Job Title: Senior Systems Engineer

Reports to: Vice President, Services

Department: Managed & Professional Services

Summary

The Senior Systems Engineer is responsible for the professional and timely resolution of alerts generated from system-managed devices. The complexity of alerts will range from simple to complex based on the specific client environment. This can include architecture, installation, support, and documentation of client systems and infrastructure networks; capability with the following Microsoft technologies, including all facets of a Windows-based network. The systems managed devices range from enterprise storage arrays to local area networking equipment to virtualized and physical servers. Additionally, the Senior Systems Engineer may be tasked to work on projects. These projects can range from simple infrastructure refresh to Office 365 migrations to complex infrastructure refresh.

Key Elements of the Role

The primary responsibility of the Senior Systems Engineer is to resolve systems-generated alerts including but not limited to the monitoring of customer backup environments, VMware environments, patch management, and other projects. Additionally, the Systems Engineer will work as an escalation point of the help desk team and take regular calls as needed during high volume periods.

Additionally:

• Ensure a high level of responsiveness, communication, professionalism, and technical knowledge. Continually striving to improve Helixstorm client experience, perception, and overall satisfaction.
• Continuous development of both technical support and customer service skill set based on the direction of immediate supervisor.
• Performing regular maintenance tasks on managed devices to include but not limited to; Firewalls, Switches, Routers, and Server (both physical and virtual) as directed by management.
• Follow all in place change control procedures.
• Manage and maintain customer backup environments by performing periodic reviews of the systems and trial restores as needed to validate the backup systems; this includes customer-owned backup systems as well as the Helixstorm Managed Backup and Disaster Recovery service.
• General understanding of each managed service's client computing environment as well as the ability to quickly troubleshoot issues as they present themselves.
• Setup, configuration, and ongoing management of Helixstorm RMM tool(s) to include the deployment of toolset into customer environments during the onboarding process.
• Identify and resolve the root cause of outages caused by failures of client devices; craft complete post-mortems of the events to be presented to customers as needed directed by management.
• Coordinate with internal resources as well as third-party services providers to resolve issues as needed; leverage third-party providers to perform mundane work when appropriate.
• Exercise sound judgment while solving technical issues presented by managed services clients. To include protection of Helixstorm client's employee data during the troubleshooting process.
• Manage work and time as service tickets in ConnectWise system; prompt and accurate time entry in the systems to ensure accurate client billing as well as contract profitability.
• Maintain system documentation as needed to support clients; continuously review documentation to ensure it is relevant to current client support requirements.
• Additional duties and projects as requested by manager or supervisor.

Experience and Background Required

• Bachelor's Degree in Information Technology/Computer Science or equivalent.
• Seven years of hands-on experience administering either a Microsoft and/or VMware computing environment with the recent support of Microsoft Offce365 and/or Azure deployments.
• Experience with any of the following technologies is a big plus; VMware, Enterprise Storage, Converged and Hyper-converged infrastructure, Linux based networks, Networking, and Firewalls.• Excellent organizational skills; enthusiasm for multi-tasking, and a TEAM player• The ability to demonstrate, active listening and customer care, within a fast-paced environment• Ability to work weekends and/or off-hours as necessary to meet Company's needs.
• Current experience working in the MSP industry not required but a plus
• Strong interpersonal and communication skills; both verbally and in writing.

Physical Demands:

The Systems Engineer is required to talk and hear. The employee is required to sit, stand, walk, reach with arms and hands, climb, balance, twist, lean, move from one location to another and stoop, kneel, crouch, or crawl. Vision abilities required by this job include close and far vision. Ability to, operate a computer keyboard and lift equipment. Will have exposure to glare from a computer. Must be able to lift 25 lbs and travel via automobile up to 25%. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

*Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time.