We are seeking a customer-focused Systems Engineer to support a new client project within our Software Operations team. This role provides hands-on technical support for Q-Free platforms, client systems, and operational environments, ensuring reliable system performance and timely issue resolution.
The ideal candidate is a strong problem-solver who communicates well with clients, works confidently across hardware, software, and network environments, and can support mission-critical systems in a 24/7 operational setting.
- Exceptional troubleshooting and analytical skills
- Outstanding customer service and client communication skills
- Experience performing hardware, software, and system upgrades
Key Responsibilities
- Serve as a primary technical liaison for the client, responding to operational questions, support needs, and system issues.
- Troubleshoot and resolve hardware, software, server, workstation, network, communications, and application issues.
- Install, configure, monitor, maintain, and support client systems, including file servers, database servers, workstations, applications, and cloud or on-premises infrastructure.
- Manage system backups, recovery processes, system security, and performance monitoring in accordance with applicable procedures and client requirements.
- Track, triage, and resolve issues in alignment with client-specific SLA guidelines, escalating when appropriate and following issues through to resolution.
- Train operations staff on Q-Free platforms, products, features, and changes as they are introduced.
- Document system architecture, configuration settings, troubleshooting procedures, installations, modifications, and other system changes.
- Facilitate client meetings and change control processes, including preparing and presenting change proposals when needed.
- Collaborate with Project Managers, Database Administrators, Software Engineers, Quality Assurance teams, vendors, and client stakeholders to support continued operation, upgrades, testing, implementation, and security of client systems.
- Identify opportunities for system improvements and recommend upgrades that support technical standards, reliability, and client success.
- Participate in cross-training and provide on-call support during off-hours as required.
Experience and Qualifications
- Minimum of 3+ years of relevant systems engineering, systems administration, technical support, or infrastructure support experience.
- Strong technical troubleshooting skills across hardware, software, networking, servers, workstations, applications, and communications platforms.
- Experience supporting 24/7/365 operational environments and responding to production-impacting issues.
- Experience with server operating systems, network configurations, system topologies, remote access tools, and database administration concepts.
- Ability to communicate clearly with technical and non-technical stakeholders, including clients, vendors, and internal project teams.
- Strong customer service mindset with a positive, flexible, self-motivated, and solution-oriented approach.
- Ability to work independently while also collaborating effectively with cross-functional teams.
- Excellent technical documentation, training, organization, and attention-to-detail skills.
- Experience with reporting applications and communications platforms such as twisted pair, cellular, or fiber is a plus.
Q-Free America is committed to supporting the health and well-being of our employees and their families. We offer a dynamic and comprehensive benefits package that includes health, vision, and dental coverage; a 401(k) plan; an employee assistance program; flexible benefits; and company-paid life, short-term disability, and long-term disability coverage.
For more information, visit our website at www.q-free.com
We appreciate the interest of all applicants; however, only candidates selected for further consideration will be contacted.
