Job Overview:We are seeking a highly skilled and experienced Systems Engineer to join our Managed Services team. The Systems Engineer plays a critical role in providing advanced technical support, solving complex issues, and delivering strategic IT solutions for our clients. You will act as the highest escalation point for support tickets, mentor junior engineers, and work directly with our clients to ensure seamless IT operations.
This role requires a deep understanding of infrastructure, networks, security, and systems, combined with excellent communication and problem-solving skills.
Key Responsibilities: - Escalation Support: Provide advanced troubleshooting and technical support for escalated issues that Tier 1 and Tier 2 teams are unable to resolve, including servers, networks, and critical infrastructure.
- System Administration: Manage and maintain clients' IT environments, including servers, virtualization platforms (VMware, Hyper-V), cloud infrastructure (Azure, AWS), and network configurations.
- Network Management: Configure and troubleshoot firewalls, VPNs, switches, routers, and wireless solutions, ensuring optimal network performance and security.
- Security Management: Implement and manage security solutions, including firewalls, antivirus, endpoint protection, vulnerability management, and patching protocols.
- Project Implementation: Work on large-scale projects such as server migrations, cloud deployments, network overhauls, and security upgrades for our clients.
- Client Consultation: Act as a trusted advisor for clients, providing recommendations and strategic solutions to improve their IT infrastructure and ensure business continuity.
- Documentation: Maintain comprehensive and up-to-date documentation for systems, processes, and client environments.
- Mentorship & Training: Provide guidance, mentorship, and training to Tier 1 and Tier 2 engineers to improve overall team performance.
- Automation & Optimization: Develop scripts and automation workflows to enhance service efficiency, streamline tasks, and reduce manual intervention.
- Vendor Management: Collaborate with hardware and software vendors to resolve issues and manage warranties, renewals, and licensing.
Required Skills & Qualifications: - Experience: Minimum 5+ years of experience in an IT support role, preferably within an MSP environment.
- Expert-level knowledge of Microsoft Windows Server (Active Directory, DNS, DHCP, Group Policy, etc.)
- Strong experience with virtualization platforms (VMware, Hyper-V).
- Proficient with cloud platforms (Microsoft Azure, AWS).
- Deep understanding of networking principles and devices (firewalls, switches, VLANs, VPNs, etc.).
- Experience with backup and disaster recovery solutions.
- Advanced troubleshooting skills for hardware, software, and network issues.
- Certifications: Relevant certifications such as Microsoft Certified Solutions Expert (MCSE), Cisco Certified Network Professional (CCNP), VMware Certified Professional (VCP), or AWS Certified Solutions Architect.
- Problem-Solving: Ability to solve complex technical issues efficiently and independently.
- Communication: Strong verbal and written communication skills to interact with clients, vendors, and colleagues.
- Time Management: Ability to manage multiple tasks and projects with varying priorities in a fast-paced environment.
- Attention to Detail: Ability to document solutions clearly and ensure no details are overlooked.
Preferred Qualifications: - Experience with Managed Services Tools: Familiarity with Remote Monitoring and Management (RMM) and Professional Services Automation (PSA) platforms.
- Scripting & Automation: Experience with PowerShell, Bash, or other scripting languages to automate routine tasks.
- Cloud Experience: Hands-on experience with Microsoft 365, Google Workspace, or other SaaS solutions.
