Title: Senior Systems Engineer
Overview:
We are seeking a seasoned Senior Systems Engineer to join our client’s IT services department. You will play a pivotal role in managing and enhancing our clients' IT infrastructure.
Experience Requirements:
- Years of experience in a related IT position
- Windows server configuration and maintenance
- Active Directory and Group Policy configuration and support
- Exchange configuration and support
- Managed anti-virus configuration and support
- Server backup administration and support
- Firewall and VPN configuration, maintenance, and support
- SQL Server configuration, maintenance, and support
- Virtualization (VMWare or Hyper-V)
- Completion of a ConnectWise University “Major”
- Pass at least one technical certification exam per year
- Consulting with clients on IT decisions
Demonstrated Skills:
- Excellent customer service skills
- Top-notch organizational skills
- Good communicator (coordination of smaller clients)
- Sound judgment
- Professional appearance and demeanor
- Research and develop technical solutions for client and business initiatives
- Reliable with good attendance
- Ability to follow directions from the Client Services Manager
- Teamwork, mentorship, and a positive attitude
Essential Duties:
- Act as a “Technology Success Manager” for clients
- Coordinate client services activities for medium and larger clients
- Participate in quarterly business reviews (QBRs)
- Design and implement network-level solutions: LAN and WAN connectivity, routers, firewalls, and security
- Design and implement hosted and cloud solutions for customers
- Design and implement disaster recovery solutions
- Support services for virtualization technologies
- Administer and maintain the remote monitoring solution, CW Automate
- Respond to client support request ticket escalations
- Handle escalated server, network, and desktop-related issues for clients
- Participate as a resource for projects run by the Implementation and Onboarding team
- Develop, maintain, and review system documentation
- Communicate with customers as required: keeping them informed of incident progress, notifying them of impending changes and agreed outages, etc.
- Handle tickets created due to alerts in CW Automate that are escalated from Tier 1
- Review CW Automate alerts, performance information, and configurations
- Conduct server checkups using CW Automate data and manual review as necessary
- Participate in on-call rotation for off-hours support
- Enter all work as service tickets in ConnectWise
