deploy and maintain desktop and laptop environments
• Install and configure standard software applications
• Manage system updates, patches, and upgrades
• Support network infrastructure and security systems

Client Environment Management:

• Work across multiple client environments
• Configure and troubleshoot network equipment
• Manage Active Directory and Office 365 environments
• Support Windows Server and desktop operating systems
• Assist with virtualization platforms (VMware/Hyper-V)

Service Delivery:

• Create and maintain detailed ticket documentation
• Coordinate with clients on issue resolution
• Support sales team with technical designs
• Follow established support procedures
• Participate in 6-week on-call rotation

Infrastructure Support:

• Configure networking equipment (SonicWall/Ruckus/Cisco/Unifi)
• Manage network protocols (DHCP, DNS, VLANs)
• Support Microsoft environments
• Implement security best practices
• Assist with automation initiatives

Required Qualifications:

• 2+ years help desk or technical support experience
• Strong knowledge of Microsoft desktop operating systems
• Experience with network troubleshooting
• Understanding of IT security principles
• Excellent customer service skills

Technical Skills:

• Microsoft Windows desktop/server operating systems
• Active Directory and Office 365
• Basic networking and security
• Hardware troubleshooting
• Ticketing systems
• SharePoint administration
• Basic scripting and automation

Skills and Competencies:

• Strong diagnostic abilities
• Excellent communication skills
• Problem-solving capabilities
• Time management
• Customer service orientation
• Team collaboration
• Attention to detail

Additional Responsibilities:

• Maintain technical documentation
• Support project implementations
• Assist with client presentations
• Consistently demonstrates “Can Do, Will Do!” attitude
• On-call rotation. Some evening/weekend work at times with no notice.
• Other duties as assigned

Success Metrics:

• Timesheets are accurate and submitted on time
• Ticket resolution times
• Customer satisfaction ratings
• First-call resolution rate
• SLA compliance
• Documentation quality
• Technical knowledge growth
• Client environment stability

Travel: Travel to customer sites using your own vehicle. No overnight travel.

Working Conditions:

Predominantly operates in an office environment. Some periods of time may be spent in computer room and communications equipment spaces for installation, testing, and troubleshooting. Some work (less than 5%) requires moving and lifting of heavy networking equipment. Must be able to bend, stoop, and climb to reach materials (must be able to climb a step ladder at approximately ten feet in height and to work from a lift up to twenty feet in height).

The total compensation package for this position also includes medical benefits, 401(k) eligibility, Paid Time Off, and parental leave. Additional details of participation in these benefit plans will be provided if an employee receives an offer of employment.