Systems Engineer I/II

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Department: Service Reports to: Infrastructure Team Lead
Classification: Salary Location: St. Cloud, MN

 

SUMMARY OF RESPONSIBILITIES:

The primary responsibilities of the Systems Engineer I or II role include the daily management, maintenance, configuration and documentation of customer infrastructure and servers as well as SMB server design. As a Server Engineer I or II, you will also take part in projects designed by Solution Architects. Communication within this role is critical both internally and externally to ensure a positive and seamless customer experience.  As a Systems Engineer I it’s expected that your assist and mentor junior employees to help elevate skills at all levels. 

All professional service positions are expected to drive revenue and customer satisfaction through up to date communication, accurate time keeping, thorough documentation and overall issue resolution.                      

ESSENTIAL FUNCTIONS:

  • IT support relating to technical issues involving Microsoft's core business applications, as well as virtual environments built on Citrix, Microsoft, and VMware
  • SMB Technical System Design
  • Interface with appropriate technical personnel for customer problems that cannot be resolved effectively
  • Drive problem investigations and resolution as required
  • Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages
  • Administration and troubleshooting of deployed solutions
  • Documentation relating to customer support through Visio and other tools
  • Managing and addressing customer expectations through implementation
  • Business awareness:  specific knowledge of the customer and how IT relates to their business strategy and goals 
  • Ability to work in a team and communicate effectively
  • Work with architects to design, consult, and implement technology solutions
  • Work with architects to vet and validate new solutions
  • Mentor team members and other services staff when needed
  • Positive attitude, willingness to grow personally and professionally, must contribute to better interests of company goals
  • Responsible for ability to work across organization to resolve issues
  • All essential functions as assigned by management
  • Provide new product research and development as directed by management and architects
  • Documentation relating to customer support through provided tools
  • Continually search for ways to better serve our customers through process improvements
  • Work closely with other team members to define and deliver new service and product offerings

REQUIREMENTS:

  • 3-6 years of Windows server / storage and/or cloud-based support
  • Contribute to the continuity of our services departments by providing the necessary technical leadership
  • Ensure consistency of existing systems by enforcing standards/procedures for implementing technical solutions
  • Create and present technical content in a public setting as needed
  • Maintain technical proficiency and organization/vendor required certifications
  • Certifications – MCSA, MCSE, CCNA
  • Timely entry of tracking and time sheets with the goal being weekly and not to exceed two weeks
  • Timeliness of resolutions, not letting tickets exceed 30 days old
  • Maintain a billable rate of 100% based on your role
  • Increase your knowledge by passing at least 2 certification tests per year based upon your role and customer/company needs
  • Customer CSAT score above 94%