Systems Engineer

Job Description

This position requires work during normal business hours (M-F 8am-5pm), however, operational needs may require additional time outside of normal business hours.

ESSENTIAL JOB FUNCTIONS AND RESPONSIBILITIES
The following is a list of essential job functions and responsibilities for the Systems Engineer. Other duties and responsibilities may be added as needed or modified from time to time.

• Diagnose and resolve support tickets that come in via phone, email, or chat.
• Provide quality customer service in all forms of communication.
• Clearly communicate with clients in a professional and timely manner to keep them informed about the progress of their service requests and incidents.
• Collaborate with internal team members regarding resolutions to various client issues.
• Utilize experience and knowledge to assess issues and provide solutions.
• Take ownership of tickets and client interactions.
• Design, develop, support, and maintain client systems infrastructure, including the implementation and design of hardware and software.
• Troubleshoot problems ranging from server, network, and PC issues.
• Assist with responding to alerts and tickets from various monitoring systems.
• Document resolutions and update procedures that may be outdated.
• Report critical incidents or problems that become too complex for self-resolution.
• Escalate issues to Tier II and III when necessary.

REQUIRED SKILLS AND EXPERIENCE
Minimum of 12 months experience in engineering/supporting the following:

• LAN/WAN environments
• DHCP, DNS
• Office365/Azure/Active Directory/GPO
• Knowledge of MS Licensing programs
• Microsoft Windows Server 2012 and above
• Help desk or relevant customer service skills
• Experience with PSA and RMM tools
• Fundamental understanding of DNS, DHCP, and TCP/IP
• Microsoft Exchange
• VMware/Hyper-V
• Knowledge of backup technologies
• Knowledge of security practices and policies

PREFERRED SKILLS AND EXPERIENCE

• MSP or similar work experience
• Associate or Bachelor’s degree in a computer-related field required. Relevant and significant industry experience may substitute for the education requirement.
• Any Microsoft, Cisco, Security+, or other certifications is a plus
• Sophos Endpoint
• Sophos XG Firewall
• ITGlue
• ConnectWise
• Veeam Backup and Replication
• Ubiquiti
• RDS environments
• DUO

PHYSICAL REQUIREMENTS AND WORKING CONDITIONS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities.

• Possess the mobility to work in a standard office setting which will require regular sitting, standing, kneeling, squatting, walking and reaching.
• Ability to use your hands, fingers, arms, and legs to use standard office equipment and various technical equipment.
• Ability to lift up to 25 pounds.
• Ability to speak clearly and articulately in person and over the phone, and be able to read materials either printed or on a computer screen of various sizes and fonts.
• Possess a valid driver’s license and have the ability to drive your own vehicle.
• Must have the physical, emotional, and mental ability to manage stress and maintain attention to detail and accuracy despite interruptions.

COMPENSATION:

This is a non-exempt position. Actual compensation will be based on factors such as experience, skills, knowledge, and other position related factors.

EQUAL EMPLOYMENT OPPORTUNITY:

Xobee Networks is an equal employment opportunity employer committed to an environment of mutual respect, diversity, and inclusion. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, disability, protected veteran status or any other characteristic protected by law.

Job Type: Full-time

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